Job Responsibilities

Network & Customer Growth:

• Drive FTTH/4G/5G Rollout: Lead and execute the rollout strategy for FTTH, 4G, and 5G networks in the region to ensure successful deployment, expanding the network footprint.
• Prioritize Rollout Opportunities: Analyze and prioritize rollout opportunities, focusing on areas with high demand and potential for growth, such as inactive customers and areas with high churn.
• Upskill Rollout Team: Ensure that the team is well-versed in rollout qualification criteria to drive performance and efficiency.
• Convergence of FTTB and FTTH: Work on strategies to integrate FTTB (Fiber to the Building) and FTTH for seamless network coverage.
• Channel Rollout Strategies: Develop tailored channel strategies for different markets, including landlord packages, wholesale offerings, and low-cost area distribution.
• Strategic Partnerships: Cultivate relationships with estate developers, government housing projects, SACCOs, and corporates to expand the fixed broadband footprint.
• Access Issues Management: Proactively resolve access issues within estates, including long-term engagement and tailored support.
• ARPA Initiatives: Own and drive programs related to Average Revenue Per Account (ARPA), such as ShowMax, 4G for Home discounts, upgrade programs, and loyalty initiatives.
• Retention Management: Lead the regional account management team to improve retention rates through activities like CVM, insights, and customer engagement programs (on-ground and outbound calls).
• Dealer Support: Enhance retention capabilities for dealers and provide ongoing support for improving retention processes and strategies.

Product Development & Innovation:

• Customer-Centric Product Strategy: Act as the liaison between the Fixed Data Tribe, Channels, and Segments to review insights and develop products that address customer needs and streamline the customer journey.
• Smart Homes & IoT Adoption: Lead initiatives to promote the adoption of smart home use cases and IoT solutions to extend the value of fixed internet beyond basic connectivity.
• Upskill Team & Performance Monitoring: Identify skill gaps in the team through NPS feedback, retention surveys, and customer insights, and implement actions to address them.

Operational Excellence & Automation:

• Contractor Monitoring: Ensure that contractors meet high-quality standards in service delivery and workmanship by working closely with the Technology home support team.
• Digital Transformation: Drive digitalization and automation of key fixed broadband processes, including rollout, sales, customer experience, and dealer payment systems, to improve efficiency and reduce costs.

People Management 

• Develop, coach and motivate the team to achieve overall objectives and manage team performance.

Qualifications

• Bachelor’s degree in Business Administration, Engineering, Telecommunications, or a related field.
• A Master’s degree in Business Management or a related discipline is a plus.
• Minimum of 5 years of experience in a similar role within the telecommunications industry, focusing on fixed broadband services (FTTH/4G/5G).
• Proven track record of managing large-scale network rollouts, customer acquisition, and retention programs.
• Experience in managing cross-functional teams and driving complex projects to successful outcomes.
• Familiarity with digital transformation initiatives in sales, customer service, and operational processes.
• Strong leadership, team management, and coaching abilities.
• Excellent strategic thinking and problem-solving skills.
• Strong communication and stakeholder management skills, with the ability to engage at senior levels.
• Ability to analyze data and derive actionable insights to drive growth and performance.
• Knowledge of fixed broadband technologies and trends (FTTH, FTTB, 4G/5G)
• Familiarity with CRM systems, digital tools, and automation platforms
• Willingness to travel within the region as required
• Valid (BCE) driving license with no recent driving violations