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Head of Postpaid CVM.Consumer

4 months ago

Johannesburg, South Africa MTN Group Full time

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

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

J ob 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

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