The Home Customer Management Manager will drive the acquisition, growth and retention of MTN Ghana’s Home broadband customer base by owning the products, propositions and digital journeys that customers buy, use and stay on. The role owns the end-to-end product lifecycle, from customer and market insight, proposition design, pricing and business case through go-to-market, in-life base management and retirement.
Strategy Development and Implementation
Develop and own the Home customer management and product strategy, and execute the Home (fixed) services programme strategy in line with MTN Ghana’s business objectives
Segment the Home customer base and develop propositions based on customer needs, usage and value to grow, upsell and retain customers
Generate customer, market and competitor insights to identify market opportunities and inform product decisions
Review and assess competitive price reaction scenarios and recommend MTN’s response
Drive product innovation and explore new business opportunities from technology evolution (e.g. 5G FWA, Wi-Fi mesh, smart home), sector and market growth
Define product-led offers within the Home customer lifecycle management (CLM) framework, in conjunction with the CVM team: onboarding, upsell, retention and win-back
Translate customer segmentation and insight into competitive bundles, digital products, value-added services and lifecycle offers that grow connections, revenue and unlimited share of base, reduce churn and improve customer experience.
Work closely with cross-functional teams including Network, IT, Digital, Finance, Sales, Marketing, CVM and Customer Experience, as well as device, content and ecosystem partners, ensuring that all Home products and promotions deliver against MTN Ghana’s business objectives, regulatory standards and overall, Home Business strategy.
Product Development and Lifecycle Management
Own the end-to-end product lifecycle for the Home broadband portfolio (FWA and FTTH): ideation, development, launch, in-life management and retirement
Lead product launches end to end, including requirements, IT/billing configuration, network readiness, testing, training and channel readiness
Manage base migration from legacy plans and the sunsetting of underperforming products
Develop and manage product partnerships across FWA and FTTH, including device/CPE vendors, content and value-added service partners, and MTN Ghana’s Ecosystem Partners
Participate in contract negotiations with vendors and partners to reduce cost and drive MTN Ghana Value Creation Philosophy
Improve the product-related customer experience and drive an increase in Home Net Promoter Score (NPS).
Digital Product Management
Support the development of digital products and journeys for Home customers (self-service onboarding, app and web purchase, self-installation, usage management, digital payment and top-up)
Define digital product requirements, user stories and acceptance criteria, and work with IT and Digital teams in an agile way to deliver, test and launch features
Track digital adoption and conversion (app usage, digital sales share, self-service rates) and use data and customer feedback to iterate and improve journeys.
Commercials, Pricing and Go-to-Market
Develop pricing, business cases and commercial models for new products and promotions, ensuring integrity of assumptions, business rules and financial returns
Ensure relevant business rules are applied in the budget and forecast scenarios for Home products
Plan and manage Home promotions end to end, measuring performance and return on investment (ROI) against the business plan.
Lead product go-to-market end to end, including marketing, channel readiness, sales enablement and customer communications
Liaise with sales channel management to identify and attend to channel needs on Home products, and resolve product-related issues
Governance, Reporting & Performance
Own and report on key product KPIs (connections, revenue, ARPU, margins, churn and unlimited % of base) and provide feedback to senior management as requested
Ensure all products and promotions comply with MTN policies, governance processes and regulatory requirements
Ensure quality assurance for all product business cases, product analysis and data generated for reporting
Partner with cross-divisional functions (Network, IT, Digital, Finance, Sales, Customer Experience, Brand) to deliver products and capture lessons from product successes and failures
Participate in the review of business processes to drive efficiency gains in support of divisional budget targets
Continuously monitor performance and adjust strategy and actions to deliver targets
Evolving Digital Telecommunication business and business models.
Multiregulated environment.
Increasing demand for digital experiences and data-driven decisions to keep up with customers.
A shift from share of market to share of life.
Evolving business models and partnership management.
Brand Reputation
Increasing traditional and non-traditional competitors complimented by growing price wars.
At MTN, we are a purpose and value-led organisation and believe that understanding the needs and aspirations of our people is key to creating experiences that delight you at work, daily. 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.
Qualification Required & Experience
Minimum of a bachelor’s degree in Economics, Business Administration, Commerce, Marketing, Engineering, Computer Science or Social Science.
Experience
MTN onboarding and Home Business immersion
Data privacy and information security (annual refresher)
Product management, agile and digital product training as required
Knowledge:
Product Development and Lifecycle Management
Digital Product Management (user journeys, requirements, agile delivery)
Proposition Development and Pricing
Business Case and Commercial Modelling
Customer Insight, Segmentation and Marketing Research
Customer Lifecycle Management (CLM)
Go-to-Market Planning and Execution
Business Performance Measurement & Management
Competitive Intelligence
Telecommunications Business Savvy (FWA, FTTH)
Partner and Vendor Management
Data Privacy & Compliance
Microsoft Office Suite, Power BI and internal software applications
Skills / physical competencies:
Manages self and be a collaborator, good conflict management, takes and manages accountability
Customer Centric Skills – Customer Centricity (Internal and External)
Energy and Drive – Innovative, takes initiative, result oriented and develops self consistently
Interpersonal Skills – Leadership, customer centricity, collaborative and coaches and develops direct reports
Personal Skills – Trustworthy, integrity and ethical in dealings
Operating Skills – Ability to focus on priorities and plans, shares knowledge effectively
Organizational Positioning Skills – Good written and verbal communication, Ability to communicate complex technical concepts to diverse audiences, executive presentation skills
Strategic Skills – Global thinker, Analytical thinking, and Problem-solving abilities, Systems thinking
Behavioral qualities:
Must live the MTN Values of
Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion
Must exhibit the MTN Vital Behaviors of
Complete Candor, Complete Accountability, Active Collaboration & Get it done.
General working conditions
Anywhere/Anytime work/ Ability to manage self/Personal accountability.
Location: Accra
How To Apply For The Job
Qualified Applicants should indicate Ref number MTN-HOME-ADTRACK13-26 as the email subject and ensure that CVs are saved in their names. Qualified Applicants should send their Curriculum Vitae by 16th November 2026 to:
[emailprotected]
Values are the core of MTN’s Culture, our five values called Live Y’ello is the force that unites and inspires each of us to make an impact that matters in the world. Tell us: Which of our five Live Yello values resonates most with you and why? (Limit 250 words).
Closing Date: 16 November, 2026
Only shortlisted applicants will be contacted.