Specialist: Digital Channels Owner at Telkom

Job Responsibilities

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.

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.

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.

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.

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.

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.

Education

NQF 6: National Diploma/ Advanced Diploma/ Certificate

• Experience
• 5 Years relevant experience