Executive Head: CVM Retentions

Location: Midrand, Vodacom Campus; Johannesburg, South Africa

Company

Vodacom operates in the telecommunications industry and provides prepaid and postpaid consumer services.

What you will do

• Define and execute annual and quarterly prepaid and postpaid retention strategies across the Consumer Business Unit.
• Lead churn prevention, save desk support, upgrades, renewals, recontracting, win-back, dormancy prevention, and high-risk customer treatments.
• Design and optimise retention campaigns across retail, call centre, VodaPay, USSD, WhatsApp, SMS, digital, and social media channels.
• Set target segments, eligibility rules, contact strategies, offer frameworks, and channel allocation recommendations using analytics and commercial impact measures.
• Partner with Segment, Sales, Digital, Customer Operations, Finance, Pricing, Product, Technology, Big Data, Legal, Regulatory, and Compliance teams.
• Lead retention specialists and manage third-party providers, campaign delivery, executive reporting, and continuous improvement.

Requirements

• Bachelor’s or honours degree in commercial management, finance, engineering, statistics, mathematics, informatics, data science, marketing, or a related field.
• 8–10+ years of relevant experience in telecommunications, commercial management, CVM, retention, lifecycle management, direct or digital marketing, or analytics-led commercial execution.
• 4+ years of team leadership experience, including performance management, coaching, prioritisation, capability building, and stakeholder management.
• Deep knowledge of prepaid and postpaid retention levers, commercial performance, customer lifetime value, assisted and digital channels, and lifecycle management.
• Strong experience with analytics, segmentation, propensity and churn modelling, campaign measurement, control groups, A/B testing, and incremental impact measurement.
• Experience with executive communication, cross-functional delivery, third-party providers, and retention decisioning capabilities involving AI, predictive analytics, machine learning, marketing automation, personalisation, next-best-action, and next-best-offer.

Nice to have

• Telecommunications industry experience.
• Experience in digital campaign management, marketing automation, data-driven decisioning, or agile delivery.

Culture & Benefits

• Equal opportunities employer with a focus on diversity and inclusion.
• People with various disabilities are encouraged to apply.
• Retention activities must comply with POPIA, consent management, marketing communication rules, ICASA requirements, Treating Customers Fairly principles, and internal auditability standards.
• Applications close on 15 September 2026.