Our Business
Lebara is a telecommunications company providing services using the mobile virtual network operator (MVNO) business model to customers in the United Kingdom, Germany, Netherlands, France and Denmark. Additionally, Lebara has license agreements for the use of the brand in further four global markets Spain, Switzerland, Saudi Arabia and Australia with Nigeria launching soon.
Lebara was founded in 2001 with the intent to bring something new to the telecoms industry. Created by three entrepreneurs who migrated to Europe from Sri Lanka, the company name was formed from a combination of the founders’ surnames, and Lebara quickly became one of the fastest-growing MVNOs in Europe.
Role Summary
The Head of Commercial is a key role in Lebara’s commercial team responsible for driving lifetime value from our customers, owning commercial projects and supporting our five European countries with pricing, trading and propositions. This exciting role will put you at the heart of the business where you can shape direction, thinking and results. Working across different countries, teams and all levels of seniority you will be central to Lebara’s success and a key part of growing the business.
Responsibilities
1. Identify the right commercial interventions to drive customer and value growth for Lebara. Ensure these are adopted and delivered to have the maximum impact on commercial KPIs
2. Establish a customer value framework in Lebara including the right tools, insights reporting and actions through all stages of the customer lifecycle to drive Customer Lifetime Value
3. Work closely with Data, Digital & Product, Brand, and Customer Service to deliver the right insights and tools to manage the customer lifecycle & customer experience (e.g propensity models, customer service approach, digital tools)
4. Define and own the delivery of retention and churn reduction initiatives working the five European markets to grow the value of our customer base
5. Define and implement CRM strategy and campaign best practice
6. Provide support and expert input to support our five European markets on commercial projects, pricing and propositions. Includes deep support for country teams where required
7. Act as a subject matter expert and thought leader on commercial including on pricing, trading and promotions. Challenge and support countries to deliver best practice and improve P&L performance
8. Drive trading performance, rapidly identifying challenges, opportunities and taking swift action to deliver targets. Have your ‘finger on the pulse’ of trading on a daily, weekly and monthly basis. Challenge and support countries to deliver trading performance
9. Deliver the right channel mix to optimise commercial results, including driving digital growth and helping countries deliver on the right channel strategy
10. Proactively identify opportunities to improve value growth working across countries and Lebara Group to implement and helping each country develop and deliver clear growth plans
Person Specification
ESSENTIAL:
1. Proven commercial leader, with an outstanding track record of success in fast paced, challenging commercial environments
2. Record of results delivery, equally adept at long term growth planning and short term delivery of results and commercial success
3. Data driven and strategic but with a bias for action. Able to use data and insights to make robust decisions, control performance and understand opportunities but capable of quick action and delivery
4. Outstanding collaborator and communicator. Proven ability to work across multiple teams, countries and all levels of seniority to impact results, deliver initiatives and create value growth
5. Subject matter expert on pricing, promotions, base management and driving value growth in recurring revenue businesses
6. Strong commercial skills including financial literacy, modelling, ability to understand and work with data and hands on pricing experience
7. Leadership skills including team leadership, leading in matrix environments and across multiple countries
DESIRABLE:
1. Experience in commercial roles in mobile telecoms or similar business combined with wider experience in other sectors
2. Experience working across different countries and markets either in country based roles or in group roles