Principal Specialist: Segment & Product Management

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Role Purpose/Business Unit:

• Responsible for performance of the customer segment relative to the Segment and product strategy and the defined roadmap to deliver sustainable growth, market differentiation, and enhanced customer value for the organisation. This role leads the end-to-end customer lifecycle—combines commercial & financial acumen, and cross-functional influence to ensure sustainable market share and heighten competitive advantage. The incumbent ensures good understanding of customer behaviours and needs to translate these into compelling propositions ,assist to manage product performance across verticals in the organisation, and deliver profitable growth through data-driven insights.
• In short, to own the end-to-end performance of a specific customer segment, driving growth, retention, and profitability through focused initiatives and lifecycle management.

Your responsibilities will include:

1. Segment & Product Strategy

• Own the performance for the specific customer segment and product and adapt as necessary. this requires product management as well as proposition development for new and existing products that is appropriate to this customer segment and product.
• Leverage customer insights, behavioural data, and persona-based analysis to inform product development, portfolio optimisation, and go-to-market initiatives.
• Contribute to the leadership and direction to cross-functional teams via an agile squad (Marketing, CVM, Sales, Digital, Customer Experience, Finance).
• Support accuracy of segment-led operating models that enable integrated decision-making and accountability, as well as make recommendation on ways to optimise

2. Revenue Optimisation (IBRO)

• Support the application of the IBRO framework by preparing data, analysis, and reports that help optimise segment and product profitability.
• Assist in developing pricing, bundling, and value proposition ideas by gathering insights, reviewing performance, and helping implement approved initiatives that improve customer satisfaction and drive revenue.
• Monitor performance indicators and help update models or recommendations to ensure offerings remain competitive and aligned with market trends.
• Participate in cross functional teams accountable for IBRO performance and trends. These span across the verticals of the entire organisation

3. P & L Accountability

• Monitor financial performance rigorously, identify variances, and implement corrective actions to safeguard profitability.
• Understand segment and product performance and draw out drivers of under or over performance
• Assist the EHOD in developing appropriate plans that are correctly reflective of actions being implemented

4. Cost Management

• Identifiy and implement cost saving initiatives that can improve the financial performance of a product and segment to safeguard profitability.

5. Base Management & Retention

• Partner with base management teams to design and execute retention, upsell, and cross-sell strategies that strengthen customer loyalty.
• Ensure segment and product initiatives contribute to overall base growth, churn reduction, and lifetime value improvement.
• Utilise predictive analytics to anticipate customer needs and proactively address attrition risks.

6. Cross-Functional Leadership

• Influence and align stakeholders across marketing, technology, finance, and customer operations within a matrix structure.
• Drive execution of segment and product priorities through collaboration and governance frameworks that enable accountability and value creation.

7. Customer Insights & Analytics

• Harness market intelligence, customer behaviour data, and competitive analysis to inform strategic decisions.
• Translate complex data sets into actionable insights that shape product roadmaps and segment and product strategies.
• Establish robust reporting mechanisms to track KPIs and ensure transparency in performance management.

8. Customer Journey & Experience

• Evaluate and optimise end-to-end customer journeys for segment and products, ensuring seamless interactions across all touchpoints.
• Identify pain points, define and develop enhancements that elevate customer experience and foster brand loyalty.
• Champion initiatives that integrate digital innovation into customer engagement models.

9. Innovation & Growth

• Collaborate with EHOD on emerging market trends, technologies, and partnership opportunities to strengthen segment and product positioning.
• Maintain innovation in product offerings and business models to maintain competitive advantage.

10. Value Proposition Development & Management

• Support the development of customer centric value propositions by interacting with internal and external data sources
• Ensure propositions and product designs are implemented with appropriate analytical thinking across pricing , distribution, journey mapping and customer experience.
• Lead the agile squads through cross functional execution to deliver compelling proposition.

11. Go-to-Market & Commercial Execution

• Support the planning and execution of segment and product-specific go-to-market strategies.
• Alignment with Sales, Digital, Retail, and Channel teams to ensure optimal reach, visibility, and conversion.
• Partner with base management teams to prepare campaign design, targeting, messaging, and sequencing for segment and product growth.
• Prepare commercial performance and recommend tactics to improve acquisition, revenue growth, usage and churn reduction.

The ideal candidate for this role will have:

• Matric Essential and
• Bachelor’s Degree in Business, Commerce, Finance, Marketing, Analytics or related (NQF 7)
• Minimum 8 years’ relevant experience essential across product management, segment or commercial roles within telecom or similar industries inclusive of:
• 3+ years in customer segment and product, value proposition design, insights, or lifecycle management or product management and
• Experience in managing P&L up to contribution margin and driving revenue growth.

Strategic Thinking

• Understands market trends, consider and evaluate growth opportunities, and implement actionable strategies that deliver measurable business impact.
• Skilled in balancing short-term priorities with long-term objectives to ensure sustainable competitive advantage.

Commercial Acumen

• Strong understanding of financial drivers, including P&L management, pricing strategies, and revenue optimisation.
• Support the EHOD to make data-driven decisions that maximise profitability while maintaining customer value and market relevance.

Analytical & Insight Generation

• Strong capability in data analysis, performance tracking, and interpretation of complex datasets.
• Transforms insights into strategic recommendations that influence product development, customer experience, and operational efficiency.

Stakeholder Management

• Builds strong stakeholder relationships and drives alignment across diverse business units to achieve common goals.
• Ability to implement strategic vision aligned to business goals.
• Good stakeholder management, influencing, and collaboration capabilities.
• Support EHOD in commercial acumen and decision-making abilities.
• Support a segment -led culture across the organisation.

Customer-Centric Mindset

• Deep understanding of customer behaviours, needs, and expectations within segment and products.
• Support the roll out of initiatives that enhance customer experience, loyalty, and lifetime value through innovative solutions.
• Product Development Expertise
• Experience in product lifecycle management, from ideation to retirement.
• Skilled in optimising customer journeys, ensuring seamless integration of digital and physical touchpoints, and driving continuous improvement.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 22 May 2026 

The base location for this role is Midrand, Vodacom Campus. 

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.