Manager: Home Customer Management - MTN

Job Summary:

The Home Customer Management Manager will drive the acquisition, growth and retention of MTN Ghana's Home broadband customer base by owning the products, propositions and digital journeys that customers buy, use and stay on. The role owns the end-to-end product lifecycle, from customer and market insight, proposition design, pricing and business case through go-to-market, in-life base management and retirement.

Key Tasks

Strategy Development and Implementation

• Develop and own the Home customer management and product strategy, and execute the Home (fixed) services programme strategy in line with MTN Ghana's business objectives
• Segment the Home customer base and develop propositions based on customer needs, usage and value to grow, upsell and retain customers
• Generate customer, market and competitor insights to identify market opportunities and inform product decisions
• Review and assess competitive price reaction scenarios and recommend MTN's response
• Drive product innovation and explore new business opportunities from technology evolution (e.g. 5G FWA, Wi-Fi mesh, smart home), sector and market growth
• Define product-led offers within the Home customer lifecycle management (CLM) framework, in conjunction with the CVM team: onboarding, upsell, retention and win-back
• Translate customer segmentation and insight into competitive bundles, digital products, value-added services and lifecycle offers that grow connections, revenue and unlimited share of base, reduce churn and improve customer experience.
• Work closely with cross-functional teams including Network, IT, Digital, Finance, Sales, Marketing, CVM and Customer Experience, as well as device, content and ecosystem partners, ensuring that all Home products and promotions deliver against MTN Ghana's business objectives, regulatory standards and overall, Home Business strategy.

Product Development and Lifecycle Management

• Own the end-to-end product lifecycle for the Home broadband portfolio (FWA and FTTH): ideation, development, launch, in-life management and retirement
• Lead product launches end to end, including requirements, IT/billing configuration, network readiness, testing, training and channel readiness
• Manage base migration from legacy plans and the sunsetting of underperforming products
• Develop and manage product partnerships across FWA and FTTH, including device/CPE vendors, content and value-added service partners, and MTN Ghana's Ecosystem Partners
• Participate in contract negotiations with vendors and partners to reduce cost and drive MTN Ghana Value Creation Philosophy
• Improve the product-related customer experience and drive an increase in Home Net Promoter Score (NPS).

Digital Product Management

• Support the development of digital products and journeys for Home customers (self-service onboarding, app and web purchase, self-installation, usage management, digital payment and top-up)
• Define digital product requirements, user stories and acceptance criteria, and work with IT and Digital teams in an agile way to deliver, test and launch features
• Track digital adoption and conversion (app usage, digital sales share, self-service rates) and use data and customer feedback to iterate and improve journeys.

Commercials, Pricing and Go-to-Market

• Develop pricing, business cases and commercial models for new products and promotions, ensuring integrity of assumptions, business rules and financial returns
• Ensure relevant business rules are applied in the budget and forecast scenarios for Home products
• Plan and manage Home promotions end to end, measuring performance and return on investment (ROI) against the business plan.
• Lead product go-to-market end to end, including marketing, channel readiness, sales enablement and customer communications
• Liaise with sales channel management to identify and attend to channel needs on Home products, and resolve product-related issues

Governance, Reporting & Performance

• Own and report on key product KPIs (connections, revenue, ARPU, margins, churn and unlimited % of base) and provide feedback to senior management as requested
• Ensure all products and promotions comply with MTN policies, governance processes and regulatory requirements
• Ensure quality assurance for all product business cases, product analysis and data generated for reporting
• Partner with cross-divisional functions (Network, IT, Digital, Finance, Sales, Customer Experience, Brand) to deliver products and capture lessons from product successes and failures
• Participate in the review of business processes to drive efficiency gains in support of divisional budget targets
• Continuously monitor performance and adjust strategy and actions to deliver targets
  
  

Context:

• Evolving Digital Telecommunication business and business models.
• Multiregulated environment.
• Increasing demand for digital experiences and data-driven decisions to keep up with customers.
• A shift from share of market to share of life.
• Evolving business models and partnership management.
• Brand Reputation
• Increasing traditional and non-traditional competitors complimented by growing price wars.

Qualification Required & Experience

Education

• Minimum of a bachelor's degree in Economics, Business Administration, Commerce, Marketing, Engineering, Computer Science or Social Science.

Experience

• Minimum of 5 years related experience, with at least 3 years in a supervisory role
• Proven experience in product management or proposition development, including launching and managing products in-life against business targets
• Experience developing pricing, business cases and commercial models for products and promotions
• Experience delivering digital products or customer journeys (apps, web, self-service) is a plus
• Experience in customer lifecycle or base management (acquisition, upsell, retention)
• Experience in a Telecoms, FMCG or Services environment; telecoms / broadband experience would be an added advantage
• Prior experience in fast-paced, highly competitive environments with cross-functional teams (Marketing, Sales, Technology, Finance)
• Exposure to working across diverse cultures and geographies is an advantage

Training:

• MTN onboarding and Home Business immersion
• Data privacy and information security (annual refresher)
• Product management, agile and digital product training as required

Knowledge:

• Product Development and Lifecycle Management
• Digital Product Management (user journeys, requirements, agile delivery)
• Proposition Development and Pricing
• Business Case and Commercial Modelling
• Customer Insight, Segmentation and Marketing Research
• Customer Lifecycle Management (CLM)
• Go-to-Market Planning and Execution
• Business Performance Measurement & Management
• Competitive Intelligence
• Telecommunications Business Savvy (FWA, FTTH)
• Partner and Vendor Management
• Data Privacy & Compliance
• Microsoft Office Suite, Power BI and internal software applications

Skills / physical competencies:

• Manages self and be a collaborator, good conflict management, takes and manages accountability
• Customer Centric Skills – Customer Centricity (Internal and External)
• Energy and Drive – Innovative, takes initiative, result oriented and develops self consistently
• Interpersonal Skills - Leadership, customer centricity, collaborative and coaches and develops direct reports
• Personal Skills - Trustworthy, integrity and ethical in dealings
• Operating Skills - Ability to focus on priorities and plans, shares knowledge effectively
• Organizational Positioning Skills - Good written and verbal communication, Ability to communicate complex technical concepts to diverse audiences, executive presentation skills
• Strategic Skills – Global thinker, Analytical thinking, and Problem-solving abilities, Systems thinking

Behavioural qualities:

Must live the MTN Values of

Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion

Must exhibit the MTN Vital Behaviors of

Complete Candor, Complete Accountability, Active Collaboration & Get it done.

General working conditions

Anywhere/Anytime work/ Ability to manage self/Personal accountability.

Location: Accra

🔥 SIMILAR JOBS YOU MAY LIKE → APPLY