Manager, Digital Channels

Job Description

Job Summary:

Manage and drive the development, launching and maintaining the life cycle of Digital Channels (MyMTN App, Chatbot, e-shop) to gain competitive advantage. This includes contributing to setting the right product portfolio, targets and manage the implementation of Digital Channels strategies to deliver the business promise.

Job Role:

Ensure MTN’s digital presence across online channels is consistent and ensure channels are seamlessly integrated across all customer touch points
Manage the digital channels transformation to drive user personalization features, self-care and improve efficiency
Identity opportunities for Digital Channels to create engagement with customers, improve NPS and increase revenues.
Digital Channels department needs & help maintain competitive lead by coordinating with all relevant stakeholders to implement strategies to grow Digital subscriptions, usage & revenues.
Drive the development of myMTN by leading the Scrum team in charge of the product
Ensure myMTN app and web app are best in class digital channels for all MTN data customers
Support the development of the other digital channels by helping the other teams responsible for those channels
Create and maintain a best-in-class roadmap for all channels within the Digital Apps portfolio.
Constant understanding and monitoring of consumer and industry trends on all Digital related products.
Drive the deployment of new features across all Digital channels, monitor their life cycle and make recommendations to the business where necessary.
Work with Insight and Analytics and other relevant teams to manage the measurement & evaluation of product quality and KPI’s.
Daily monitoring of KPIs and product performance to be able to take action to keep on growing the active base of the product
Deliver a deep understanding of market need and trends from interaction with customers and customer facing teams within MTN.
Ensure knowledge transfer from product management to Sales, Customer Care and Operations teams.

Education:

Degree in Business Administration or Information Technology/Computer Science.
knowledge on app/web development and management
Master and/or Product Owner certification
Thinking certification is an advantage

Experience:

5 years relevant experience as product manager for a digital product with at least 3 years in a supervisory role.

Professional/Technical competencies:

Knowledge of external best practice in Digital and Mobile Apps
Understanding business needs of the Ghanaian market and international trends
Project Management
Interpretation of IT/Technical systems/architecture.
Knowledge on app/web development and management
Agile Principles and Scrum Methodology
Ability to use Digital Reporting Tools such as Google Analytics, Google Data Studio etc.
Stakeholder Relations Management
Knowledge of Digital solutions
Experience with assessing UX/UI designs and proposals
Experience with Design Thinking
Good communication skills – both verbal and written
Agile way of work

Physical Skills/ Competencies:

Ability to manage self and be a team player, good conflict management, ability to take and manage accountability
Energy & Drive – Innovative, Takes initiative, result oriented and develops self consistently
Interpersonal Skills – Leadership, customer centricity, collaborative and coaches & develops direct reports
Personal Skills – Trustworthy, integrity and ethical in dealings
Operating Skills – Ability to focus on priorities and plans, shares knowledge effectively
Organizational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organization
Global thinker, Analytical thinking and Problem-solving abilities.
Skill in Resource Management

General working conditions:

Anywhere/Anytime work/ Ability to manage self/Personal accountability.

How to Apply:

Qualified Applicants should indicate Ref number: DIG-004-2024 as the email subject and ensure that CVs are saved in their names.

Qualified Applicants should send their Curriculum Vitae by 10th May 2024 to: MTNGhanaRecruitment@mtn.com