Mobile Operations Manager - Guyana & Suriname

Company description:

Digicel Guyana/Suriname

Job description:

Primary objective of the job:

The Mobile Operations Manager is accountable for managing the prepaid and postpaid mobile base across Suriname and Guyana, translating Commercial, Go-to-Market and Marketing priorities into coordinated reporting, CVM, product and operational execution plans.

The role acts as the central mobile commercial operations owner for both markets, overseeing base performance, campaign execution, product performance, reporting discipline and corrective actions across revenue, subscriber activity, churn, ARPU, usage, migrations and customer value growth.

The position works in a matrix structure with the Go-to-Market team and Marketing, while providing functional leadership across Reporting / BI, CVM execution, Product Owners and relevant IT / Technical support teams. It ensures that market priorities are converted into measurable actions, supported by clear data, strong governance and disciplined follow-through.

Main Duties and Responsibilities:

Mobile Base Management and Commercial Operations

Own the day-to-day operating rhythm for the prepaid and postpaid mobile base across Suriname and Guyana, with focus on revenue, active subscribers, ARPU, usage, churn, recharge behavior, plan adoption and customer activity.

Translate market priorities into clear operating plans, action trackers, reporting cadences and follow-up routines that drive measurable improvement across prepaid and postpaid performance.

Reporting, Insights and Performance Management

Oversee the Reporting / BI team and ensure timely, accurate and actionable reporting for mobile performance, including weekly and monthly management reporting, product tracking, CVM performance and senior leadership updates.

Lead the CVM operating framework across both markets, ensuring that retention, recharge, upsell, anti-churn, migration and win-back journeys are correctly targeted, executed, measured and optimized.

Work with campaign execution teams to translate segmentation and customer behavior insights into practical campaign calendars, customer journeys and measurable commercial outcomes.

Product Portfolio and Proposition Support

Coordinate prepaid and postpaid product performance management, including plan adoption, portfolio gaps, migration opportunities, offer lifecycle tracking and commercial readiness for new or adjusted products.

Work with Marketing, Product, Technical and IT stakeholders to convert commercial requirements into launch-ready propositions, operational requirements, reporting needs and post-launch performance reviews.

Matrix Leadership with Go-to-Market and Marketing

Maintain a structured matrix relationship with the Go-to-Market team to ensure that channel feedback, sales execution, capillarity, postpaid acquisition and market activation priorities are reflected in mobile operations plans.

Partner with Marketing to ensure campaign messaging, customer communications, promotional mechanics and product positioning are aligned with base management objectives and measurable performance outcomes.

Governance, Controls and Team Development

Lead cross-functional operating reviews, escalate execution blockers, challenge weak performance and ensure corrective actions are clearly owned and followed through to closure.

Develop an engaged, agile and performance-driven operating culture across Reporting / BI, CVM, Product, Go-to-Market and Marketing stakeholders, with clear expectations and accountability.

Drive consistent KPI definitions, control group measurement, data quality checks and performance commentary so that commercial decisions are based on reliable insight and visible market trends.

CVM, Retention and Customer Growth

Lead the CVM operating framework across both markets, ensuring that retention, recharge, upsell, anti-churn, migration and win-back journeys are correctly targeted, executed, measured and optimized.

Work with campaign execution teams to translate segmentation and customer behavior insights into practical campaign calendars, customer journeys and measurable commercial outcomes.

Product Portfolio and Proposition Support

Coordinate prepaid and postpaid product performance management, including plan adoption, portfolio gaps, migration opportunities, offer lifecycle tracking and commercial readiness for new or adjusted products.

Work with Marketing, Product, Technical and IT stakeholders to convert commercial requirements into launch-ready propositions, operational requirements, reporting needs and post-launch performance reviews.

Matrix Leadership with Go-to-Market and Marketing

Maintain a structured matrix relationship with the Go-to-Market team to ensure that channel feedback, sales execution, capillarity, postpaid acquisition and market activation priorities are reflected in mobile operations plans.

Partner with Marketing to ensure campaign messaging, customer communications, promotional mechanics and product positioning are aligned with base management objectives and measurable performance outcomes.

Governance, Controls and Team Development

Lead cross-functional operating reviews, escalate execution blockers, challenge weak performance and ensure corrective actions are clearly owned and followed through to closure.

Develop an engaged, agile and performance-driven operating culture across Reporting / BI, CVM, Product, Go-to-Market and Marketing stakeholders, with clear expectations and accountability.

Academic qualifications and experience required for job:

• Bachelor's degree in Business Administration, Marketing, Sales, Commercial Management, Analytics, Telecommunications, or a related field. An MBA or other advanced degree is preferred.
• At least five (5) years of relevant commercial, mobile operations, marketing, sales, CVM, product, reporting, analytics, or related telecommunications experience.
• Experience managing or functionally leading reporting, BI, CVM, product or commercial operations teams is preferred.
• Strong understanding of prepaid and postpaid mobile base management, including revenue drivers, customer activity, churn, ARPU, recharge behavior, plan adoption and commercial performance tracking.
• Experience with CVM systems, customer journey design, campaign management, segmentation and campaign performance reporting.
• Proven track record of delivering commercial outcomes, improving operating discipline and achieving agreed targets through cross-functional execution.
• Strong project management skills, including the ability to manage and prioritize multiple markets, stakeholders, products, campaigns and reporting requirements simultaneously.
• Prior experience in telecommunications is preferred.
• An acceptable level and combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Strong commercial and analytical mindset, with the ability to interpret reporting, identify performance gaps and convert insight into practical operating actions.
• Strong communication skills, with the ability to translate market strategy, product requirements, campaign needs and reporting insights into clear direction for execution teams.
• Decision-making capability and confidence to prioritize initiatives, challenge weak execution, escalate issues and drive corrective actions where performance is below expectation.
• Strong leadership skills, with the ability to manage direct reports and lead matrix teams across Reporting / BI, CVM, Product, Go-to-Market, Marketing, IT and commercial stakeholders.
• Strong understanding of prepaid and postpaid product mechanics, campaign execution, customer segmentation, control group logic and base performance management.
• Ability to adapt quickly, re-plan and adjust operating priorities in response to market conditions, competitive pressure, customer behavior and campaign results.
• Strong problem-solving skills with the ability to monitor progress, identify root causes and drive actions to closure.
• Critical sense and passion to challenge the status quo, find new solutions and promote innovative ideas.
• Computer literate in Microsoft Office Suite and comfortable working with reporting dashboards, CVM systems, campaign tools and data visualization outputs.