Head of Postpaid CVM.Consumer needed at MTN

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Job title : Head of Postpaid CVM.Consumer

Job Location : Gauteng, Johannesburg

Deadline : July 13, 2024

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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


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.


  • 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.


  • Manage all projects and initiatives;
  • Review key risks, issues and dependencies and set mitigation actions; and
  • Sign-off / make decisions regarding tactical changes.


  • 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


  • 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


  • 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


Job 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


  • 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


  • Global Talent Standards   Head – Big Picture Focus (25)
  • Strategy Formulators
  • Decisive Problem Solver
  • Innovative Value Creator

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • This job has expired!

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