Specialist: Digital Channels Owner

Structural Information

Job number:                     10031732

Job title:                             Specialist: Digital Channels Owner

Job grade:                          S5

Group/ BU:                       CSB

Division:                             Digital Channels and Beyond Connectivity

Span of control:               0-5

Reports to:                        Senior Management

Core Description

Responsible to manage and optimise the operational performance of Telkom’s Digital Channels (App, Marketplace and Mobile Advertising) and associated digital customer journeys, ensuring delivery against defined commercial, customer experience, and operational KPIs.

Also responsible for executing the digital channel roadmap, driving digital funnel optimisation, coordinating cross-functional delivery, and supporting revenue protection and growth across connectivity and Beyond Connectivity services including fintech, marketplace services, and value-added services (VAS). Acts as the operational driver of the digital channels, translating channel performance insights, customer behaviour, and commercial priorities into optimisation initiatives and digital product delivery requirements.

Job Responsibilities

1. Digital Channel Performance & Optimisation - 30%
Own, monitor, and optimise the performance of Telkom’s digital channels.
Monitoring and improving key digital KPIs including Monthly Active Users (MAU), Daily Active Users (DAU), conversion rates, recharge. frequency, ARPU uplift, Platform Conversion Rates, Platform Commissions, Payment Conversion rates, and Customer Retention rates.
Identifying and resolving digital funnel breakpoints that impact customer experience and transaction completion.
Driving data-led optimisation initiatives including A/B testing and behavioural analytics.
Supporting growth in revenue contribution through digital channels.
Supporting increased adoption of connectivity services and digital offerings via Telkom’s digital platforms.

2. Digital Funnel & Customer Journey Optimisation - 25%
Drive continuous improvement across key digital customer journeys.
Analysing customer behaviour and funnel performance across key digital journeys.
Identifying optimisation opportunities across discovery/ search, subscriber/ merchant onboarding, product/service purchasing, once off and recurring payments, service management/delivery, retention, and support journeys.
Collaborating with UX, Analytics, and Product teams to improve usability and conversion.
Ensuring optimisation initiatives translate into measurable improvements in digital channel performance.
Supporting the delivery of seamless self-service digital experiences.

3. Digital Channel Roadmap Execution & Delivery Management - 25%
Execute the approved digital channels roadmap in alignment with the Digital Channels strategy.
Translating channel performance insights and commercial priorities into feature requirements and backlog inputs.
Coordinating delivery with Product, IT, UX, and Analytics teams.
Ensuring effective progress of digital initiatives and roadmap execution.
Overseeing release outcomes to ensure quality delivery, minimal defects, and stable platform performance.
Escalating risks, delivery constraints, and dependencies where required.

4. Cross-Functional Coordination & Stakeholder Management - 20%
Coordinate digital channel initiatives across multiple internal teams.
Coordinating digital channel initiatives across Marketing, Commercial, Operations, Customer Care, and IT teams.
Supporting the integration of campaigns, promotions, and commercial offers within Telkom’s digital channels.
Facilitating alignment between technical delivery teams and commercial stakeholders.
Supporting digital adoption initiatives across Telkom’s platforms, products, services and mobile advertising channels.
Escalating risks, constraints, and delivery dependencies to the Senior Manager where required.

5. Vendor & SLA Management - 10%
Support the management of vendors and delivery partners involved in digital channel operations.
Monitoring and managing operational SLAs with digital development and analytics partners.
Supporting defect resolution and platform performance monitoring.
Ensuring compliance with digital governance, security, and POPIA requirements.
Supporting the ongoing stability and performance of digital platforms.

6. Reporting, Insights & Continuous Improvement - 15%
Provide ongoing visibility into digital channel performance and optimisation opportunities.
Developing and maintaining digital performance dashboards.
Producing daily, weekly and monthly performance reports with actionable insights.
Contributing input into business cases for digital enhancements.
Recommending optimisation initiatives based on data analysis and channel performance insights.

Core Competencies

Functional Knowledge/ Skills
Strong analytical and data-driven decision-making capability
Commercial awareness and understanding of digital revenue models
Execution and delivery focus
Effective stakeholder coordination and influence
Strong customer-centric mindset
Understanding of risk, governance, and compliance frameworks

Competencies (Behaviour)
Perseverance; Positive Thinker; Cost Conscious; Customer Focus; Goal Orientated; Innovative; Proactive; Team Player or Work Independently when  required; Honest; Energised; High Level of Comfort with Ambiguity; Priority Shifting

Certifications

Education

Experience

Additional Information

Qualifications and experience:

• Bachelor’s Degree in Business, Engineering, Computer Science, Digital Technology, or a related field.
• Preferably 6–8 years’ experience in digital platforms, telecommunications, fintech, or e-commerce environments.
• Demonstrated experience managing digital performance metrics, customer journey optimisation, and digital channel improvement initiatives.
• Experience operating within cross-functional enterprise digital delivery environments.

Advantageous:

• Experience within telecommunications or digital services platforms.
• Familiarity with Agile or digital product delivery environments.

Special Requirements

Physical Requirements

Key Stakeholders

Internal and external stakeholders
Finance
Sales
Marketing
Technology
CVM
Customer Service
Legal
Regulatory
Partners