Snr Specialist: CVM

Core Description

This role plays a critical role in shaping the Openserve financial and competitive landscape. It is responsible for developing data-driven customer growth, retention and loyalty programs. It uses advanced analytics to identify churn risks, upsell opportunities (e.g., fiber speed upgrades), and cross-sell potential (e.g., VoIP or smart home value-adds), ensuring that Openserve maintains its market-leading connectivity rate. The incumbent will translate complex commercial, network and customer datasets into actionable strategic insights that inform executive decision-making and long-term commercial planning.

Job Responsibilities

• Responsible for developing data-driven customer growth, retention and loyalty programs
• Lead the planning and optimization of end-to-end CVM campaigns—from onboarding to retention—ensuring a seamless journey for wholesale partners and end users.
• Develop and refine a wholesale-focused CVM framework that segments the base by geography (urban vs. rural), technology (Copper vs. Fiber), and ISP profile to drive personalized value propositions.
• Design the end-to-end customer journey, from "homes passed" to "homes connected," specifically targeting the conversion of legacy copper users to Next-Generation Network (NGN) services.
• Develop proactive churn prediction models and "save" strategies to minimize revenue loss in competitive connectivity markets.
• Identify growth opportunities by encouraging migrations to higher fibre speeds or cross-selling value-added ICT services like managed connectivity and security.
• Translate complex datasets into actionable insights using tools like Power BI, focusing on metrics such as ARPU and Net Promoter Score (NPS).
• Collaborate with the Sales team to provide ISPs with the data-driven insights and promotional toolkits they need to drive end-user retention on the Openserve network.
• Oversee the commercial rules within our BSS (Business Support Systems) and marketing tech stack to ensure real-time, event-triggered offers are delivered accurately.
• Leverage the Openserve Connect App and other digital artifacts to drive self-service and enhance the overall customer experience.
• Design and institutionalize a full customer lifecycle management model covering acquisition, onboarding, engagement, retention, win-back, and upselling.
• Develop targeted migration playbooks prioritizing high-risk and high-opportunity zones.

Core Competencies

Functional Knowledge/ Skills

• Financial Acumen
• Revenue management
• Customer requirements
• Marketing and Sales Disciplines/ principles
• Wholesale telecom business models
• Segmentation
• Trade marketing
• Business Acumen
• Openserve Policies and Procedures
• Customer experience
• Openserve Products
• ICT Regulatory environment
• Market research
• Action planning
• Advanced predictive analytics
• Data visualisation (Power BI)
• Conceptualisation
• Customer excellence orientation
• Innovation
• Listening potential
• Organising
• Assertive

Competencies (Behaviour)

• Business Leadership
• Market Leadership
• Personal Leadership
• Thought Leadership
• Values aligned with Telkom and Openserve Values

Education

• NQF 7: Bachelor's Degree/ Advanced Diploma
• MBA will be an advantage

Experience

• 8 Years relevant experience, of which at least 3 years on senior management level

Additional Information

Qualifications:

• Qualification preferably in Commerce, Mathematics; Statistics, Business Management, Marketing Management or Finance.
• A postgraduate qualification (NQF level 8)/ Professional certification in Data Analytics, CRM Digital Marketing or Project Management would be an added advantage.
• Experience within telecommunications, ICT with proven success in revenue growth or churn reduction programmes.

Special requirements:

• Willing to travel
• Willing to work flexible working hours

Key Stakeholders

• Openserve external customers
• Commercial Operations
• Marketing
• Pricing
• Finance