Safaricom Kenya, a leading telecommunications company renowned for its innovation and commitment to transforming lives through technology, is seeking qualified professionals to join its dynamic team. As part of its continued efforts to drive excellence, efficiency, and innovation across various functions, Safaricom invites applications for several key positions within its departments.
These vacancies present an excellent opportunity for skilled professionals who are passionate about technology, audit, and customer value management to contribute to one of Kenya’s most impactful organizations.
Senior Manager – CVM Operations Lead – Consumer Business Organization, Kenya
Posting Date: 7th October 2025
Department Description:
The Senior Manager – CVM (Customer Value Management) Operations Lead will operate within the Consumer Business Organization, a department dedicated to understanding customer behavior, improving user engagement, and driving revenue growth through data-driven strategies. This role is central to optimizing customer lifecycle management and ensuring that the organization’s CVM initiatives are effectively implemented.
Job Description:
The Senior Manager – CVM Operations Lead will oversee all aspects of CVM operations to ensure efficient execution of customer retention, acquisition, and engagement strategies. The incumbent will leverage analytics, segmentation, and campaign management tools to deliver targeted offers and communications that maximize customer lifetime value.
Key Responsibilities:
- Lead the CVM operations team in the design, execution, and monitoring of targeted campaigns across multiple customer segments.
- Oversee day-to-day operations of the CVM platform, ensuring campaign accuracy, timeliness, and alignment with business goals.
- Collaborate with marketing, product, and analytics teams to identify opportunities for cross-sell, up-sell, and retention initiatives.
- Define and implement operational processes that ensure seamless campaign execution and efficient resource utilization.
- Drive continuous improvement by evaluating campaign effectiveness and providing insights for optimization.
- Manage campaign reporting and ensure visibility of performance metrics to key stakeholders.
- Lead operational governance for all CVM activities, including compliance with data privacy and regulatory standards.
- Champion the use of automation, artificial intelligence, and advanced analytics to enhance personalization and campaign performance.
- Ensure customer feedback and insights are integrated into ongoing CVM strategies to improve satisfaction and loyalty.
- Mentor and develop team members to build capabilities in CVM tools, analytics, and operational excellence.
- Coordinate with technology teams to ensure platform stability, data accuracy, and timely resolution of system-related issues.
- Participate in strategic planning sessions to align CVM operational activities with organizational goals and market trends.
The Senior Manager – CVM Operations Lead will play a pivotal role in Safaricom’s efforts to enhance customer engagement and retention through operational excellence and data-driven decision-making. This role is ideal for a professional with strong leadership skills and a passion for leveraging analytics to deliver measurable business impact.
Application Procedure
Interested candidates are encouraged to apply for the respective roles as outlined in the official Safaricom careers portal. Each position provides an opportunity to work with a diverse team dedicated to innovation, operational excellence, and continuous improvement.
Applicants should review the specific requirements for each position on the careers portal before submitting their applications. Only qualified candidates will be contacted for further stages of the selection process.
