Senior Manager – CVM Operations Lead
Location: Kenya
Job Description
Reporting to Tribe Lead – Base Growth, the position holder will lead in building and executing Safaricom’s Product strategic pillars, focusing on the creation and delivery of products and services — with a strong emphasis on Financial Services products — aimed at customer onboarding, growth, and retention.
The role holder will provide product ownership, leadership, and coaching to a multi-skilled delivery squad, and serve as the lead Project Manager for core platform developments, enhancements, and services.
This position also involves management of BTL 121 campaigns, campaign platforms, and campaign execution. The successful candidate will create and support products and services that defend Customer Market Share, grow Traffic & Revenue Market Share, Product ADOU, Product COAT, ARPU, and Usage per customer.
They will be expected to achieve 100% CVM penetration for both inbound and outbound CVM, embed the CVM craft across the organization, and deliver Artificial Intelligence in all customer interactions. The role will also oversee the delivery of all CVM & DCVM platforms and the CVM capability roadmap.
Responsibilities
- Define strategy and marketing technology roadmap within the Consumer Business team
- Ensure timely and cost-effective delivery and enhancement of core platforms and customer value management platforms
- Define and manage the product backlog, product delivery sprints, squad resources, and sprint tasks
- Prioritize and lead the squad to deliver backlog scope, ensuring alignment with business priorities and expected outcomes
- Drive adherence to agile methodologies and squad ceremonies
- Prepare product reports and lead sprint retrospectives and reviews to assess actual market take-up versus business case expectations
- Manage stakeholders across internal functions to ensure delivery of departmental objectives within SLA
- Oversee CVM campaign management, ensuring adherence to contact policy, weekly campaign development, seamless execution, and tracking
- Manage CVM suppliers, assess performance, handle revenue share with partners, and ensure timely vendor payments
- Execute, track, and evaluate campaigns, providing feedback and collaborating with internal CVM representatives across units
Qualifications
- Degree in Computer Science, IT, Engineering, Business IT, or Project Management discipline
- Minimum 10 years of hands-on experience in product management, technical delivery, or marketing-tech management in a competitive commercial environment, with at least 4 years in senior management
- Strong customer focus with proven experience in launching products and achieving product revenue targets
- Demonstrated experience in managing and developing teams
- Strong awareness of market trends, competitive impacts, and market opportunities
- Achievement-oriented, innovative, and creative