MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individual to fill the following Position;

Job Title: Supervisor – Regional Marketing
Reports to: Manager – Trade Marketing and Retail Management
Division: Marketing
No. of Vacancies: 1

Main Job Functions:
Strategic input
• Translation and execution of the Marketing strategy into regional marketing plans
• Manage and implement appropriate regional strategies to address the Consumer and business value proposition launches in support of the MTN Uganda Business strategy.
• Ensure maximum leveraging of regional marketing Communications plans
• Monitor competitive regional marketing activity aimed at the Consumer and business Segments and implement relevant actions to remain competitive.
• Build MTN brand awareness, market presence, affinity, visibility, and likeability across target market sectors and across regions by using traditional and non-traditional media
• Ensure alignment of regional marketing messages with overall Brand and Communications messages and themes
• Liaise with Segmentation and Customer Insights teams to continuously deepen customer understanding through research and ensure an insight driven approach to communicating to customers.
• Implement marketing programs for the allocated region to improve customer satisfaction in the regions
• Implement relevant regional advertising and promotional plans across the sales channels in the region

Regional Trade Marketing Strategy
• Contribute to, challenge, and implement the long-term strategy for Regional Field and Trade Marketing and ensure alignment of all activities undertaken in the unit to the strategy
• Analyze Regional market share trends and highlight areas that may be developed further
• Trade Marketing/Category Management process and solutions with external & internal customers to grow market share in the regions
• Contribute to the development of the Regional Trade Marketing plan to achieve defined business objectives for all regions
• Analyze competitors’ actions and positioning in the regions
• Develop, implement, and manage a Regional Trade Marketing and Communications plan in line with brand, target segments, value propositions and retail sector requirements
• Lead organizational thinking on Regional Trade marketing communications
• Coordinate and implement marketing programs that increase MTN’s regional brand presence and market share
• Act as the conduit between Sales and Marketing in the region, focusing on influencing key stakeholders to deliver activity that sits within the overall Marketing/Brand Strategy of the specific region.
• Work closely with the sales team to ensure that trade marketing plans are aligned with sales objectives and revenue targets

Operational Planning and Execution
• Develop and implement promotional activities in the region.
• Develop, execute, and monitor performance of all programs designed to increase MTN’s market presence in the allocated region
• Manage and monitor the execution of Regional Trade Marketing initiatives including but not limited to;
o Attending radio interviews to support and promote MTN’s customer value propositions incl. the ‘promoter’ score
o Ensuring MTN’s brand building activities in the assigned region are consistently executed in line with the MTN Brand guidelines/strategy including but not limited to ATL (radio, TV, outdoor…), Trade activity incl. retail and signage visibility, sponsorships…
o Supervising and reporting on the execution of trade activations and performance of 3rd party vendors deployed to support this function
o Assisting the media team in managing and monitoring booked media properties in the respective regions
• Contribute to the Company’s goals and objectives and improve market share, customer satisfaction and productivity performance in the regions
• Develop trade promotional plans with key customers and channels for the region
• Ensure alignment across the Sales and Marketing organizations on field sales needs and marketing initiatives, including coordination with Trade Marketing Manager and budget management.
• Monitor and improve processes to link all Marketing activities with the activities of the Sales team in the regions
• Ensure alignment across the Sales and Marketing units on field sales needs and marketing initiatives, including coordination for delivery of Trade Marketing requirements
• Translate Marketing Communications strategy into operational implementation plans, and drive the execution thereof
• Develop a Regional Trade Marketing plan and contribute to the overall Trade Marketing strategy
• Own the Regional Trade marketing calendar and work with Marketing Communications to integrate and align with the overall MTN campaign roadmap
• Oversee execution of POS/BTL campaigns through regional Trade Marketing programs
• Development and roll out of Customer engagement programs, activities and competitions in the regions
• Identify, evaluate and assess new Regional Trade Marketing opportunities
• Consider local conditions, as well as competitor activity to create competitive advantage
• Engage with multiple stakeholders both internally and externally to maintain operational standards and to ensure relevance of activity.
• integrate into the Engine Room operating and reporting framework to ensure effective management of regional performance.

Customer Management
• Work with sales and service teams to define customer experience requirements for the Consumer segments in the regions
• Ensure customer needs and requirements are satisfied through appropriate systems, processes, and procedures.
• Align service delivery across regions to changing market segment requirements and enhance customer experience.
• Understand regional customer needs; develop and fine-tune systems to meet those needs accordingly within the scope of the defined end-to-end customer experience
• Define the overall specifications of the end-to-end customer experience for the regions in coordination with the CEX team.
• Develop specific communication and promotion campaigns with Marketing Communications team and work with Customer Development and Retention to develop usage stimulation and retention campaigns
• Identify trends/patterns pertaining to customer needs in the regions and filter this information through the business to continually improve all aspects of service delivery.

Customer Satisfaction
• Align service delivery to changing regional dynamics
• Understand regional customer needs and develop and fine-tune systems accordingly
• Ensure regional customer needs and requirements are satisfied through appropriate systems/processes/procedures

Financial Management
• Ensure that sales teams reach desired targets on gross and net acquisition, ARPU and market share figures in the regions
• Manage the effective execution of allocated POS/Retail Communications and contractual obligations in the regions
• Forecast, plan, develop and review regional budget to provide MTN with return on investment
• Manage and optimize the budget at regional level ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to optimize resources.
• Identify opportunities to generate additional revenue

Education:
• Bachelor’s degree in a business-related course with a bias in Marketing.
• Professional certification like CIM is of added advantage.

Experience:
• In depth understanding of the telecommunications industry, FMCG and brown goods marketing principles
• At least 5 years of experience in leading retail and service operations in the mobile technology and/or in retail-intensive B2C industries, preferably with a significant service and technology dimension
• At least 5 years of experience in similar positions, in fast-moving technology intensive industries
• A strong background in marketing and/or advertising

Skills/physical competencies:
• A “street smart” attitude
• People management and leadership skills – the ability to hire the right people, get the best out of people, and make sound decisions
• Feedback skills
• Relationship skills – to build relationships to facilitate efficient workflow
• Coaching skills – to develop the team and staff
• 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
Other:
• Business acumen – an understanding of the business as a whole
• Negotiation skills
• Analytical skills
• Planning skills
• Conflict management skills and ability to influence decisions
• Communication skills
• Time management, specifically the ability to prioritize
• 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
MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.

Job Title: Analyst – Subscriber Registration
Reports to: Senior Manager – Subscriber Registration
Division: Customer Experience
No. of Vacancies: 1

Main job functions:
• Act as a focal point/central instrument for the collection, analysis and dissemination of information relevant to the subscriber verification function
• Utilization of the experience with business Intelligence tools to provide insightful analysis and reporting capabilities.
• Create and maintain quality dashboards and reports for the subscriber verification function
• Delivery of high quality subscriber reconciliation information across divisions as per defined schedules
• Identify opportunities to improve operational processes and drive business efficiency based on rigorous analytical examination
• Conversion of data into information needed to manage a demanding and growing volume of work.
• Establish or improve on reporting templates and mechanisms and produce basic instructional tools.
• Helping internal customers to interpret and understand data in reports.
• Produce management reports highlighting performance analysis of weekly, monthly and quarterly results
• Determine long-term headcount & staffing requirements.
• Partner with the subscriber verification leadership team to ensure that service goals are achieved across all the verification operations; facilitate the review and analysis of factors impacting service delivery performance
• Manage and maintain real-time day-to-day staffing levels of the subscriber verification team to achieve service level goals
• Update, control & manage system files containing schedule and shift information.
• Creating long and short term forecasts for verification workload and handling times. This involves intraday, daily and weekly forecasts
• Test the subscriber verification team schedules regularly to ensure adequate and optimal resourcing across all hours and process touch points
• Train leadership on the use of workforce planning tools (e.g. work modes, schedule adherence

Education:
• A bachelor’s degree in any business related field
• Strong Statistical and Mathematical background.
Experience:
• 2 years’ experience in area of specialization
• Exposure in a Customer Operations environment at a planning level is desirable
Skills / physical competencies:
• Excellent presentation skills
• Good numerical, analytical and evaluative skills to conduct data and/or statistical analysis and there by present it in easy to understand format including but not
• Have a strong “client service “ mindset and the ability to use collaborative & non-adversarial approaches in achieving goals
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality and attention to detail
• Aptitude for learning, understanding and applying concepts
• Ability to work within a team and work independently
• Sense of urgency necessary to meet goals, objectives and deadlines
• A sense of innovation & ability to independently, resourcefully, and creatively research and implement new solutions
• Strong interpersonal skills,
• Good oral and written communication skills

Job Title: Engineer – Sales
Reports to: Manager – Service and Technology
Division: Enterprise Business Unit
No. of Vacancies: 1

Main Job Functions:
• Provide technical support to help drive revenue through all sales channels,
• Present capabilities to customers & prospects,
• Develop & present preliminary technical designs for customer solutions,
• Provide technical training to the sales teams,
• Work with Product Management to help drive appropriate product enhancements,
• Engage Professional Services team to complement customer solutions.
• Perform needs analyses for selected customer in conjunction with the team
• Develop and design complex solutions to be used by the sales team based on customer/ market requirements
• Provide presales technical support to facilitate the sales team in winning new business
• Pre-sales design and implementation expertise in Enterprise/WAN service integration
• Provide post technical support to business customers in order to enhance growth and retention
• Strategise with the sales team to improve sales of all MTN products and solutions in order to enhance sales
• Produce written response to formal requests to tenders/ proposals
• Undertake visits and feedback comprehensive notes, customer profile information and visit check list
• Represent technical capabilities to prospective customers and existing customer base, and influence customer expectations according to product and network management capabilities and constraints,
• Present proposed solutions in a professional business environment, demonstrating salesmanship
Education:
• Bachelor’s degree in ICT/ Telecoms.
• Preffered qualifications CISSP, MCSE, CCNA or any other industry recognized certifications.

Experience:
• At least 3 years experience in a fast paced multi national company in a highly competitive industry
• Work experience in ICT is a must
• Successful track record in developing solutions and Supporting Enterprise Solutions and Presales

Skills/Physical Competencies:
• Excellent oral and written communication skills
• Good listening and interpersonal skills
• Good time management and adherence to deadlines
• Good conceptualization and functional flexibility
• Customer centric approach
• Strong commitment to integrity
• Creative, credible, practical and reliable
• Good analytical ability; ability to identify key issues
• Good computer skills – must be well versed in the MS Office suite – Excel, Word, PowerPoint ,Visio, Project, etc.
• Male /Female below 30 years of Age
• Must have a valid drivers Licence Class B as a minimum with atleast 1 year driving experience with a Manual Car
• Flexibility and abilty to work anywhere in the Country at short notice as the Job requires to achieve business objectives.

Job Title: Advisor – Call Center
Reports to: Team Leader – Call Center
Division: Customer Experience
No. of Vacancies: 1

Main Job Functions:
• Attending to all escalated customer complaints and enquiries within the defined service parameters.
• Investigating all logged complaints and giving feedback to customers (via voice, SMS or Email) within the defined time frames.
• To ensure onward escalation of customer issues as deemed appropriate.
• To monitor escalated customer issues, ensuring follow up and timely closure of all completed cases on service desk.
• To process customer rebates or credits as necessary.
• Liaise with all departments regarding customer complaints, enquiries and faults, ensuring that feedback is given appropriately.
• To update note pad and service desk solutions’ box on all worked on tickets.
• To utilize appropriate CS systems, data bases, processes and procedures to support work as necessary.
• Attend to all customer/dealer complaints as may be approved by security department.
• Ensure that all approved top ups are done within defined parameters.
• To produce management reports as required.
• To attend to all customer issues escalated via e-mail within the defined time frames.
• To live the brand values in dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate
Education:
• Bachelor’s degree
Experience:
• 1 to 2 years’ experience in a customer center/call center environment
• 2 years technical background and IT exposure within a cellular environment.
• Customer interface, in person and or via the phone/ email
Training:
• Telephone Etiquette
• Customer Service Training
• Products, Policies and Procedure Training
• Contact Centre applications
• Service Excellence
Knowledge:
• Telecommunications industry trends.
• MTN Products and Services knowledge
Skills / physical competencies:
• Communication skills.
• Telephone etiquette.
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Troubleshooting
Behavioural qualities:
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness


Job Title: Manager – Portofolio and CAPEX Management
Reports to: Senior Manager – IT Clients Relations and Project Delivery
Division: Technology
No. of Vacancies: 1

Main Job Functions:
• Develop the project prioritization model used within the division
• Provide high level input into the benefits; costs and available options in the business case development phase
• Undertake feasibility studies to ensure all options are achievable
• Create terms of reference which specify the project objectives and project scope
• Articulate and negotiate consensus on a final version of the project goals from scoping the requirements of all stakeholders; including the project owner
• Source suitably skilled and qualified project team members (internal or outsourced)
• Create project plans and program plans outlining sequences of activities; tasks and goals within constraints such as time and agreed quality standards
• Define all guidelines; quality targets; standards; assurance and control procedures – gather project owner inputs regarding quality targets and content guidelines
• Identify required resources and schedule people; equipment and material resources within the project
• Prepare and manage a risk plan along with mitigating actions; deadlines and resource allocation
• Prepare and implement a sound communication plan for all projects along with a sound stakeholder management plan
• Consider long term implications of the project outcome from a more broad perspective
• Ensure projects are delivered in line with the required project management methodology; project standards and MTN strategy; in accordance with business requirements and in conjunction with all relevant stakeholders
• Ensure efficiency and flexibility in the management of the project resources (people and financial)
• Oversee the approval processes for all project change requests
• Ensure sound stakeholder management
• Collate and provide all relevant project documentation to the relevant stakeholders
• Ensure project documentation are properly completed; documented and stored appropriately
• Ensure project closure reports are completed
• Generate specific project related reports as and when required by the business or relevant stakeholders
• Assume ownership and the effective management of the project budget and ensure that the project remains within the budget constraints
• Analyze project profitability
• Monitor project costs and determine initiatives to optimize resources
• Understand customer needs and develop plans accordingly
• Put contingency plans in place to manage / prevent delays.

Education:
• Bachelors degree (preferably Science / Commercial)
• Project management approach such as Prince II or PMBOK

Experience:
• 5 years related IT project management experience and a sound understanding of ITIL standards and best practice within operational environments
• Experience in creating complex project communications materials; reporting on project status; budgets and results
Other Training:
• Business risk management
• Business value chain
• Communication planning
• Corporate governance
• ITIL
• Project management
• Telecommunications business management

Knowledge:
• Financial acumen
• ITIL standards
• Legislation
• Problem solving
• Project budgeting
• Project communication planning and management
• Project management
• Reporting
• Service level agreement management

Skills/ Physical Competencies:
• Ability to work under pressure
• Advanced communication; interpersonal and reporting skills
• Analytical skills
• Data analysis skills
• Information management
• Legislation; policies; procedures and standards
• Project planning and management
• Risk assessment
• Risk management