Job Title: Manager: Social Media and Content
South Africa , Innovation Centre
Job Mission
To manage the development of MTN SA’s Social Media content and initiatives between the various stakeholders to ensure growth, effective service delivery, functional performance and resource utilisation in the MTN SA Social Media Space
KPA Duties
Task Complexity: Strategy and Planning •Align SM objectives for the relevant segments with overall business strategy of the Direct &Digital Marketing function and with International trends •Work with internal business stakeholders and the broader CMO team in the development and execution of Online channels and product plans and roadmaps •Consider the medium term (1-2 years) implications of actions from a broad perspective including long term positioning and strategy •Consider the impact of solutions on other areas of the business, as well as the interdependency of units •Drive best practice, continuous improvement and innovation at process and procedure level within SM environments •Consider local conditions, as well as competitor activity and provide constant updated competitor analysis and insights around SM environments •Develop, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals •Develop business growth plans and roadmaps for SM •Support the Direct &Digital Marketing Planning and Forecasting process •Establish Social Media initiatives as a market differentiator for MTN •Analyse new technology trends and innovations •Find innovative new SM initiatives and capitalise on opportunities •Ensure that MTN maintains a position as a world class leader in Online/SM channels and products Social Media Management •Originate and manage market research, competitor activity analysis, consumer insight research and market share analyse and exploit findings for the benefit of the Online channel portfolio •Focus on driving customer requirements through effective management of marketing principles i.e. segmentation, price, positioning, promotion and place, etc. •Build and maintain relationships with all internal and external stakeholders including customers and agencies and MTN teams outside of CMO (customer service etc) •Prepare concept documentation, marketing plans and manage the implementation of plans and projects •Input into project planning and management to meet defined timelines, functional scope and quality standards where applicable •Identify interactive/SM marketing opportunities for MTN SA by constantly analysing interactive marketing trends as well as customer and competitor research/information ?Implementation and management of SM best practice covering accessibility, usability and content development including the production of weekly/monthly analytics and reporting ?Contribute to the monthly reporting process and output destined for senior and executive management Social Media Communities and Administration •Define communities and forums that need to be created to support MTN SA in social media - including blogs •Define the rules, code of conduct and parameters for each community •Create an administrative framework for each community •Administer and/or moderate each of the communities •Ensure that adequate topics for discussion are created and/or maintained Content Management •Create and manage content calendar and strategy that covers all Direct &Digital Marketing touch points •Collect content from all stakeholders and content owners within MTN SA and align to content calendar and strategy •Work with content owners to ensure that all content is relevant and up to date at all times (all touch points) Process and Procedure Effectiveness •Be the lead or assist with defining and monitoring the execution of social media processes and procedures for MTN SA, which may cut across functional areas •Ensure that all social media processes and procedures implemented are aligned to the set operational framework for MTN SA •Ensure that workflow continues without interruption •Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance Quality Management •Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines around social media •Establish and maintain social media quality/process standards that will enhance the customer experience and cost efficiency •Work consistently according to standard operating procedures •Understand the social media quality/process standards of the job and the reason for these standards, and communicate these reasons to others •Understand and communicate the consequences of not maintaining social media quality/process focus •Identify social media processes and procedures where the quality of work may be improved Customer Satisfaction •Align service delivery to changing needs of the business and markets •Understand customer needs and develop and fine-tune initiatives accordingly •Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures •Initiate change to continually improve all aspects of service delivery •Drive continuous improvement as an important element of service delivery •Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery Reporting •Identify and prepare relevant information and data for reporting purposes •Make assessments of and draw solutions from qualitative and quantitative data •Make logical deductions and draw conclusions that can be motivated •Provide up to date monthly reports across all SM channels and campaigns Supervisory / Leadership / Managerial Complexity: •Manage internal and external implementation partners to accomplish tasks •Build and enforce a customer centric approach •Set up, direct and guide effective project teams •Encourage collaborative teamwork •Build professionalism, loyalty and commitment to the organisation •Communicate actively and effectively resolving any potential conflicts that may arise •Have the self insight and flexibility to adapt to different situations •Manage non performance/delivery •Manage boundaries that separate units in order to optimise workflow •Living the MTN Brand – changing and influence employees behaviour Role Complexity: •Ongoing interface with all departments in the organisation and external stakeholders to promote the goals of Brand and Comms Lateral Dimensions: Creativities (improvement/innovation inherent) •Communicate in a concise manner - both written and spoken •Apply market research in an optimal way to add as much value as possible to other areas of the business •Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage •Recommend innovative solutions to enhance MTN performance •Make continuous improvements at system, process and procedure level •Explore innovative ways to manage and build the MTN Brand •Establish sound relationships with all other business areas and external service providers and stakeholders •Identify and exploit new opportunities to grow the business further •Encourage continuous improvement •Proactively seek information on business issues which may impact on online channels •Implement cost-saving activities Vulnerabilities (control span) •Limited resources •Evolution of technology •Fluctuations in the market and changing business requirements •Competitive activity •Reliance on the stability and availability of systems •Ineffective support from key stakeholders •Customer dissatisfaction •Non-achievement of turnaround times •Inappropriate processes resulting in delayed service to clients •Number and variety of products and projects •Limited availability of historical data •Reliance on cross-functional teams Collaboration: Responsibility towards: •Direct reports: None •Matrix reports: None •Key customers: MTN Consumers, MTN Segment Managers, MTN Brand team, MTN Product and Services team, MTN Functional Business Units •Key suppliers: NWG, MTN IS, MTN Marketing Support, agencies, •Relations, etc.: Internal stakeholders Discretionary Space: Independent thought and Judgment: •Dissemination of information •Implementation of SM plans and projects •Agency management •Resource allocation and project management •Analysis of key social media processes; •Understanding of the MTN business and technical architecture •Key processes metrics for social media •Measurement of performance of key processes relating to social media; •Analysis and dissemination of reports on key processes •Maximising process throughput •Meeting agreed service process performance levels •Team motivation •Resource allocation •Resolution of queries and problems (within parameters set by company policy) •Enhancing processes and procedures for the MTN at matrix and functional levels Authorities: As per delegation of authority
Requirements
•Degree or Business qualification in Commerce or Marketing
•At least 3 years experience of new product development, product management, marketing, business analysis, community management or project management •At least 2 years experience in a similar position, in dynamic and fast-moving industries •In depth knowledge of telecoms architecture and components •Sound financial, project management, community management and product reporting knowledge
•Products and Services •GSM and mobile Telecommunications knowledge •Process and business modelling •Financial analysis •Relationship Management •Systems training •Computer software training •Project management •New Business Development
Reference No:M:SM&C/CMO/JS
Position Type: Permanent
Affirmative Action: N
Salary: -
Additional: Knowledge: •Knowledge of cellular telecommunications best practices •Indepth knowledge and understanding of social media •Social media best practice •Digital marketing concepts and channels (including social media platforms, digital media buying, search engine optimisation, search engine marketing) •Email campaign management (including understanding of HTML cutting & coding, HTML design, cross browser testing, email optimisation, click through rules) •Website development & management (including understanding of HTML, Flash, wire frames, content management systems, click through mapping, pic & copy decking, data collection touch points, tracking, compliance testing) •Agency processes and dynamics •Knowledge of local and international trends and markets •GSM knowledge •Product Management knowledge •MTN products and services •Market research •Business acumen •Broad knowledge of the industry •Understanding the regulatory environment •An understanding of the MTN business •Business Analysis Skills Skills / physical competencies: •Written and verbal communication skills •Facilitation skills •Relationship skills- customer centric approach •Scanning skills – to search for new ideas, trends and principles •Strong “can-do“ attitude combined with an ability to use minimum resources to get maximum outputs •Systems thinking – understanding the “big picture” •Delegating skills •Business acumen –understanding of the business as a whole •Negotiation skills •Analytical skills •Planning skills •Conflict management skills •Influencing skills •Time management, specifically the ability to prioritise •People skills – creating and nurturing the tone of the internal culture •Flexibility – the ability to adapt and change in the light of changing circumstances / new information •Culture diversity management skills •Stress management skills •Innovation skills •Presentation skills •Problem solving skills •Conceptual thinking Behavioural qualities: •Assertive – being tough when necessary without fear or favour •Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change •Resilience – to repeatedly challenge despite setbacks and resistance •Proactively / initiative – to introduce ongoing changes to maximise productivity and influence the future •Focused and priority driven – staying focused amidst the multiple demands and expectations •Creative, dynamic and forward thinking •Customer centricity •Accuracy •Attention to detail •Service oriented •Highly driven and motivated individual, with strong personal presence, integrity and resilience •Decisive •Action-oriented •Diplomacy and tact •Relationship builder – strong people focus •Operate with integrity (high ethics) •Pressure tolerance •Consultative •Perseverance •Adaptability •Independent and self motivated General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.) •Flexibility to travel •Constant pressure to meet extremely tight deadlines KPA Quality Standards •Development and management of content strategy and calendar •Positive feedback from all stakeholders •Development and implementation of social media strategy and innitiatives •Timely and accurate reporting •Objectives and targets met for the unit •Accurate and comprehensive marketing plans •Presentable performance reports •Effective implementation and management of project plans •Team motivation •Growth and developement of all MTN SA Social media properties
Applications close 2012-06-20
How to Apply:
http://www.mtn.com/Careers/Pages/Vacancies.aspx
Deadline:2012-06-20
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