Snr Specialist: CVM

Structural Information

Job number:                     10031729

Job title:                             Snr Specialist: CVM

Job grade:                          S4

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0-5

Reports to:                        Executive Management

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

1. 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 

Certifications

Education

Experience

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:
Ability to cultivate and build relationships.

Special Requirements

Physical Requirements

Key Stakeholders

Openserve external customers
Commercial Operations
Marketing
Pricing
Finance