We are recruiting for a Senior Manager: Postpaid CVM Commercial. This role is accountable for driving revenue growth, platform development, customer penetration, and base management within the Postpaid Business Unit. The Senior Manager will lead personalized cross-sell and upsell initiatives, manage churn reduction strategies, enhance customer value perception, and improve product Net Promoter Scores (NPS). Key responsibilities include defining and executing the overall cross-sell and upsell strategy, overseeing the development of an integrated platform and base management roadmap, and providing both managerial and operational leadership. The role also covers end-to-end product lifecycle management – from concept and market launch to profitability tracking, support, training input, and product discontinuation.
Duties and Responsibilities:
- Leading a team of Commercial Managers to create and deliver positive customer lifetime values through agreed end-to-end lifecycle management and customer experiences
- Managing team performance as part of the Senior Management Team and taking ownership of creating an internal and external customer-centric environment for the Product Services team to execute the strategic mission for the Commercial Functional Area in alignment with overall business strategies of revenue growth, customer experience excellence and maximising returns to shareholders
- Leading and managing the commercial and advanced analytics streams by developing the personalised cross-sell and upsell base development strategy and aligning output with strategic and business plan objectives
- Leading and supporting Commercial Managers in delivering a competitive strategy for the Customer Value Management (CVM) portfolio to support all segments in all regions
- Working closely with Advanced Analytics to understand market trends, product performance and impact on base development
- Developing and maintaining a comprehensive set of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) against development activities, enhancements and opportunities
- Developing a Go-To-Market action plan specifying how the department will reach target customers and achieve competitive advantage
- Participating in the development of next-generation cross-sell and upsell strategies across product lines including prepaid, postpaid, fixed and wholesale by applying functional expertise to test strategic viability and contributing creative ideas and insights to support strategy formation
- Contributing towards the achievement of the base development strategy by identifying, evaluating and structuring key products and capabilities to ensure continued financial health and maximum value creation through the customer lifecycle
- Maintaining an understanding of the overall connectivity business strategy by engaging with internal and external stakeholders to develop suitable execution plans for achieving strategic objectives
- Codifying methodologies and processes within the CVM Cross-Sell and Upsell team for refinement and proliferation across multiple platforms, lines of business and the wider organisation
- Managing and leading cross-functional teams (segment, product, technology, advanced analytics) to deliver products to market in line with the CVM and base development strategy
- Driving commercial growth and profitability improvements at the Earnings Before Interest, Tax, Depreciation and Amortisation (EBITDA) and Return on Investment (RoI) level
- Providing industry expertise by researching, analysing and interpreting technical, market and internal information to support, diagnose and design data-driven personalised cross-sell and upsell solutions
- Driving the effective incorporation of leading-edge capabilities and technologies including Machine Learning, Advanced Analytics and Marketing Technology software into day-to-day operations
- Managing the creation of development plans and forecasts by directing Commercial Managers to own this activity and regularly reviewing output
- Managing regular tracking and reporting of performance across all product lines to optimise customer lifetime value by driving engagement, reducing churn, increasing revenue, improving margins and increasing sales volumes
- Developing and maintaining sound processes and effective working relationships with all relevant stakeholders to optimise delivery on CVM objectives
- Identifying and managing stakeholders at various levels, determining their needs, issues and concerns and addressing these through the development of stakeholder engagement plans to support the communication of business information and decisions
- Engaging the Pricing team where required for input on pricing
- Conducting regular assessment of divisional performance against defined KPIs
- Keeping abreast of competitors’ products and activities in the market
- Presenting and influencing final decision makers, both internal and external, to obtain buy-in for concepts and ideas
- Preparing, reviewing and signing off final documentation for development and release into the market
- Preparing, controlling and administering yearly revenue and margin targets for the cross-sell and upsell department
- Developing and implementing policies to achieve targets
- Working closely with Advanced Analytics to implement tracking and variance reports against targets
- Informing Executives timeously of additional resource needs, development requirements or risks to targets
- Practising excellent interpersonal skills during internal collaboration with the Data Analysis and Statistics teams to produce class-leading personalisation products
- Applying significant experience in analysing and understanding customer spending and engagement behaviour in high-volume, high-transaction environments such as telecommunications, banking and e-commerce
- Utilising advanced marketing technology combined with analytical assets and methodologies to target and recommend lifetime value-enhancing products to end-users
- Evaluating and prioritising opportunities through business case development
- Leading and motivating staff to deliver objectives effectively, ensuring development opportunities, appraisal systems and management frameworks are embedded and Human Resources procedures are followed
- Providing advisory, support and mentorship functions to enable staff to develop their careers
- Maintaining a low staff turnover rate
- Initiating appropriate labour relations action within the department when required
- Establishing, evaluating and guiding the department’s Employee Performance Management programme
- Setting KPI targets and goals in line with departmental strategy and business objectives
- Recruiting employees, assigning and directing work, overseeing development, identifying training needs and maintaining staff competence
Minimum Requirements:
- Honours degree(s) in Engineering, Economics, Business Science or Actuarial Science
- Preferably an MBA or similar from a leading business school
- At least 8 years’ experience in telecommunications or a related technical sector in a medium- sized to large company
- At least 4 years’ experience in commercial management
- At least 2 years’ experience at managerial level (managing a team directly or indirectly)