Senior Manager: Postpaid CVM Commercial at Cell C

Purpose

• Responsible for the overall revenue, platform development, customer penetration, base management, base development related to personalized cross, upsell initiatives churn management, value perception and product NPS for Postpaid Business Unit.
• Define and deliver the overall cross and upsell strategy and manage the development of an integrated platform and base management roadmap.
• Provide managerial and operational guidance to ensure the end to end, delivery of the product line, from inception to going live in the market, to product management, profitability management, product support, input into training material and eventual discontinuation of products.
• Lead a team of commercial managers to create and deliver positive customer lifetime values through agreed end to end lifecycle management and customer experiences
• As part of the Senior Management team the primary function is managing the team’s performance, taking ownership of creating an internal and external customer centric environment, for the product services team to carry out the strategic mission for the Commercial Functional Area and align to the company’s overall business strategies of revenue growth, customer experience excellence and maximising returns to shareholders.

Main Responsibilities
Strategic Implementation

• Lead and manage the commercial and advanced analytics streams by developing the personalised cross and upsell base development strategy aligning output with Cell C’s strategic and business plan objectives.
• Lead and support commercial managers in delivering on a competitive strategy for the CVM portfolio to support all segments in all Regions
• Work closely with Advanced Analytics in understanding market trends, product performance and impact on base development
• Develop and maintain a comprehensive set of KPIs and/or SLAs against development activities, enhancements and opportunities
• Deve
• lop an Go To Market action plan that specifies how the department will reach target customers and achieve competitive advantage
• Participate in the development of a next generation cross and upsell strategy for Cell C across product lines (prepaid, postpaid, fixed and/or wholesale) by applying functional expertise to test the viability of the strategy and contributing creative ideas and insights to support the strategy formation process.
• Contribute towards the achievement of the Cell C base development strategy by identifying, evaluating, and structuring key products and capabilities to ensure continued financial health and maximum value creation through the entire customer life cycle
• Maintain an understanding of the overall strategy of the Cell C connectivity business by engaging with the internal and external stakeholders in order to develop appropriate execution plans suitable for the achievement of the strategic objectives.
• Codify the methodologies and processes within the CVM Cross and Upsell team for easy refinement and proliferation across multiple platforms, lines of business and the wider organisation

Operational Excellence

• Manage and lead cross functional teams (segment, product, technology, advanced analysis) to deliver products to market in line with the CVM and Cell C strategy for base development
• Drive commercial growth and profitability improvements at the EBITDA and Return on Investment (“RoI”) level
• Provide industry expertise by researching, analysing and interpreting technical, market and internal information in order to support, diagnose and design data driven personalised cross and upsell solutions
• Drive the effective incorporation of leading-edge capabilities and technologies including Machine Learning, Advanced Analytics and Marketing Technology software into day to day operations
• Manage the creation of development plans and forecasts, directing commercial managers to own this activity and regularly reviewing output
• Manage regular tracking and reporting of performance across all product lines to ensure that Cell C is optimising customer lifetime value by driving engagement, reducing churn, increasing revenue, improving margins and increasing sales volumes.
• Develop and maintain sound and healthy processes and working relationships with all other relevant stakeholders to ensure that the process of delivering on CVM objectives is optimized.
• Identify and manage stakeholders at various levels, finding out their needs/issues/concerns and addressing these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
• Engage the Pricing team where required for input on pricing
• Conduct regular assessment of divisional performance assessment against defined key performance indicators (KPIs)
• Keep abreast of the competitors’ products and activities in the market
• Present and influence final decision makers, either integral and or external to obtain buy-in concepts and ideas
• Prepare, review and sign-off final documentation for development and release into the market

Target and Budget Management

• Prepare, control and administer the yearly revenue and margin targets for the cross- and upsell department
• Develop and implement policies to achieve targets
• Work closely with Advanced Analytics to implement tracking and variation reports against targets
• Inform Executive timeously of the need for additional resources, development needs or risks to targets

Technical Proficiency

• Practice excellent interpersonal skills during internal collaborations with the Data Analysis & Statistics teams to successfully produce class-leading personalisation products
• Significant experience in analysing and understanding customer spend and engagement behaviour in high volume, high transaction environments like telecoms, banking, e-commerce and similar industries
• Advanced experience in utilising marketing technology combined with analytical assets and methodologies to target and recommend lifetime value enhancing products to end-users
• Ability to evaluate and prioritize opportunities via a business case

Staff Management and Development

• Lead and motivate staff to effectively deliver objectives, ensuring development opportunities, appraisal and management systems are embedded and relevant HR procedures are adhered to
• Provide an advisory, support and mentorship function to enable staff to grow within their career
• Maintain a low staff turnover rate.
• Initiate the appropriate Labour Relation action required within the department
• Establish, evaluate, and guide the department’s Employee Performance Management programme
• Set Key Performance Indicators targets and goals as per the department’s strategy and business objectives.
• Recruit employees: assign and direct work, oversee their development, identify training needs and maintain staff competence

Perform any other Related duties as requested by Management

• Uphold HR policies and procedures
• Ensure all activities meet and integrate with organisational requirements for quality management, legal stipulations, health and safety compliance, environmental policies and general duty of care

Qualifications

• Honours degree(s) in Engineering, Economics, Business Science or Actuarial Science
• Preferably an MBA or similar from a leading business school

Experience

• 8+ years’ experience in telecommunications or a related technical sector in a medium- sized to large company
• 4+ years’ experience in commercial management
• 2+ years’ experience at managerial level (managing a team directly or indirectly)