Job Description
Mission/ Core purpose of the Job:
- The Head of Postpaid Customer Value Management (CVM) – is responsible for the Customer Value Management (CVM) Postpaid strategy and execution. This would cover the postpaid and residential base management and development, postpaid retention & upgrade strategies, churn strategies, recharges and targeted campaigns.
Responsibilities
Key Performance Areas Measures (KPIs for job)
Key Job Responsibilities
Strategy Development
- Develop and drive the implementation of the Postpaid strategy for MTN SA, 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 customer life cycle and management, in line with overall strategy
- In life base management strategies
- Churn and retention strategies and campaign execution As per business plan and business pillars
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. As per business plan
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; 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. As per business plan
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 customers with >2 products/services
- Incremental revenue
- # of customers saved through retention campaigns
- % of inbound customers with revenue/margin improvements
- Drive best practices and ensure that propositions are correctly targeted and churn is reduced.
Collaboration / Coordination
- Ensure collaboration with Segments, Channels, Business Intelligence teams to ensure market value creation through branding;
- Collaborate with GMs & SMs, under the direction of the GM, 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
Managerial / Supervisory Responsibilities
- Accountable for the morale, performance, and development of the department’s human capital;
- Align departmental values with MTN brand values;
- Approve work structure process before adoption by the team;
- Coach and mentor direct reports;
- Enforce team members’ compliance to standard working processes and procedures;
- Ensure adequate succession planning and that succession plans that are in place are achieved;
- Ensure assigned team is led motivated, and rewarded to achieve KPA’s;
- Ensure that coaching / mentoring programs and personal development plans are in place for all staff members;
- Ensure effective management of diversity among personnel in the division;
- Identify staff training and development needs and implement necessary actions;
- Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines;
- Possess the authority, presence, and integrity to command respect from colleagues and from external contacts;
- Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning and goal setting);
- Provide guidance and leadership ensuring future focus and current efficiency;
- Recruit and build a world class information management team;
- Set goals and objectives for direct reports, monitor progress and maintain motivation;
- Set overall direction for the division; and
- Provide an advisory function on governance and best practices in client experience.
Role Dependencies
MTN corporate policies and procedures
- Stakeholders Landscape
- Internal Stakeholders: Interaction and Relationship Customer Value Management GM
- Group CVM
- Consumer Postpaid & Residential GMs and SMs
- Governance Forums
- Product Development Board
- Demand Management Committee
- Audit Committee
- Internal Auditors
- External Stakeholders: Interaction and Relationship External auditors
- Discretionary Space (if applicable)
- Decision Making Constraints: Not applicable
- Authorities: Approved headcount and budget
- As per delegation of authority
- Authority to ensure alignment to business / divisional strategies
- Balancing cost allocation versus benefits to the business
- Budget approval
- Expenditure, conformance with budgets as per delegation
- Sign off on divisional training plans
- Staff recruitment in line with policy
- Negative Indicators Not applicable
Qualifications
Job Specifications/ Minimum & Preferred Requirements
- Education / Business Degree :Minimum of 3 year Commercial/Marketing/Business Degree/Statistics
- 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 continuous improvement through the implementation of best practices Experience in Global Brand leading practices and trends
Any other specifications:
- Attitude of Innovation, inventiveness & thought leadership
- Pan Africa multi-cultural experience
- Telecommunications industry experience preferable
- Willing and flexible to travel within Africa and Middle East
- Fluent in English
- Worked across diverse cultures and geographies
Competencies
Global Talent Standards Head – Big Picture Focus (25)
- Strategy Formulators
- Decisive Problem Solver
- Innovative Value Creator
Heart – People & Emotional Intelligence (35)
- Culture and Change Champion
- Inspiring People Leader
- Relationship Builder
Hands – Results Focused (30)
- Results Achiever
- Operationally Astute
- Analytics and insights
Deadline:18th June,2025
Gmail
Yahoomail