Executive Head: Regional Digital Channels at Vodafone Global Enterprise

Role Purpose

For all Vodacom Group OpCos and partners across all customers including consumer, business and Financial and Digital Services

Commercial owner of key digital metrics, capability builder for core e-& m-commerce assets and custodian of the Design and Digital Analytics practices to drive more digital share of mobile, Fibre and bundle sales and self-service, adoption to all digital channels and enable new businesses and revenue streams for Vodacom Group (DR Congo, Lesotho, Mozambique, Tanzania, Egypt, South Africa) and Vodacom partner markets (Safaricom Ethiopia, Safaricom Kenya, Vodafone Ghana) with a particular focus on Consumer, SME and SOHO.

Convert business strategy into capabilities (considering either to buy, build, get support or partner) that supports a multi-product, multi-segment approach and champions as the business architect in driving the technology, processes and commercials to realize business value.

To define and execute the Digital strategy as a culmination of on all aspects of online including commercial operational costing (and technology functions), and to ensure that Digital becomes the preferred channel for Consumer and Enterprise customers for sales and self-care and as an enabler for new products, services and new business opportunities across, offered by Vodacom in Consumer, Enterprise and Financial Services.

Specify key strategic capability requirements for scalability and multi-use such as Digital Identity and eCommerce features to support Loyalty, Fintech and Online sales across a global catalogue of products in Consumer, Enterprise and Financial Services and across multiple customer types.

Commercial Responsibilities

• B2C and B2B Sales of mobile products and contracts (credit sales), prepaid hardware (incl prepaid SIM cards), Fibre To The Homes, Fibre to the Business, Insurance, Loyalty rewards (Capacity), Cloud, Security and any products suited for the consumer, SOHO and SME segments.
• Managing the digitally acquired base by ensuring customer lifecycle activities are planned, executed, measured and optimized and driving digital-orientated unique opportunities on upgrades and in-life accretive migrations
• Accountable for the digital share contribution of sales for CBU and VB, adoption of digital channels for self-service, bundle sales revenue, engagement and retention.
• To oversee the full sales funnel and attention to key metrics throughout the sales journeys across contract and cash/card sales of handsets to bundles.
• Ensure leadership is maintained in industry benchmarks to competitors (both Telco and non Telco) in terms of digital sales, journeys, customer experience and sales contribution.
• Supporting the brand with the best in class web, mobile and social media experience in the market through obsessive user experience and interactive programs.
• Mobile adoption, marketing planning, soliciting support from CVM, Product, Consumer Marketing etc to drive a Digital-First/Digital-Only approach and propositions etc
• Setting and executing on the Omni-channel strategy with Retail Operations and Sales teams to provide a seamless delightful experience to customers in physical channels through digital.

Product And Platform (Capabilities) Responsibilities

• Custodian of key digital assets and its roadmaps and scalability such as Digital Identity, E&M Commerce, Loyalty Store capability, Content Management System, Retail, Retail App.
• Close collaboration with Fintech commercial functions (group and local market) to ensure appropriate management, share of cross-selling opportunities between Fintech and Telco digital channels
• Translate business strategy into capabilities required that informs business architecture for technology to build and support
• Enable delivery against current and future requirements and targets for sales, ecommerce transactions, revenues, contribution margin and customer satisfaction in line with the company strategy
• Together with the Regional Technology Lead, leverage the Vodacom Product Operating Model to drive the delivery of group products, services, channel standardisation, improvement and expansion initiatives into local markets.
• Stay up to date with user preferences in operating systems, device types, apps, social media, shopping trends and how to leverage
• Enable the omni-channel strategy by defining the digital technology direction, requirements to leverage journeys and assets of direct digital channels to enhance and optimize the in-store experience through digital
• Ensure core out-the-box functionality and plug-ins are used of E&M commerce platform (and little customizations are applied to ensure Vodacom can continue on an upgrade path which can be leveraged from the wider community and re-used across markets/entities
• Leverage full Vodacom eco-system products to support more intelligent and targeted sales, analytics and personalization of offers, journey elements, etc
• Ensure new customer on boarding journey, cros- sell are designed and developed with minimal effort for the customer whilst complying to security and regulatory protocols.
• Drive down operational costs by developing and executing on the Vodacom Digital strategy
• Drive down distribution costs through the use of digital channels for the purchase of services and goods, while increasing efficiency
• Develop and execute mobile advertising strategy to generate additional revenue streams
• Lead and develop teams in the Vodacom way ensuring that we have the right people motivated and engaged to deliver our business goal.
• Digital Product Leadership
• Lead the in-market Digital Product Executives, influence and steer product roadmaps towards a 3-5 year ambition. Ensure digital investments are future-ready to monetize on trends, customer behaviour changes and other ancillary market opportunities to increase new revenue streams.
• Vet product backlogs and roadmaps to ensure aligned business strategy, priorities and reducing technical debt and reusing both Design and existing capabilities
• Tribe Lead for Digital, which includes the Digital Product, Analytics, Design and Software Engineering teams applying adjusted Agile ways of work.
• Lead and steer demand planning for demand from other divisions, Digital demand across other teams and own Digital backlogs enabled through the PI process.
• Manage multiple stakeholders and balancing multiple (conflicting) priorities with limited capacity on a quarterly basis.
• Prioritizing high impact, regulatory, internal initiatives to drive own KPIs and external demand to support the business unlock key outcomes.
• Design And Analytical Functional Responsibilities
• Ownership of the User Experience Design practice and ensuring processes and frameworks are developed and maintained for all UX Designers to apply and leverage.
• Ensuring design assets are housed in a Design library for scalability and consistency, Design debt backlog is maintained, and items prioritized together with the Product teams.
• Ensuring the community for Designers is preserved and that journey design is done with the view of customer conversion and convenience as well as commercial objectives.
• Determining and driving the User Experience strategy needed to achieve its goal of delivering unmatched customer experiences with clear NPS leadership in support of the vision for Vodacom to becoming the world’s best Telco for delivering unmatched customer experiences through passionate and engaged people.
• Ownership of the Digital Analytics practice and integration of Adobe Analytics, Content Square, Adobe Target, Qlik and other performance management and testing tooling to analyse user journeys performance and optimization

Your Responsibilities Will Include

• Develop and agree overall Digital vision and strategy for Vodacom for Consumer and Enterprise market segments and lead online approach in CAPEX prioritization, manage OPEX, business planning and review processes:
• Lead the strategic thinking and ongoing organization design in order to deliver the Digital Internet strategy.
• Be the driver of the implementation of the Digital Strategy in Vodacom together with peers from business departments.
• Champion of change, positioning online way of working as role model for customer focus, brand experience, new company culture and organisational development.
• Drive online self-care, sales and retention of Consumer and Enterprise customers to optimize revenue, growth and market share.
• Reduce cost to serve through traditional customer channels.
• Reduce cost of sales through increased online purchases.
• Lead And Manage The Internet And Social Media Areas Through Direct And Matrix Managed Structures And Ensure Delivery Against The Digital Company Strategy And Business Plan
• Set up the company Governance & processes to enable delivery on the strategy.
• Making Internet based supporting tools and applications available on the website.
• Making internet based supporting tools to simplify our processes and reducing complexity in our supporting systems to enable substantial cost savings.
• Provide inspirational leadership and coaching across the Vodacom organization to deliver the Online and Self Service strategy.
• Create high level of employee engagement and become seen as leading in Internet Experience in Africa (customer and employee perspective).
• Strong liaison with the EBU, CBU, COPs organizations and PR/Corporate Communications as well as Technology.
• Ensure delivery process from EBU/CBU through Technology and Enterprise projects.
• Implement and measure CXP, CSI and NPS measures for all Digital channels.
• Define and implement reporting to support strategic initiatives and performance as per Vodafone Group KPI’s.
• Expand Vodacom Internet Presence On Mobile
• Review, refine and execute on the Vodacom website and apps strategy on mobile together with key stakeholders from CBU, EBU, COPs, VFS, DLS and Technology.
• Responsible for driving traffic to the mobile version of the website and assuring a best-in-class customer experience that will strengthen Vodacom’s image as market leader.
• Deliver an apps and USSD suite that will deliver a mobile transactional experience for support and ordering transactions.
• Responsible for delivering targets related to sales orders, recharges, call savings etc on the mobile channel.
• Drive Cost Savings In All Relevant Business Processes
• Detect, improve and enable areas to creating cost savings.
• Change business processes and ways of working in line with Customer Journeys.
• Act as a cost-saving champion through innovation and new ways of working.
• Monitor implementation of cost-saving initiatives and return on investment through prioritization.
• The Ideal Candidate For This Role Will Have
• Must have technical/professional qualifications:
• A relevant three-year degree or equivalent qualification in Commerce is essential. Post graduate management qualification (i.e.; MBA) is desirable

Experience

• Core competencies, knowledge and experience:
• Strong industry experience of running high volume end-to-end eCommerce business in a pure-play or large retailer with mature Digital Marketing, Pricing, Merchants/Buyers, Fulfilment and customer service functions.
• 8-+ years corporate management experience, of which, 5 years at a management level, in the Online and/or Self Service areas. 7+ years solid experience in various roles within the commercial operations functions. Must have a proven track record of building and/or transforming a corporate culture into a model organisation for customer focus and employee engagement.
• Solid experience in Agile, transformation, Digital Evolution
• Operational management of large scale Digital, including Digital Store sales, Digital platforms, technically sound
• Taking existing business capability from a traditional business model and deliver into Digital
• Optimizing multiple sales channels and significantly increasing market share
• Creating strategic plans to win market share from competitors

Competencies

• Proven track record with regard to influencing the organisation culture.
• Emotional commitment to winning
• Passionate about Internet and virtual commerce.
• Capable of working in a complex organisation and able to build strong relationships and credibility with Board/ Executives both internally and externally
• Visionary on future market and technology trends.
• Inspirational leadership skills being able to pull together a dedicated and highly motivated team
• Stratigically astute, with a proven track record in the delivery of challenging business results
• Track record of digital disruption

Closing date for Applications: 18 October 2022.