Lead Specialist Commercial CVM at Cell C

Purpose of the Job:

• To lead the strategic development and execution of high-impact, personalized CVM propositions across inbound channels, including the Value Platform and Below-the-Line (BTL) offerings such as My Connecta Deals. This role is responsible for driving customer engagement and incremental revenue by leveraging deep customer insights, fostering innovation, and ensuring seamless cross-functional collaboration. As a key leader in the CVM team, the Principal Commercial Manager plays a pivotal role in enhancing Cell C’s customer value delivery and strengthening its competitive position in the market.
• This role will be supported by a cross-functional team of data scientists, commercial data analysts, marketing technology experts and product development managers to bring your creations to market.
• Your work will shape how we think about our customers, our ability to identify and satisfy their needs and deliver compelling offerings that creates mutual benefit, at scale. This is a highly impactful role where you will directly impact how millions of Cell C customers engage with our offerings daily.

Main Responsibilities:
Product Strategy formation and implementation

• Define, formulate and implement the personalised product strategy and roadmap through your specialized expertise and insight to ensure that the strategy meets business objectives
• Define the framework and metrics to measure the impact of the applicable CVM product offerings and ensure they are consistently monitored
• Collaborate with cross functional teams to ensure you build relevant solutions for our customer base
• Execute the CVM strategy to maximize customer impact, drive behavioural change, and deliver measurable business value through the product portfolio
• Align product strategy with broader commercial and digital transformation goals
• Monitor market trends and competitor activity to inform strategic adjustments

Product and Solution Development

• Proactively identify customer needs and opportunities and deliver compelling offerings that creates value at scale.
• Evaluate the feasibility and relevance of proposed complex products and services
• Commission and interpret ad hoc analyses on base activity, spend and usage patterns
• Apply first principles thinking and advanced analytics to derive actionable insights and optimize product performance
• Determine pricing, optimal price curves and run gap analyses for below-the-line offer portfolios
• Leverage the impact of machine learning and valuation algorithms within the portfolio
• Systems based thinking to construct optimal product ecosystems within the marketing tech stack
• Incorporate customer feedback loops into the product development lifecycle
• Lead experimentation (e.g., A/B testing) to validate new features or pricing models before full-scale rollout

Business planning

• Develop annual and long-term business plans, including forecasting against key performance indicators (KPIs) and aligning with divisional and corporate objectives
• Contribute to and develop business cases for key activities/projects and estimate the financial and development resources required to deliver performance targets
• Develop straight forward business cases or lead feasibility and assessment work for proposed and current projects to support the development and contributions review of business cases
• Track and report on business plan execution, identifying risks and mitigation strategies
• Collaborate with finance and strategy teams to ensure alignment with budget cycles and investment priorities

Customer insights and analytics

• Define and oversee the customer insight strategy to inform CVM initiatives and product development
• Collaborate with analytics teams to extract actionable insights from customer behaviour, usage patterns, and lifecycle data
• Translate complex data into clear narratives and strategic recommendations for senior stakeholders
• Identify and monitor key customer segments, churn drivers, and value opportunities
• Integrate customer feedback and NPS data into proposition design and campaign refinement

Cross functional leadership and Enablement

• Lead cross-functional squads comprising data science, marketing, product, and technology to deliver CVM initiatives
• Facilitate alignment between commercial goals and execution teams through structured planning and communication
• Champion a collaborative culture that encourages knowledge sharing and joint problem-solving
• Resolve cross-departmental blockers and ensure accountability across delivery streams
• Represent the CVM function in strategic forums and cross-business initiatives

Performance monitoring and optimization

• Define KPIs and success metrics for CVM campaigns, propositions, and platforms
• Establish dashboards and reporting frameworks to track performance in real time
• Conduct regular performance reviews and post-implementation analyses to identify improvement areas
• Lead optimization efforts across pricing, targeting, and channel mix to maximize ROI
• Ensure closed-loop feedback mechanisms are in place to refine future initiatives

Innovation and change management

• Drive a culture of innovation by encouraging experimentation, rapid prototyping, and test-and-learn approaches
• Identify emerging technologies and market trends that can enhance CVM capabilities
• Lead change management efforts for new tools, processes, or strategic shifts within the CVM function
• Engage stakeholders across the business to build buy-in for innovation initiatives

People and Team Leadership

• Track and report on the impact of innovation projects on cLead, mentor, and develop a high-performing CVM team, fostering a culture of accountability, innovation, and continuous learning
• Set clear objectives, provide regular feedback, and conduct performance reviews to support individual and team growth
• Align team capabilities with strategic priorities, ensuring the right skills and resources are in place to deliver on business goals
• Promote collaboration across departments and create an inclusive, empowering work environment
• Manage workload distribution, succession planning, and talent development within the CVM function customer engagement and business outcomes

Minimum Qualification

• A 3-year degree in Actuarial Science, Economics, Business Science, Engineering, Marketing or any related field
• Post graduate studies are advantageous

Experience

• 5 to 8 years of experience in a commercially focussed role in either Retail Banking, Financial Services, Telecoms, E-commerce or similar experience building brand new products or working in a start-up environment
• Experience working with personalised marketing technology
• Track record of delivering results through complex mass market products
• 2 - 3 years experience in managing a CVM Commercial team