Head of Postpaid CVM.Consumer

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