Senior Manager, Sales Operations

À propos de l’offre d’emploi

1. Mission/ Core purpose of the Job

• Lead and integrate Sales Enablement, Solutions Engineering, Solutions Delivery, and Customer Success Management to strengthen sales execution, design fit-for-purpose customer solutions, ensure reliable implementation, and drive sustained adoption and value realization across the enterprise customer lifecycle.

2. Context (Global influences, environmental / industry demands, organizational mission etc.)

We at MTN Cameroon are a purpose and value-led organization.

At MTN Cameroon we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Staff Leadership and Management:

• Coach and mentor direct reports to ensure staff motivation is high, and performance objectives are achieved.

• Ensure skill transfer for staff development, motivation and business continuity.

• Guide and direct suppliers and third parties in achieving Opco objectives.

• Identify staff training and development needs and implement necessary actions.

• Manage team, including recruitment, onboarding and attrition.

• Set goals and objectives for direct reports, monitor progress, and maintain motivation.

• Set up the appropriate structure to meet departmental management objectives.

• Provide an advisory function on governance and best practices.

Governance: Ad Hoc, Strategic and Operational Meetings:

• Set up and participate in ad hoc and operational meetings.

• Participate and provide inputs in tactical meetings.

• Report at process and functional level.

• Review and identify key risks, issues and dependencies and set mitigation actions.

• Manage budgets.

• Sign off or make decisions regarding operational changes.

Escalations:

• Manage and resolve escalations that have an impact on the critical path of service delivery or customer success.

• Escalate issues that will result in significant time, scope, employee, customer, or cost impact if not resolved.

• Manage and provide solutions to issues that require formal resolution.

Operational Performance:

• Ensure effective execution of day-to-day operations and resolve operational issues.

• Review team performance against agreed KPIs and compliance with SLAs and reverse SLAs.

• Review and monitor continuous improvement plans through leading practice initiatives.

Sales Enablement:

• Define and execute the enterprise sales enablement strategy, roadmap, governance and operating cadence.

• Develop and maintain sales playbooks, standards, tools, content and processes that improve opportunity progression and execution quality.

• Drive effective adoption and disciplined usage of CRM and other sales tools across the sales organization.

• Coordinate role-based capability development, onboarding, coaching and certification for sales teams.

• Establish feedback loops with Sales, Marketing, Product, Solutions Engineering, Solutions Delivery and Customer Success to continuously improve enablement assets.

• Track enablement adoption, sales execution quality and impact, and initiate corrective actions where required.

Solutions Engineering:

• Lead Solutions Engineering as the strategic technical solutioning authority across the opportunity’s lifecycle, beyond traditional bid-support coordination.

• Translate customer business outcomes and requirements into differentiated, scalable and commercially viable solution architectures.

• Own solution design governance, technical due diligence, architecture assurance and solution sign-off before customer commitment.

• Lead cross-functional solution teams across Technology, Product, Security, Finance, Legal, partners and delivery functions for complex opportunities.

• Ensure solution feasibility, cost integrity, operability, security, compliance and readiness for implementation.

• Develop reusable solutions' blueprints, reference architecture, technical standards and knowledge assets.

• Support executive customer engagements and articulate the technical and business value of proposed solutions.

• Ensure structured handover from Solutions Engineering to Solutions Delivery and Customer Success Management.

Solutions Delivery:

• Ensure timely and efficient implementation & delivery of the solutions to be delivered to business customers, by coordinating with required internal functions (Customer services back office, Technology, Marketing, etc.)

• Ensure effective planning, management and implementation of projects for the delivery of solutions to SME/Corporate customers, within budgetary guidelines and defined timelines while utilizing appropriate resources;

• Act as the main point of contact and be responsible for the overall design of projects aiming at delivering solutions to customers

• Mitigate client and internal risks through comprehensive understanding of all downstream impacts of project components and partner with sales and marketing teams to facilitate operational procedures and implementation processes for new products and services

• Provide direction and guidance to both internal operational functions and client to mitigate project risks to all parties.

• Represent Implementation team to the customer throughout sales process including written and oral communications.

Customer Success Management:

• Define and implement the Customer Success Management framework, segmentation, engagement model, governance and lifecycle standards for enterprise customers.

• Ensure structured onboarding, adoption planning and transition from solution delivery into steady-state customer success.

• Drive proactive customer health management, service reviews, adoption, value realization and risk mitigation for assigned customer segments.

• Coordinate cross-functional resolution of customer issues and ensure clear ownership, visibility and closure of critical actions.

• Develop customer success plans that connect contracted outcomes, solution adoption and measurable business value.

• Identify and coordinate expansion, renewal and advocacy opportunities with Sales while maintaining clear role accountability.

Capture customer insights and recurring service themes to improve solutions, delivery standards, product roadmaps and operating processes

Education:

• Bachelor’s degree in engineering, Business Management, Sales, Marketing or a related discipline

• Master’s degree in engineering, Business Management, Sales, Marketing or equivalent preferable

• Fluent in both French/English

Experience:

• Minimum 8 years' experience including:

• 3 years' leadership within TELCO, Bank, Fintech, FMCG

• Experience in Public Sector, Corporate, SME market as well as Project Management are an asset

• Manager track record of 5 years or more

• At least 5 years in overall project implementation for large telecommunications or ICT projects

• Demonstrated experience in solution engineering, sales enablement, customer success, or ICT solutions deployment