General Manager - Mobile Virtual Network Operator; MVNO

The General Manager is accountable for the end-to-end performance of the MVNO, including commercial growth, regulatory compliance, network partner management, customer experience, and profitability.

This role owns the P&L, sets strategic direction, and ensures execution across product, marketing, technology, operations, and customer support, while maintaining full compliance with telecoms regulation and consumer protection laws.

• Define and execute the MVNO’s commercial and operational strategy aligned to shareholder objectives.
• Translate board-level strategy into executable operating plans, budgets, and KPIs.
• Build and lead a high-performance management team across commercial, technical, and operational functions.
• Act as the primary executive interface with the Board, reporting on performance, risks, and opportunities.

• Full accountability for revenue growth, margin management, cost control, and EBITDA delivery
  .
• Develop and manage annual budgets, forecasts, and long-term financial models.
• Optimise ARPU, customer lifetime value, and acquisition costs through data-driven decision-making.
• Identify and execute new revenue streams (bundles, value-added services, partnerships).

• Own strategic relationships with MNO host networks
  , technology vendors, billing platforms, and SIM suppliers.
• Negotiate and manage wholesale airtime, data, and interconnect agreements to ensure commercial viability.
• Oversee SLAs, network performance, uptime, and escalation processes.
• Evaluate and onboard new partners that enhance coverage, quality, or cost efficiency.
• Oversee product design, pricing, and portfolio optimisation across prepaid, postpaid, and hybrid offerings.
• Ensure products are competitive, compliant, and aligned to target market segments.
• Drive go-to-market strategy, including distribution channels, promotions, and lifecycle campaigns.
• Work closely with marketing to ensure customer acquisition is scalable, compliant, and ROI-positive.

• Ensure a best-in-class customer experience across onboarding, billing, support, and retention.
• Oversee customer service operations, call centres, and digital self-service platforms.
• Monitor churn, complaints, and NPS, implementing corrective actions where required.
• Ensure operational scalability as the customer base grows.
• Ensure full compliance with telecommunications regulations
  , consumer protection laws, data privacy (e.g. POPIA/GDPR), and SIM registration requirements (e.g. RICA where applicable).
• Act as executive liaison with regulators and industry bodies.
• Identify, assess, and mitigate commercial, regulatory, and operational risks.
• Ensure all marketing, pricing, and customer communications meet legal and ethical standards.
• Oversee MVNO platforms including billing, CRM, provisioning, and analytics systems.
• Ensure data integrity, security, and regulatory compliance.
• Use customer and usage data to inform pricing, promotions, and retention strategies.
• Drive automation and digital transformation to improve efficiency and reduce cost-to-serve.

• Revenue growth and EBITDA
• Customer base growth and churn reduction
• ARPU and customer lifetime value
• Network performance and SLA adherence
• Regulatory compliance and audit outcomes
• Customer satisfaction (NPS / complaint ratios)

• Senior executive experience in telecommunications, MVNOs, ISPs, fintech, or high-volume consumer services
  .
• Proven P&L ownership and delivery in a regulated environment.
• Strong commercial negotiation experience with large network or wholesale partners.
• Deep understanding of telecoms regulation and consumer compliance.
• Experience scaling customer bases in price-sensitive, high-competition markets.
• Degree in Business, Engineering, Finance, or related field (MBA advantageous).
• Commercially sharp, data-driven, and execution-focused
• Comfortable operating at board level while remaining hands-on
• Strong regulator and partner management capability
• Customer-centric with a clear focus on profitability
• High integrity with a disciplined approach to risk and compliance