Managing Executive: Retentions Lead

**Role purpose**:
End-to-End Retentions Management within Vodacom has become increasingly important with key focus and alignment required throughout the complex Postpaid commercial management landscape which covers Channel and incentive Management / Saves Desk Management / Credit vetting and controls as well as subscriber collection.

Additionally, changes within the mobile connectivity space have shifted rapidly over the past 5 years driven mainly by entrants in the fixed connectivity space (Fibre, FWA etc.) as well as rapid price reduction in Mobile Broadband products.

This coupled with strong competitive pressures require Vodacom to increase emphasis on consumer retention and churn management.

The future strategic growth of telecommunication companies are dependent on how they will be able to branch into different business verticals, using the size of the current consumer base/SMME & SOHO as foundation to gain rapid scale.

Convergence and consolidation of connectivity have become one of the main priorities within Vodacom to generate additional revenue as well protect the current consumer base. Owning the connectivity of the household which spans fixed home and mobile solutions will ensure a base from which future solutions (IOT etc.) will be sold.

In conjunction with these technological and product changes within the market there have been a shift in the underlying economic performance of South Africa exacerbated by the COVID-19 pandemic. This as a result have placed increased pressure on the process and methods utilized by Vodacom to retain and rehabilitate customers that have fallen on hard financial times.

It is therefore imperative that an emphasized focus be set on the end-2-end base management function to drive not only favourable consumer/SMME & SOHO upgrades or additional lines, but convergence & consolidation and churn. With the growth in our fixed subscriber base retention and churn management of the Fibre base becomes one of the key objectives of this role.

The incumbent will be responsible for the over-all strategic direction and operational execution regarding retention management leveraging execution through other departments as well as direct execution through his/her own dedicated teams. There will be a dedicated team to assist and execute on the direction of the incumbent, which is required to gauge the efficacy of the team structure and provide clear recommendations on potential gaps.

**Your responsibilities will include**:
**Define Churn/Retentions Strategy**:
Define the overall retention management strategic direction for all different areas of churn management which include voluntary churn, involuntary churn, and nuisance churn.
Define the operational execution regarding retention management leveraging execution through other departments as well as direct execution through his/her own dedicated teams.
Define the strategic direction to ensure a resilient upgrades & saves desk environment leveraging a network of partners and internal saves desk.
Ensure Churn strategy in line with overall company strategy and direction.

**Churn Management Operations and Execution**:
Lead the set-up, management and expansion of retentions and saves functional for CBU/SMME &SOHO
Lead the set-up, management, and expansion of the retention analytics team
Design and execute proactive saves strategies using big-data predictive models and dedicated execution teams.
Design and execute on reactive saves strategies by equipping inbound desks with appropriate tooling and commercial deals.
Develop and then managing the execution of road maps for Customer Retention & Churn Management in order to achieve Churn KPI.
Translate data findings into commercially sounds business cases and strategies for reducing churn and improving retention rates.
Proactive churn forecasting by using analytical models and utilising this data to control churn based on the findings.
Designing & executing BTL campaigns to reduce and control churn with close coordination with CVM team to ensure customer value enhancement along the way.
Manage the commercial agreements, profitability and operational service levels retentions desk.
End-2-end accountability for the postpaid revenue outflow and churn targets set out in the over-all target budget of the commercial business unit This include the reduction of dilution management and the increase of accretion for all upgrades.
Leverage subscriber collection teams to implement innovative customer rehabilitation strategies.
Take full accountability of operational and product innovations across all areas of churn.
Ensure channel incentives and processes are aligned and efficiently set up to reduce nuisance churn.
Increase reactive saves conversion rates to more than 70%
Provide best-in-class differentiated services within the last line of cancelations defence
Drive adoption of tools and digital deployments across all channels to gain efficiencies and improve the customer experience.

**Leadership