Job Description

.When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.Role Purpose/Business Unit:

• Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers. From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people. Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent. Vodafone is the majority shareholder of Vodacom and has a 65% share.
• We're at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. We're immensely proud to be a leader in our field and are 100% committed to continue trailblazing.
• We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding custo mer expectations; work relentlessly to really understand the customer; look at decisions through the customer's eyes and take personal accountability for the customer experience.

• The role of the Principal Specialist: Postpaid Retentions is to work closely with the EHOD: Postpaid Base & Retention Management in driving the strategy, development, and execution of initiatives aimed at maximizing customer lifetime value, reducing churn, and enhancing the overall customer experience for postpaid customers across both the Mobile and Fixed consumer base. This role requires a deep understanding of customer insights, advanced analytics, and campaign management to create targeted and effective customer value propositions.

Your responsibilities will include:1. Strategy Development:

• Develop and implement the postpaid Retention and dilution management strategies to protect and grow our existing customer base and revenue, aligned with business objectives for both mobile and fixed (FTTH & Home).
• Identify key growth opportunities and develop plans to drive customer engagement and revenue.

2. Customer Insights & Analytics:

• Utilize advanced analytics to understand customer behavior, preferences, and trends.
• Generate insights from customer data to inform decision-making and strategy.
• Working closely with the Big Data Team, develop predictive models to identify at-risk customers and create retention strategies.

3. Campaign Management:

• Design, implement, and optimize targeted campaigns to drive customer retention, cross-sell, and upsell opportunities.
• Monitor and analyze campaign performance, providing recommendations for improvement.

4. Stakeholder Management:

• Collaborate with cross-functional teams including Retail, Trade Marketing, Sales, Product, and Customer Service to align CVM activities with broader business goals.
• Act as the main point of contact for CVM Postpaid Churn initiatives, ensuring clear communication and alignment with stakeholders.

.5. Product Development & Enhancement:

• Work with product and Trade marketing teams to develop and enhance postpaid offerings based on customer feedback and market trends.
• Ensure product offerings are competitive and meet customer needs.
• Manage the commercial capability roadmap and track delivery.

6. Performance Tracking & Reporting:

• Develop and maintain dashboards and reports to track Retention (proactive and reactive) and Churn (voluntary and involuntary) performance metrics.
• Provide regular updates to senior management on CVM Retention initiatives and their impact on business KPIs.

7. Leadership: People and cross-functional teams

• Lead and manage a team of commercial managers (direct reports), data analysts and campaign developers (dotted line reports)
• Coordinate planning of direct marketing campaigns across business segments and Regions through leading joint delivery teams (JDTs)
• Lead and engagement with key business stakeholders, franchisees, dealers and partners.

The ideal candidate for this role will have:

• Relevant 3 year degree in Marketing, Business, Statistics, or a related field is essential. A Master's degree is a plus.

AND

• 5+ years of experience in Customer Value Management or Customer Retention preferably in the telecommunications industry (mobile and fixed).
• 3+ years in a people leadership role, managing high performing teams (direct, cross-functional) will be advantageous.
• Proven track record of developing and executing successful CVM strategies and campaigns.
• Strong analytical skills with experience in data analysis and predictive modeling.
• Excellent communication and stakeholder management skills.
• Proficient in using CVM tools and platforms.
• Experience working in complex matrix environments with multiple stakeholders.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 31 July 2024.The base location for this role is Midrand, Vodacom Campus.The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.Commitment from VodacomVodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of peoples individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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