Head of Postpaid

This role will be based in Dubai - and you will be required to relocate.

The Head of Postpaid is responsible for leading the end-to-end postpaid business, driving subscriber growth, revenue, profitability, customer lifetime value, and market share. The role owns the postpaid commercial strategy, product portfolio, pricing, customer acquisition, retention, and lifecycle management, ensuring a best-in-class customer experience while delivering sustainable commercial performance.

This position works closely with Sales, Marketing, Digital, Network, Customer Experience, Finance, IT, and Analytics to develop competitive propositions and maximize customer value.

Key Responsibilities

Commercial Strategy

• Develop and execute the overall postpaid commercial strategy aligned with business objectives.
• Deliver subscriber growth, ARPU, revenue and EBITDA targets.
• Identify new revenue opportunities and market segments.
• Monitor competitor activity and respond with commercially effective initiatives.

Product & Portfolio Management

• Own the complete postpaid product portfolio.
• Design and launch innovative voice, data and converged propositions.
• Develop family plans, premium plans, enterprise-lite offerings and value-added services.
• Manage product lifecycle from concept through retirement.

Pricing & Commercial Performance

• Develop pricing strategies that maximise profitability while remaining competitive.
• Monitor product performance and optimise pricing based on market trends.
• Lead business cases for new products and commercial initiatives.
• Manage promotional campaigns and seasonal offers.

Customer Acquisition

• Drive gross additions across retail, digital and partner channels.
• Develop acquisition campaigns targeting consumer and SME segments.
• Improve conversion rates across all sales channels.
• Work closely with Sales to optimise channel performance.

Customer Retention & Loyalty

• Reduce churn through proactive retention initiatives.
• Develop loyalty and rewards programmes.
• Improve customer lifetime value through upsell and cross-sell initiatives.
• Monitor customer satisfaction and NPS performance.

Customer Value Management (CVM)

• Develop segmentation strategies.
• Lead personalised offers using customer analytics.
• Drive usage, engagement and incremental revenue.
• Optimise customer journeys through data-driven decision making.

Digital Transformation

• Increase digital sales penetration.
• Enhance self-service capabilities through mobile app and web.
• Drive digital onboarding and eSIM adoption.
• Support automation across customer journeys.

Analytics & Performance

• Monitor commercial KPIs and dashboards.
• Analyse subscriber behaviour and usage trends.
• Forecast subscriber growth and revenue.
• Present business performance to Executive Leadership.

Cross Functional Leadership

• Partner with Marketing on campaigns and brand positioning.
• Work with Network to align propositions with network capabilities.
• Collaborate with Finance on budgets and forecasting.
• Coordinate with Customer Experience to improve service delivery.
• Partner with Technology on new product implementation.

Key Performance Indicators (KPIs)

• Net Postpaid Subscriber Growth
• Gross Additions
• Net Adds
• ARPU Growth
• Revenue Growth
• EBITDA Contribution
• Churn Rate
• Customer Lifetime Value (CLV)
• Net Promoter Score (NPS)
• Digital Sales Mix
• Product Penetration
• Upsell & Cross-sell Revenue
• Campaign ROI
• Acquisition Cost (CAC)
• Market Share

Required Experience

• Bachelor's degree in Business, Marketing, Economics or related discipline (MBA preferred).
• 10–15+ years' experience within telecommunications.
• Significant experience managing a postpaid consumer business for a mobile operator (MNO or MVNO).
• Proven success delivering subscriber growth and commercial revenue targets.
• Strong experience in:
• Product Management
• Pricing Strategy
• Customer Value Management (CVM)
• CRM
• Customer Retention
• Digital Commerce
• Commercial Analytics
• Experience launching innovative mobile propositions.
• Strong understanding of telecom commercial economics.
• Experience managing multi-million-dollar P&L responsibility.
• Leadership experience managing cross-functional commercial teams.

Technical Knowledge

• Mobile Postpaid Products
• 4G / 5G Services
• eSIM
• CRM Platforms
• Campaign Management Tools
• Customer Analytics
• Business Intelligence (Power BI, Tableau)
• SQL and data-driven decision making (desirable)
• Digital Sales Platforms
• Billing & BSS environments
• Revenue Management

Leadership Competencies

• Strategic Thinking
• Commercial Acumen
• Customer-Centric Mindset
• Innovation
• Data-Driven Decision Making
• Stakeholder Management
• Executive Communication
• Team Leadership & Coaching
• Change Management
• Results Orientation