Head of Postpaid CVM.Consumer at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job:  

• The Head of Postpaid Customer Value Management (CVM) – is responsible for developing the Customer Value Management (CVM) Postpaid strategy.  This would cover the postpaid 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 product life cycle and management strategy, 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;
• 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.   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 smartphones with data bundles attached
• % 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.
• Ensure 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 & 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

QUALIFICATIONS

Job Specifications/ Minimum & Preferred Requirements

• Education / Business Degree   
• Minimum of 4 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

Training   

• Industry and company required training
• Industry / Certifications   Not Applicable
• Any other specifications   Attitude of Innovation, inventiveness & thought leadership
• Pan Africa multi-cultural experience
• Telecommunications industry experience 
• 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