Managing Executive: Retentions Lead at Vodacom

• Define the over-all retentions management strategic direction for all different areas of churn management which include voluntary churn, involuntary churn and nuisance churn.
• Define the operational execution regarding retention management leveraging execution through other departments as well as direct execution through his/her own dedicated teams.
• Define the strategic direction to ensure a resilient saves desk environment leveraging a network of partners and internal saves desk.
• Ensure Churn strategy in line with overall company strategy and direction.

Churn Management Operations And Execution

• Lead the set-up, management and expansion of internal saves desk functional departments.
• Design and execute on proactive saves strategies using big-data predictive models and dedicated execution teams.
• Design and execute on reactive saves strategies by equipping inbound desks with appropriate tooling and commercial deals.
• Develop and then managing the execution of road maps for Customer Retention & Churn Management in order to achieve Churn KPI.
• Translate data findings into commercially sounds business cases and strategies for reducing churn and improving retention rates.
• Proactive churn forecasting by using analytical models and utilising this data to control churn based on the findings.
• Designing & executing BTL campaigns to reduce and control churn with close coordination with CVM team to ensure customer value enhancement along the way.
• Manage the commercial agreements, profitability and operational service levels of the saves desk.
• End-2-end accountability for the postpaid revenue outflow and churn targets set out in the over-all target budget of the commercial business unit.
• Leverage subscriber collection teams to implement innovative customer rehabilitation strategies.
• Take full accountability of operational and product innovations across all areas of churn.
• Ensure channel incentives and processes are aligned and efficiently set up to reduce nuisance churn.
• Increase reactive saves conversion rates to more than 70%
• Provide best-in-class differentiated services within the last line of cancelations defence.

Leadership

• Lead, motivate and develop teams, ensuring they have clarity of direction and support in prioritising demands.
• Coach, develop and performance manage people and identify key talent.
• Embody and embed the SPIRIT behaviours.
• Create a positive environment of change readiness and excellence.

The ideal candidate for this role will have

• A relevant 3-year Degree is essential
• A minimum of 10 years’ relevant experience essential in a commercial or executive role inclusive of experience in an operations role.
• MBA / Similar postgraduate degree or qualification.
• Experience working as a Product Owner in an Agile organisation
• Natural “servant” leader with excellent written and verbal communications skills to drive alignment with the product vision
• Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital and traditional business strategy
• Excellent collaboration and stakeholder management skills across the business and technical domain
• Understanding of both the current Telecommunications and digital services market and emerging business trends
• Strong drive on target achievement and large project implementations.
• Seasoned and mature executive with proven track record on all of the above the points.