Overview
Principal: CVM In Life and Retentions Jobs in Johannesburg at Vodafone
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 2025.
Role Purpose/Business Unit:
In the tough economic environment, this role seeks to;
Retain, grow and create solutions and experience that delight Vodacom Business customers.
Find innovative ways to limit dilution and retaining customers through collaboration both internally and externally.
Influence stakeholders to act in Vodacom Business’s best interests whilst providing world class customer experience.
To effectively do this, one will need to create, develop and automate the customer life cycle for enterprise customers in the Vodacom business space to shift from reactive management of customer to proactive management. To be a success in this role you will need to work collaboratively with the various product towers, verticals, customer segments, OEMs, terminals; as well as explore different data sources to assist in identifying and driving new business growth for Vodacom Business.
The incumbent will represent the business stakeholders and will be the voice of the customer guiding Scrum/DevOps teams, and responsible for ensuring that the delivery team delivers value to the business according to the outcome vision.
Your responsibilities will include:
Customer Life Cycle and New Business Growth
Define VB data-driven base growth use cases leveraging Vodacom’s data assets and external sources.
Enable revenue delivery through CVM tools and new CVM product development across direct and indirect channels.
Use aggregated data to define use cases for auto-CVM targeting of customers for account-level upsell and fixed cross-sell.
Identify and consolidate data features to extract incremental value from the existing base and minimise churn.
Own the CVM campaign tooling for direct and indirect partners.
Work closely with the NPS team to proactively identify and resolve customer issues.
Enterprise CVM Retention and Churn Management
Develop and execute Enterprise CVM retention and churn strategies in line with overarching deliverables and goals across mobile and beyond mobile product portfolios.
Manage churn on the Vodacom base with both proactive and reactive focus.
Participate in Segment Teams Cadence sessions, providing valuable inputs on retaining segments from an Enterprise CVM perspective.
Manage the retention pipeline for sales across mobile and beyond mobile portfolios.
Act as the product owner for the Beyond Mobile Retention tower (Agile framework), focusing on improving data quality and increasing conversion on renewals through the CVM Capabilities stream
Continuously seek process and system improvements to better serve customers.
Support go-to-market processes from the Enterprise CVM side to contribute to segment strategies.
Own, manage, and execute CVM-driven projects.
Leadership and Team Management
Provide leadership, training, and support for the Sales team
Develop and coach skills within the CVM team to ensure growth and business continuity.
GTM Design
Working with sales in defining channels to market
Define the GTM strategy to achieve sales, revenue, profit targets
Work with marketing in designing campaigns to drive the required demand
Drive market awareness campaigns that position the SME mindshare of Vodacom being the digitisation partner of choice for SME’s
Negotiate for marketing budget to launch particular propositions
Stakeholder Management & Business Development
Collaborate, champion and enable effective leadership and cross-functional working relationships to create a unique, superior customer experience based on leadership practice. Connect and leverage the skills of various functional teams to generate synergy across all the different customer touch points
Collaborate with industry vertical leads and teams on Sales Strategies and Plans to unlock growth in scaling industries and/or strategic accounts
Present to customers/partners on Value Propositions to close strategic / high value deals
Internal and External stakeholder engagement and partner management related to growth of segment
Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to
the sales partner strategy framework.
Delivering through People:
Oversee the activities of the team to ensure effective delivery of business outcomes.
Supports and enables the team to succeed by encourage frequent knowledge sharing between team members amongst other enablement initiatives.
Create fit for future organization capability through skills development informed by skill gap analysis in line with business strategy and ensuring that the identified skills gaps, are addressed through training.
Develop a high performing team by embedding formal performance management process, informal coaching through continuous 1:1 performance discussion
Embed the Spirit of Vodacom by living the Spirit behaviours and ensuring consistent Spirit engagement initiatives.
When required, initiate disciplinary processes for team members calling on support from HR when required
Resolve grievances raised by team members and escalate only if required
Motivate team members and ensure that their efforts are recognised by using Vodafone Stars platform.
The ideal candidate for this role will have:
Matric
Master’s or Bachelor’s degree (or equivalent) in Commerce and/or Analytics (Marketing/Communication).
Strong communication skills with experience presenting analytics results to senior management.
7+ Years of Experience in CVM, B2B business development, Product Management, Segment Marketing, Customer Life Cycle Management
ICT or financial services experience essential
3+ years management experience
Technical Competencies
Significant experience in building and optimising customer journeys with a focus on NBA (Next Best Action).
Ability to influence executive-level stakeholders and communicate effectively across various levels.
Proficiency in testing hypotheses from raw data sets, drawing meaningful conclusions, and communicating results effectively.
Experience working with cross-functional teams to translate business issues into potential analytics solutions.
Strong leadership and planning skills, with a focus on CVM data-driven commercial direction.
Familiarity with implementing data transformations and algorithms in common programming languages.
Proficiency in statistical packages and ML libraries (e.g., R, Python SciPy, NLTK, Spark MLlib, SAS) is advantageous.
Behavioural Competencies
Customer Focus: Prioritizing customer needs and delivering excellent service
Accountability: seeks feedback and identifies opportunities for improvement or innovation
Collaboration: Actively fosters collaboration, seeks input and effectively partners
Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset
Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors)
People Management: Ensure team work together to deliver on their responsibilities creating accountability and ownership
Organizational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.
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: 11 June 2025.
The base location for this role is Vodacom, Midrand 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.
Title: Principal: CVM In Life and Retentions
Company: Vodafone
Location: Johannesburg
