Vacancy title:
Chief Consumer Officer

[Type: FULL_TIME, Industry: Telecommunications, Category: Admin & Office]

Jobs at:
MTN Zambia

Deadline of this Job:
Wednesday, October 15 2025

Duty Station:
Zambia | Lusaka | Zambia

Summary
Date Posted: Monday, October 6 2025, Base Salary: Not Disclosed

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JOB DETAILS:

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Chief Consumer Officer

Mission:

To lead and define the consumer division strategy, overseeing all activities related to the division with a focus on value delivery and innovation. This role is accountable for driving the digital agenda, moving beyond traditional telecom to increase revenue generation, grow new/existing digital products, and improve brand value. The core purpose is to position MTN Zambia at the forefront of digital innovation, developing digital products and digitizing the brand and customer experience.

Key Responsibilities:

• Be accountable for the overall consumer and digital strategy. Design, implement, and facilitate implementation of MTN marketing and consumer plans to maintain strategic competitive position through research Define and develop MTN Zambia’s digital roadmap to drive revenue and penetration in alignment with the company’s vision. Act as a change agent to drive digital transformation across the organization;
• Develop and deliver a compelling value proposition to achieve sustainable competitive advantage and company objectives; Development of relevant and differentiated value propositions tied to respective segments and implementation of major innovations in the market;
• Review MTN Zambia consumer strategy and assess resource requirements for Consumer Department to operate effectively and meet set targets;
• Develop integrated strategic & tactical marketing plans to address current and future business activities. Monitor and measure results against business plan, and ensure budget optimization. Evaluate evolving technologies and impact on business performance with a view to identifying opportunities for value creation and revenue growth;
• Forecast, plan, and review the company revenue model, with a specific focus on growing the contribution from digital services. Head the Pricing committee and oversee product pricing;
• Accountable for developing and implementing marketing strategies across all business aspects. Drive digital services by enabling customer-centric digital products, platforms (e.g., self-care, e-commerce), and Go-to-Market strategies;
• Institutionalize business intelligence and leverage customer analytics to derive insights for strategy and campaign management. Develop a data-first approach for key business decisions Drive market research to gather market insights and intelligence in order to identify new product development opportunities and enhancements;
• Drive development of base management and retention strategies to maximize customer lifetime value. Drive digital channel transformation to create superior and efficient customer experience;
• Serve MTN Zambia’s customers and provide solutions to improve the customer experience. Market. Build and enforce a customer centric approach, ensuring that customer needs and requirements are satisfied through appropriate systems / processes / procedures and that systems enhance the customer experience.  Drive planned strategy for the successful delivery of MTN Group and MTN Zambia customer experience transformation initiatives;
• Monitor and measure results against business plan and ensure budget optimization. Responsible for costs and budgets, ensuring cost-effectiveness and maximizing cost/benefit ratios for both traditional and digital investments. Report on results, including compilation of periodic activity, budget compliance and feedback reports;
• Oversee the development of brand-building strategies via advertising, sponsorship, promotions and public relation and development of advertising strategies, execute plans and establish a comprehensive communication programme to build MTN brand/image, which stimulates connections, usage and retention. Responsible for sponsorship and promotions/marketing plan and subscribers and revenue forecasts. Build relationships with media and creative agencies to enhance and promote MTN, monitor market and media trends and identify strategic (new / impactful) media opportunities, as appropriate;
• Champion contract negotiations to reduce cost. Support managers in the negotiation and management of tender agreements in conjunction with procurement;
• Effectively manage, mentor, and coach the consumer and digital teams, ensuring skills development and building talent by identifying and developing new leaders for the future; Set clear objectives and manage performance of team;.

 Requirements:

• Business Administration or similar degree with a relevant Masters' degree (e.g., MBA);
• At least 8-10 years of accountability running a consumer business in a multinational organization, with a minimum of 5 years in a strategic consumer or digital leadership role or heading the marketing function of a medium to large organization;
• Proven experience in developing digital strategies, managing digital product lifecycles, and driving digital transformation;
• Deep understanding of the digital ecosystem, including digital marketing, e-commerce, and digital service models;
• Knowledge of local markets, including market trends, sales and service environment, telecommunications products and services, market research, business acumen, understanding the regulated environment and of the MTN business;
• Knowledge of cellular best practices, Knowledge of local markets, including market trends, sales and service environment, MTN products and services, market research, business acumen, understanding the regulated environment and of the MTN business;
• Must be a strong team player and an influential leader;
• Fluent in English and MS Office tools (Word, Excel, PowerPoint, etc.).

Work Hours: 8

Experience in Months: 96

Level of Education: bachelor degree

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