SUMMARY:
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POSITION INFO:
Role Purpose
The Director, Fixed Business is accountable for defining and executing the fixed connectivity strategy to deliver superior broadband experiences, accelerate digital adoption, and drive sustainable growth across consumer and enterprise segments. This role provides strategic leadership in shaping fixed network propositions, go-to-market execution, and customer lifecycle management to reinforce the organization’s position as a leading provider of converged connectivity solutions in Africa.
Reporting to the Chief Consumer Business Officer, the Director oversees end-to-end performance of fixed services including fibre-to-the-home (FTTH), fixed wireless access (FWA), enterprise connectivity, and managed services, leveraging data-driven insights to anticipate evolving customer needs, optimize portfolio profitability, and enhance customer experience. The position champions operational excellence and commercial rigor, embedding agile ways of working and driving innovation in product design, pricing, and service delivery.
The role partners closely with cross-functional teams including Technology, Marketing, Enterprise Business, Customer Experience, and Regional Frontline Teams to ensure integrated delivery of fixed connectivity initiatives and consistent brand experience. It also drives capability development within the fixed business organization, fosters a culture of innovation, and accelerates adoption of next-generation technologies such as fibre, 5G FWA, and smart home solutions.
Strategic Accountability
- Fixed Connectivity Strategy Execution: Define and implement the fixed broadband roadmap for consumer and enterprise segments to sustain growth and market leadership.
- Portfolio Innovation & Optimization: Develop and refine fixed propositions, pricing models, and bundling strategies to meet evolving customer needs.
- Customer-Centric Operational Excellence: Embed agile delivery and performance discipline across squads to maximize impact and speed-to-market.
- Route-to-Customer Enablement: Design and optimize distribution models for fixed services, ensuring efficient installation, activation, and aftersales support.
- Data-Driven Insights: Utilize analytics to monitor network performance, predict demand, and personalize offers for improved customer engagement.
- Capability Development: Build and nurture talent within the fixed business team to strengthen expertise in connectivity solutions and digital innovation.
- Cross-Functional Collaboration: Work with Technology, Marketing, and Enterprise teams to ensure cohesive execution of fixed connectivity initiatives.
Anchored in the organization’s purpose of transforming lives, this role ensures fixed connectivity services deliver superior experiences, empower homes and businesses, and reinforce market leadership as an innovative technology company.
Key Accountabilities and Decision Ownership Fixed Connectivity Strategy & Vision
- Define and own the fixed connectivity strategy for Consumer and Enterprise segments.
- Develop a multi-year roadmap for FTTH, FWA, and enterprise connectivity aligned to growth targets.
- Monitor market trends and competitive landscape to future-proof fixed propositions.
- Set pricing architecture and bundling strategies for fixed services.
- Establish KPIs and governance frameworks for fixed business performance.
- Align fixed strategy with broader technology transformation agenda.
Portfolio Innovation & Product Development
- Design and launch innovative fixed propositions (bundles, smart home, managed services).
- Integrate value-added services (content, cloud, security) into fixed offerings.
- Optimize existing portfolio performance through lifecycle management.
- Develop segment-specific solutions for SOHO, SME, and enterprise customers.
- Ensure regulatory compliance and fair usage policies across all fixed products.
- Drive continuous improvement through test-and-learn frameworks.
Route-to-Customer & Distribution Enablement
- Define channel strategy for fixed services (retail, digital, enterprise frontline).
- Optimize installation and activation processes for speed and quality.
- Develop regional rollout plans for fiber and FWA coverage expansion.
- Equip frontline teams with sales playbooks and enablement tools.
- Implement digital self-service flows for fixed service onboarding.
- Monitor channel performance dashboards and recalibrate as needed.
Customer Experience & Lifecycle Management
- Engineer frictionless customer journeys from order to activation.
- Implement proactive care models for fault resolution and service assurance.
- Launch customer engagement programs (loyalty, upsell, retention).
- Track NPS and CSAT scores for fixed services and drive improvement plans.
- Develop after-sales support frameworks for enterprise SLAs and home care.
- Capture voice-of-customer insights to inform product and process design.
Commercial Excellence & Revenue Growth
- Own fixed business P&L, including revenue, margin, and cost-to-serve.
- Define pricing and discount frameworks for competitiveness and profitability.
- Drive ARPU growth through upsell and cross-sell initiatives.
- Implement structured incentive programs for sales and channel partners.
- Conduct quarterly business reviews with key stakeholders.
- Deploy analytics-driven interventions to boost underperforming regions.
Technology & Network Readiness
- Collaborate with Technology to ensure network capacity and quality for fixed services.
- Define rollout priorities for fiber and FWA based on demand and ROI.
- Ensure integration of next-gen technologies (Wi-Fi 6, 5G FWA, IoT).
- Monitor network performance dashboards and escalate issues proactively.
- Align network investment plans with commercial objectives.
- Drive innovation pilots for smart home and enterprise connectivity solutions.
Governance, Risk & Compliance
- Implement risk management frameworks for fixed operations and credit exposure.
- Ensure regulatory adherence across all fixed activities.
- Establish audit and assurance processes for compliance and quality.
- Develop contingency plans for service disruptions and operational risks.
- Enforce data privacy and security standards in customer interactions.
- Maintain environmental and sustainability compliance for infrastructure projects.
Analytics, Insights & Performance Management
- Build real-time dashboards for fixed business performance (activations, churn, ARPU).
- Conduct forecasting and scenario planning for demand and capacity.
- Leverage predictive analytics for churn prevention and upsell targeting.
- Define OKRs and KPI targets for teams and monitor progress.
- Publish monthly and quarterly performance reports for leadership.
- Drive data-driven decision-making across all pillars.
Stakeholder Management
- Act as the primary liaison between the Chief Consumer Business Officer and key internal/external stakeholders.
- Build and sustain strong relationships with infrastructure partners, regulators, and ecosystem players.
- Engage with government agencies and regulatory bodies on compliance matters.
- Collaborate cross-functionally to align fixed initiatives with organizational priorities.
- Leverage stakeholder insights and market intelligence to refine strategy and execution.
- Represent the organization in strategic forums and industry partnerships.
Leadership and Talent Development
- Coach, mentor, and empower the Fixed Business leadership team.
- Design and evolve the organizational structure to support scale and specialization.
- Build critical capabilities in connectivity strategy, CX, analytics, and digital enablement.
- Institutionalize training frameworks and operational playbooks.
- Embed OKRs and a performance-driven culture.
- Drive diversity, inclusion, and succession readiness.
- Lead change management for major transformation initiatives.
- Model ethical leadership, integrity, and transparency.
- Foster a culture of innovation and agility.
Must have technical / professional qualifications:
- · At least 15 years of progressive leadership experience in fixed connectivity, broadband strategy, and customer lifecycle management, with 5 - 7 years in executive roles within complex, multi-market organizations (telecom, technology, or regulated industries).
- · Proven ability to develop and execute fixed connectivity strategies (FTTH, FWA, enterprise solutions), drive market penetration, optimize pricing models, and deliver innovative propositions for consumer and enterprise segments.
- · Demonstrated success in digital-first service delivery, including self-service platforms, automation, and smart home/enterprise connectivity solutions.
- · Experience in regulatory compliance for infrastructure projects, including right-of-way, environmental standards, and QoS obligations.
- · Demonstrable experience in building high-performing technical and commercial teams, coaching senior leaders, and fostering a culture of innovation and agility.
- · Proven ability to lead major transformation initiatives, including fibre expansion, FWA rollout, and customer experience redesign.
- · Bachelor’s degree in Telecommunications, Engineering, Business Administration, Technology or related field from a recognized institution.
- · MBA or relevant Master’s degree is an added advantage.
- · Certifications in Project Management, Agile Leadership, Network Planning, or Data Analytics (e.g., PMP, SAFe Agile, Broadband Forum certifications) are highly desirable.
- · Member in good standing of a recognized professional body is required.
- · Deep understanding of fixed network technologies (FTTH, FWA, GPON), service assurance, and customer lifecycle management, including global best practices.
- · Expertise in data-driven decision-making, forecasting, and performance optimization for fixed connectivity.
- · High ethical standards with a reputation for integrity, sound judgment, and resilience in dynamic environments.
