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Head of Postpaid CVM.Consumer
MTN Group
South Africa, Johannesburg
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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
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