Head of Commercial

TooMuchWifi is a leading provider of fast, reliable, and affordable internet connectivity to townships in South Africa. We are a fast-growing company with a great culture that encapsulates our values: Accountability, Kindness, Integrity, Teamwork, and Hard Work.  

We care deeply about our dedicated and hardworking team, as well as the communities we serve. Our purpose, mission, and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative, and kind. We are proud of our journey and have lots of amazing stories to share!

This is not a conventional Head of Sales role. We are looking for a commercially strong, analytically rigorous and highly execution-oriented leader who can build a repeatable recurring-revenue growth engine.

The Head: Commercial will be accountable for converting customer demand into predictable, profitable and sustainable recurring revenue. The role will bring together proposition, pricing, customer acquisition, channel economics, customer lifecycle management and commercial performance to ensure that TooMuchWifi grows customers who stay, pay and generate attractive lifetime economics. Key to delivery is the question on whether we are converting customer demand into predictable and profitable recurring revenue?

The priorities established in the strategy include pricing architecture, segmentation, acquisition quality, churn prediction, collections, product migration and increasing penetration within existing communities. Core measures include active paying subscribers, ARPU, net additions, churn, collection rate, CAC, LTV: CAC and cohort retention.

TooMuchWifi is entering an important phase in its evolution as a company, and the Head of Commercial is a crucial role to assist us in creating the operating and economic proof points required for future growth and funding. We are looking for someone who combines commercial instinct, customer understanding, analytical depth and execution discipline.

The Head of Commercial is responsible for Consumer and Enterprise channels, product, pricing, customer value management, marketing and profitable revenue growth. The role’s core measures include revenue, net additions, ARPU, CAC/payback, channel contribution and marketing ROI.

The role will sit within the COO organisation alongside Customer Operations, Community Engagement, BI, Planning & Reporting and Market Expansion. The design is intended to connect commercial growth more directly to customer delivery, community execution and operating performance, while preserving clear functional accountability.

• Establishing visibility of delivery of sustainable revenue growth across all Consumer and Enterprise channels. (Revenue by product, channel, community, product mix, revenue risk and leakage, etc.)
• Management of the Commercial funnel from demand generation through to customer acquisition, forecast versus actual.
• Managing subscriber growth and acquisition quality – by owning the commercial funnel from demand generation through to customer acquisition focused on quality growth by understanding customer value and longevity. Creating rigorous management of lead generation, funnel conversion, channel productivity and customer acquisition costs.   
• Product, pricing and proposition: Lead the development of a different, affordable and economically sustainable customer proposition in terms of pricing and promotional architecture, customer segmentation and product portfolio design. Developing commercial business cases, customer competitor positioning and a tactical go to market strategy. 
• Implementing customer lifecycle and value management - around customer progression from entry-level access toward recurring home connectivity, higher-value tiers and longer customer relationships.
• Channel strategy and economics – by building a fact-based channel strategy across consumer and enterprise by focusing on products that produces value, not volume and reallocating investment toward higher-return channels.
• Marketing and Demand generation – by building our brand proposition, focusing on digital acquisition, targeted campaign strategies, lead and demand generation. This includes customer communication. 
• Existing Community penetration – by extracting more value from infrastructure and communities already served by TooMuchWifi. This requires close partnership with Community Engagement, Customer Operations, Network, Market Expansion and Finance with joint accountability for churn, penetration and competitive intensity.

• Bachelors in marketing, business administration, strategic management, sales, or a related field. A postgraduate level qualification is an advantage.
• 10+ years’ total experience with at least 4 years in a Senior Leadership position.
• Experience in relevant sectors include Telecommunications , Fixed broadband / ISP, Mobile, Fintech, Digital financial services, Banking / mass-market financial services, Subscription businesses, Consumer technology, Pay-TV / entertainment , High-frequency consumer services, (Direct ISP experience would be useful but should not be treated as mandatory.)
• An exceptional and natural understanding and commercial awareness of black and coloured townships across South Africa. Experience working in the communities in a commercial role is a must.
• The successful candidate is likely to have operated in a business characterised by High customer volumes, recurring or subscription revenue, price-sensitive consumers, multiple acquisition channels, high churn or retention complexity, digital and physical channels, strong unit-economics discipline, rapid experimentation and operational dependencies affecting commercial outcomes
• Track record of commercial transformation

Preferred skills and qualifications

• Comfortable in a growing business where not every process or system is mature.
• Proven experience developing and managing strategic partnerships and relationships with key stakeholders.
• Direct revenue and customer-growth accountability, 
• Strong commercial forecasting capability
• Proven management of sizeable customer bases
• Product and pricing ownership
• Multi-channel sales leadership
• Customer acquisition and retention experience
• Strong understanding of CAC and customer lifetime economics
• Experience designing or managing customer segmentation
• Demonstrated ability to improve funnel conversion
• Experience using cohorts and customer data to make commercial decisions
• Leadership of multi-disciplinary commercial teams

Core Competence 

• Analytical rigour – able to move easily between customer behaviour, operational data and financial economics.
• Able to operate credibly with the CEO, COO, EXCO, Board and investors.
• Comfortable making decisions with imperfect information and then measuring results.
• Displays commercial curiosity, constantly wants to understand why customers behave as they do.
• Execution discipline – ability to turn strategy into owners, actions, metrics and deadlines.
• Works across organisational boundaries without creating unnecessary bureaucracy.
• In-depth understanding of market research methods, strategy development and analysis.
• Solid knowledge of performance reporting and financial/budgeting processes.

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