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.
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
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
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 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
