Head of Retentions & Lifecycle Strategy

Vodafone; Midrand; On-site; ZAR 1,200,000 - 1,900,000; Full time

Job summary

Vodacom South Africa is seeking an Executive Head: Retentions to define and execute prepaid and postpaid retention strategy across the Consumer Business Unit. Lead a team of retention, campaign, analytics and commercial specialists to reduce churn and protect customer lifetime value.

You will collaborate across segments and functions, govern offers, ensure compliance with POPIA, and deliver executive reporting on churn trends, upgrade outcomes and ROI from retention initiatives.

Qualifications

• Bachelor’s degree or honours in a related field.
• People management experience is essential.
• Direct marketing, CVM, lifecycle analytics experience preferred.
• Telecommunications industry experience is strongly preferred.
• Experience with digital campaign management or agile delivery is advantageous.

Responsibilities

• Define, consolidate and obtain approval for annual/quarterly retention strategy across prepaid and postpaid.
• Own end-to-end retention operating rhythm including churn prevention, upgrades, recontracting and renewals.
• Lead retention initiatives across channels (retail, call centre, digital, social).
• Define priorities, target segments, eligibility rules and channel allocation with analytics support.
• Partner with multiple teams to execute integrated retention plans.
• Drive retention outcomes including ROI, churn reduction and lifecycle monetisation.
• Ensure compliance with POPIA, consent management and regulatory requirements.
• Build and coach a high-performance retention team.

Skills

Retention strategy

Team leadership

Analytics

Marketing automation

Cross-functional

Customer lifecycle

Churn modelling

Executive storytelling

Education

Bachelor's degree or higher

Job description

Vodacom South Africa is seeking an Executive Head: Retentions to define and execute prepaid and postpaid retention strategy across the Consumer Business Unit. Lead a team of retention, campaign, analytics and commercial specialists to reduce churn and protect customer lifetime value.

You will collaborate across segments and functions, govern offers, ensure compliance with POPIA, and deliver executive reporting on churn trends, upgrade outcomes and ROI from retention initiatives.