Manager - CVM Postpaid Lifecycle.Consumer Post Paid and Home at MTN

Job Description

Mission / Core purpose of the Job 

• Build life cycle journeys to grow subscriber value and loyalty by developing deep base understanding, spanning across consumer postpaid thereby finding commercial opportunities to be unlocked.
• Enable the customer base management strategy and campaign roadmap by performing deep base analytics, identifying commercial opportunities which supports the overall CVM strategy by increasing offer relevance and revenue uplift.
• Translate the opportunities into private offerings to address each of the lifecycle stages of a customer.
• This role focuses on maximizing customer lifetime value, reducing churn, and driving revenue growth through data-driven, personalized engagement across the customer journey.

Lifecycle Development:

• Define and implement the postpaid customer lifecycle strategy, including onboarding, engagement, up and cross sell, retention, and win-back programs.

Campaign Management:

• Lead the design, execution, and optimization of targeted CVM campaigns across inbound, outbound and digital channels using advanced segmentation and analytics.

Customer Segmentation & Insights:

• Utilize customer data and predictive models to create actionable segments and drive personalized experiences. Drive NBX campaigns across lifecycle stages.

Performance Monitoring & Reporting:

• Track KPIs such as Churn, ARPU, NPS, and Campaign ROI. Provide insights and recommendations to improve performance.

Cross-functional Collaboration:

• Work closely with product, digital and customer care teams to ensure alignment and integration of lifecycle initiatives.

Innovation & Continuous Improvement:

• Drive innovation through A/B testing, machine learning integration, and agile marketing practices

Responsibilities

Context: 

• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas:

Strategy

• Enable the customer base management strategy and campaign roadmap by performing deep base analytics, identifying commercial opportunities which supports the overall CVM strategy and P&L by increasing offer relevance and revenue uplift. Ensure efficient management of base leads, by developing and implementing a life cycle journey for all postpaid subscribers. Identify all the life stages to be targeted and identify commercial offers to unlock subscriber value during these stages as well as optimised communication method. Translate the opportunities into private offerings.  Operationally manage lead allocation into the technical environment, the automation of campaigns and analysis.

Delivery

• Specify and create base KPIs to monitor base performance
• Develop lifecycle journeys for consumer postpaid segments
• Implement lifecycle journeys for consumer postpaid segments
• Create and maintain a base lead strategy linked to the lifecycle stage
• Create and maintain a communication strategy per subscriber segment
• Business case development to determine the commercial opportunity of initiatives
• Integration of base analysis into subscriber models
• Integration of initiatives into consumer lifecycle journeys
• Integration of NBX journeys
• Big data specification and inclusion in base analysis

Capability

• Develop, implement and maintain customer lifecycle journeys
• Create and maintain a base lead and communication strategy roadmaps 
• Integration of base analysis into subscriber models
• Integration of initiatives into consumer lifecycle journeys
• Enhancing analytics capability by evaluating technical platforms
• Supervisory / Leadership / Managerial Complexity:  
• Manage contributions and expectations of external service providers and stakeholders
• Ensure ongoing liaison with other areas of the business 
• Review performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Build and enforce a customer centric approach  
• Communicate actively to effectively resolve any potential conflicts that may arise
• Have the self-insight and flexibility to adapt to different situations
• Live the MTN Brand values –influence employees behaviour
• Influence other stakeholders in order to achieve the business objectives of the channel

Role Complexity:

• Financial (limits/mandates etc.)
• Project delivered within set budgets
• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Lateral Dimensions:

• Creativities (improvement/innovation inherent)  
• Suggests concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate results and recommendations to the relevant areas of the business to build a competitive advantage
• Recommend creative and innovative solutions to enhance MTN  performance
• Establish sound relationships with service providers and vendors and business segments
• Encourage continuous service improvement
• Implement cost-saving activities
• Vulnerabilities (control span) 
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Speed to market
• Limited resources
• Evolution of technology
• Legislative changes
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

Collaboration:  

Responsibility towards:  

• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
• Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
• Independent thought and Judgment:
• Objectives set for teams
• Strategic input to the teams
• Dissemination of information
• Monitoring of compliance, performance and efficiency
• Budget compliance
• Resource allocation
• System, process and procedure fine-tuning and development to achieve business objectives
• Decision-making that is effective and responsible for profit and customer and business sustainability and growth
• Make decisions to drive immediate response times
• Use information to drive in-built excellence

Authorities:

• As per delegation of authority

Qualifications

Minimum Requirements

Education:

• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
• Global Experience Standards (10)
• Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization

Competencies

• Head - Big Picture Focus (20)
• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver -  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
• Heart – Emotionally Intelligent (30)
• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager -  Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder  -  Builds relationships across the business in order to influence decision-makers and build team credibility
• Hands – Results Focused (40)
• Results Achiever -  Produces sustainable commercial results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns    

General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)

• Flexible working hours
• Flexibility to travel (local / international)
• Attending functions after hours
• Pressure to meet tight deadlines
• Working in a dynamic and open plan environment

KPA Quality Standards

• Delivery, implementation and enhancement of customer lifecycle journey
• Delivery, implementation and enhancement of subscriber/account contact strategy
• Delivery, implementation and enhancement of subscriber/account communication strategy
• Delivery, implementation and enhancement of subscriber/account understanding via base reporting 

Apply Before: 06/27/2025