General Manager: Customer Value Management Post Paid Enterprise Business at MTN

The Role

The General Manager, Customer Value Management (CVM) – Post Paid and EBU (Enterprise Business Unit) is responsible for developing the CVM Post-Paid and EBU strategy. This would cover the CVM management planning and development, post-paid retention strategies and loyalty, targeted campaigns and tariff migration management.

Key Job Responsibilities

Strategy Development:

• Develop and drive the implementation of the CVM Post Paid and EBU strategy for MTN SA (South Africa), enabling the business to drive revenue targets as set and increase the necessary pipeline conversions.
• Provide input into the CVM business strategy to support the consumer business in line with the overarching business goals and ensure that MTN maintains and improves its leadership positioning
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps, aligned to group strategy and frameworks
• Define the standards and set targets for performance across various activities and identify the parameters for measurement of performance
• Provide input for the product life cycle and management strategy, in line with overall strategy

Staff Leadership and Management:

• Build and manage a high performing team by providing leadership, role clarity, training and career development;
• Source, induct and manage talent in accordance with legislative guidelines;
• Ensure open communication channels with staff and implement change management interventions where necessary;
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team;
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program;
• Develop and implement a training plan in order to build and develop skills within the team;
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan;
• Performance manage resources in accordance with HR policy and legislation where necessary;
• Actively participate in leadership team and develop skills of own team; and
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.

Governance 

Strategic Meetings:

• Hold strategic meetings, ensure relevant participation and provide guidance and support in the various discussions;
• Drive enterprise wide transformation initiatives, elicit inputs from relevant parties;
• Drive adequate risk mitigation and controls, and elicit inputs from relevant parties;
• Sign off approval on new initiatives;
• Provide relevant budget for internal projects; and
• Prepare proposal on change initiatives, SLA policies and procedures.

Escalations:

• Manage and resolve issues that will result in severe time, scope, productivity and cost or resource impact; and
• Resolve and provide guidance to issues escalated.

Tactical:

• Manage all projects and initiatives;
• Review key risks, issues and dependencies and set mitigation actions; and
• Sign-off / make decisions regarding tactical changes.

Performance:

• Monitor performance and alignment with MTN global strategy and per industry best practices;
• Review performance against agreed Key Performance Indicators (KPIs) and review service level agreements;
• Identify opportunities for improvement and collaborate with respective OPCOs and teams to agree on corrective actions;
• Ensure provision of appropriate support to consumer functions; and
• Create and monitor plan for continuous improvement and monitor adherence to the plans.

Reporting:

• Report on a monthly basis to CCO relating to progress made within the division and in accordance with the measurement metrics set by the organisation;
• Highlight to the management significant deviations from defined performance metrics; and
• Report on an adhoc basis on specific projects, as required.As per business plan.

Budgets:

• Develop and manage of departmental budgets in line with business objectives;
• Develop and manage project initiative budgets in line with business objectives; and
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. As per business plan.

Operational Delivery:

• Revenue from X-sell and up-sell as % of service revenue
• % of smartphones with data bundles attached
• % of customers with >2 products/services
• Revenue generated from tariff up-sell as % of service revenue
• Revenue dilution saved as % of service revenue
• # of customers saved through retention campaigns 
• % of post-paid base in contract or prepaid on loyalty programmes
• % of inbound customers with revenue/margin improvements 
• NPS for outbound communication & information
• NPS for tariffs/pricing
• Drive best practices and ensure that propositions are correctly targeted and churn is reduced.
• subscriber registration and activation is embedded in the customer experience strategy, driving process efficiency and speed and avoiding the negative impact on the customer

Collaboration / Coordination:

• Ensure collaboration with Segments, Channels, Business Intelligence teams to ensure market value creation through branding;
• Collaborate with other GMs, under the direction of the COO, to ensure the effectiveness of the consumer business model;
• Collaborate with BI and Planning function to provide feedback and insights on the efficacy of the overall strategy. As per business plan and business pillars.

Minimum & Preferred Requirements

Education / Business Degree:

• Minimum of 4 year Commercial/Marketing/Business Degree
• MBA or Masters in relevant field of study (Preferred)

Work Experience:

• Min 10 years of relevant work experience in a strategic Global Brand Management/Commercial/ Chief Marketing Officer role
• Experience working in a global/multinational enterprise /FMCG 
• Understanding of emerging markets 
• Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in Compliance Operations within a Telco
• Experience in continuous improvement through the implementation of best practices Experience in Global Brand leading practices and trends
• Telecommunications industry experience