Job Summary:
This position integrates and leads four key functional domains Branch HBB Leadership (FTTH), Home Capability Building, Home Installation & Infrastructure, and Home Customer Experience (CX) to ensure seamless delivery from sales through customer activation and ongoing service quality. The Head of Home Sales will serve as the strategic business driver for FTTH expansion, fostering deep partnerships, improving end-to-end processes, and strengthening ground-level performance in collaboration with the circle and corporate teams.
Key Responsibilities:
Strategic Leadership & Governance
- Lead end-to-end Home Sales vertical across FTTH & FWA, reporting to Head of Circle.
- Set strategy, roadmap, and revenue targets.
Sales & Channel Management
- Oversee regional & branch HBB leads
- Drive partner and channel sales execution to meet acquisition and retention goals.
Partner & Vendor Management
- Establish and maintain strong relationships with partners, ISPs, and infrastructure vendors for execution excellence.
- Partnership effectiveness & cost optimization
Cross-Functional Collaboration
- Work closely with Marketing, Technology, and Finance to align strategies for sustainable FTTH and FWA growth.
- Strategic alignment & cross-unit synergy
Home Capability Building
- Develop and implement programs to enhance sales and technical capability of teams
- Ensure alignment with corporate initiatives.
- Facilitate capability development both FTTH & FWA
Home Installation & Infrastructure
- Coordinate installation and infrastructure readiness to support sales growth
- Align with Network & Technology for rollout priorities.
Customer Experience (Home CX)
- Lead region-wide monitoring, follow-up, and resolution of customer complaints across all Home Broadband (FTTH/FWA) touchpoints.
- To look out ground level complain and resolutions, and manage field compliance & cust. experience issues at region, provide inputs to HQ
- Own end-to-end complaint management for new subscribers (within first 3 months), ensuring fast and accurate resolution to strengthen early-life experience.
- Customer Experience Quality & Operational Governance
Key Performance Indicators
- FTTH revenue growth %, FWA subscriber growth %, Gross adds vs target
- Monthly active sales productivity, Partner activation rate, Sales-to-install ratio
- Training completion %, Skill certification %, Sales capability index
- Installation lead time, Order-to-activation TAT, Installation success rate
- FTTH NPS, Complaint resolution TAT, Churn rate, FTR rate
- Partner SLA adherence %, Vendor performance index, Contract cost efficiency
- Time-to-market for initiatives, Budget adherence, Internal stakeholder satisfaction
Required Skills and Proficiency Levels
- Strategic planning, business acumen, executive leadership
- Channel management, partner negotiation, sales execution
- Coaching, learning program design, cross-functional collaboration
- Operational planning, process management, stakeholder alignment
- Customer experience management, root-cause analysis, process improvement
- Vendor management, contract negotiation, stakeholder management
- Collaboration, communication, project governance
Required Leadership Competencies:
- Decision Making
- Continuous Improvement
- Customer Excellence
- Market Awareness
- Planning & Organizing
- Secondary
- Continuous Learning
- Work Standards
- Coaching
- Building Positive Working Relationship
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or related field. A Master's degree is a plus.
- Minimum 15 years of total experience in commercial or sales roles within the telecommunications, broadband, or digital connectivity industry. At least 810 years in senior leadership roles managing large-scale home broadband or FTTH businesses.
- Strong exposure to FTTH/FWA ecosystems, ISP operations, broadband service models, or telecom fixed-line business.
- Experience integrating field sales, installation, and CX operations into a unified delivery model is highly desirable.
- Deep understanding of fiber network deployment and how commercial and technical teams must integrate.
- Experienced in leading multi-tier teams (direct reports such as Heads of Branch HBB, Home Installation, CX, and Capability).
- Demonstrated ability to scale new business verticals, ideally with FTTH or broadband services.
- High resilience, adaptability, and accountability for delivery.
- Strong communication and presentation skills for engaging senior internal and external stakeholders.
