Senior Specialist: Life Cycle Management

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Role Purpose/Business Unit:

• Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.
• Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.
• And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

The G band Senior Specialist: Customer Life Cycle Management role based within the Commercial Management CVM Business Unit.

• The Senior Specialist: Customer Life Cycle Management is responsible for the following:
  • To build life cycle journeys to grow customer value and loyalty by developing deep base understanding, spanning across Vodacom Business thereby finding commercial opportunities to be unlocked.
  • Enable the customer base management strategy and campaign roadmap by commissioning deep base analytics, identifying commercial opportunities which supports the overall CVM strategy and P&L by increasing offer relevance and revenue uplift. Translate the opportunities into personalized offerings to address each of the lifecycle stages of a customer. Engage with the Capability team to develop key technical capability for automated lifecycle management.

Your responsibilities will include:

Strategy

• Enable the customer lifecycle management strategy for different customer segments, verticals and product towers.
• Identify all the life stages to be targeted and identify commercial offers to unlock subscriber/ account value during these stages as well as optimised communication method.
  

Delivery and Capability

• Specify and create base KPIs to monitor base performance
• Develop and Implement lifecycle journeys for Vodacom Business segments, Verticals and Products
• Create and maintain a base lead strategy linked to the lifecycle stage
• Develop, implement and maintain capability for customer lifecycle journeys
• Create and maintain a communication strategy roadmap with customer feedback loop
• Business case development to determine the commercial opportunity of initiatives
• Integration of campaigns into customer lifecycle journeys
• Integration of Vodacom Loyalty programme into customer life cycle management

Reporting and Presentations

• Develop requisite customer life cycle management reports based on KPIs, by working with the Customer Intelligent Stream within CVM, to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis.
• Monthly reports to all stakeholders for purposes of planning, strategic input and corrective action

Systems Enhancements

• Assist with defining systems enhancements in line with key targets.
• Drive delivery of system enhancements to support the customer experience strategy.
  

People Management:

• Drive engagement through direct and indirect teams to deliver desired outputs i.e. VB Loyalty, NPS, CLT

The ideal candidate for this role will have:

Qualifications and Experience:

• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
• A minimum of 5 to 7+ years job related work experience is essential with the emphasis on Customer Value Management
• Business Analysis experience in mobile telecommunications is preferred
• Loyalty programme experience is advantageous
• Project management experience is advantageous
• Business Intelligence technology / industry and future trends
• Telecoms Industry Knowledge and trends – Mobile Communications
• Vodacom’s product knowledge on fixed and mobile (advantageous)
• Vodacom’s internal process knowledge – understanding the value chain (advantageous)
• Business analysis methods; specifically business value & user-experience focused

Core Competencies:

• Deciding and Initiating Action
• Persuading and Influencing
• Formulating Strategies and Concepts
• Analysing
• Delivering Results and Meeting Customer Expectations
• Adapting and Responding to Change
• Leading and Supervising
• Planning and Organising
• Writing and Reporting
• Working with People
• Applying Expertise and Technology
• Coping with Pressures and Setbacks
• Entrepreneurial and Commercial Thinking
• Creating and Innovating

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: 01 July 2026.

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.