Jobs at Vodafone Global Enterprise

Role purpose:

• They run the end-to-end Key Account Management of key business partners within the CBU Sales Channels.

Your responsibilities will include:

Sales Planning and Execution

• Develop and implement the sales plan for respective channels aligned to the business strategy.
• Deliver sales presentations and proposals to executive levels and boards of directors.

Revenue and Margin Growth

• Develop and implement plans to increase net sales revenue across both prepaid and contract across relevant channels.
• Ensure margin growth by managing discounts, tariffs, and product/channel/segment mix.

Channel Partner Management

• Identify and propose new channel partners
• Manage and support existing channel partners.
• Oversight on channel partner operations, marketing & projects to ensure business models are profitable and in accordance with Vodacom standards.
• Assist with product knowledge and developing business acumen of Channel Partner.

Reporting and Feedback

• Accurate and timeous reporting with attention to detail and inclusive feedback of performance against targets.
• Monitor and track trends on BI report and dashboards and provide feedback and insights
• Manage and update P&L reporting per channel to ensure profitability and mitigate risks
• Manage the end-to-end tracking and reporting on Product forecasting, Product updates, order fulfilment and operational issues
• Proficiency in Excel & PowerPoint

Stakeholder and Relationship Management and Customer Service

• Build strong relationships through proactive interaction with customers at all levels.
• Oversee the calling plans of the outsourced Account Managers/Service Managers and CRC teams.
• Ensure a good Customer Experience with all customer interactions.
• Ensure that SLAs with customers are adhered to at all times;
• Internal stakeholder management with various business areas
• Regional relationship management with various regions

The ideal candidate for this role will have:

Must have technical / professional qualifications: 

• Matric
• Degree/ Diploma, with
• At least 3 years’ relevant experience
• OR
• Matric only, then must have
• At least 5 years’ relevant experience

Core competencies, knowledge, and experience:

• 3-5 years’ experience as a Senior Key Account Manager  
• Preferable knowledge in the telecoms arena
• Proven experience in building and maintaining relationships
• Forecasting and Planning is essential 
• Financial and commercial acumen 
• Preferable Project management experience
• Acute attention to detail and meticulous time management skills required 

go to method of application »

Role purpose:

• Lead and manage in region capability, solutions and digital readiness and enablement focused on compliance, learnings, and performance 
• Manage and drive continual model improvement through retail programs and reengineering of business processes, journeys, systems, and rules, etc. focused at driving an enhanced seamless customer experience 
• Support digital at the core within retail through identifying root causes via Escalated issues, Customer pain points. Programs, TPSD and CIC that impacts customer experience and solving for this through first time resolution, call reduction and improved Retail TNPS
• Support on TNPS within Region managing close loop and gaining insights and learnings from detractors and passive that impact ongoing business improvement 
• Reporting and analysing, managing reports compilation, presentation and execution as well as, analysis of information, trends, insights that impact the customer, business and model design 
• Support and engage across various stakeholders internally and externally that form a crucial part to improving the retail model and customer service delivery 

Your responsibilities will include:

Regional Enablement, Improvement & Compliance Management:

• Identify non-conformance SRs in Retail 
• Provide high quality support and service to external and internal customers while building and maintaining relationships with relevant role players
• Ensure business process improvements made in region of control through regular engagement and Business units, related programs, and learnings.
• Support on an adhoc basis Close Loop cases - detractors and passives
• Support on an adhoc basis from Regional SLT Offices, managing end to end timeous resolution and root cause fix 
• Drive digital enablement and compliance within regions 
• Support within region capability, solutions, and digital readiness
• Drive digital at the core within retail through identifying root causes via escalated issues. retail programs and reengineering of business processes, journeys, systems, and rules, etc. focused at driving an enhanced seamless customer experience 
• Lead in developing, streamlining, simplifying, and implementing process improvements to meet business requirements 
• Support regional teams on various key initiative as prescribed that impact CX Retail e.g. Power Circles in Retail stores
• Conduct root cause analysis and manage failure trends specific to customer escalation and learnings from regions/programs/back-end support teams that impact the customer, business and model design

Reporting Input:

• Compile weekly and monthly reports per respective area of control
• Analyse customer transactional and escalation trends
• Interpret automated Reporting (e.g. Qliksense, Eyerys, Siebel, Icap)
• Prepare presentations as an when required within the role

Quality Management:

• Deliver highest standards in the way in which reporting is managed and taken into next steps 
• Attention to detail on the insights, analysis , tends , learnings and actions taken to ensure service improvement and enhanced customer experience

The ideal candidate for this role will have:

Must have technical / professional qualifications: 

• Understanding of Vodacom’s Retail offerings: Retail Model and products and services is an advantage  
• Understanding of Vodacom processes and systems within the Retail environment is an advantage 
• Knowledge of the Retail environment and   Telecommunications is an advantage 
• Advanced understanding and use of Vodacom Systems and Reporting tools (Siebel/ Icap/ M2 / Qliksense / Eyerys)
• MS OFFICE knowledge and use including advanced excel proficiency is essential

Qualifications:

• Grade 12 (Essential) 
• 3-year Degree/Diploma in Business/Commerce or related field 
• A minimum 2+ year’s relevant working experience in customer facing environment is essential i.e. customer care or retail or areas that support customer care/retail
• Minimum of 1-2 years’ experience in dealing with advanced customer escalations / queries is essential
• Knowledge in business processes/ journeys/models and improvement methodologies is desirable

OR

• Grade 12 (Essential)
• Relevant courses/certificates will be an advantage  
• A minimum of 5+ year’s relevant working experience in customer facing environment is essential i.e. customer care or retail or area that supported customer care/retail
• Minimum of 1-2 years’ experience in dealing with advanced customer escalations / queries is essential
• Knowledge in business processes/ journeys/models and improvement methodologies is desirable.

Core competencies, knowledge, and experience:

• Creative and innovative
• Customer centric and ‘can do’ culture
• Strong Communication Skills (verbal and written)           
• Process understanding of customer journeys in Retail
• Liaison, Negotiation and Problem-solving skills 
• Interpersonal and Conflict management skills 
• Self-management and awareness
• Excellent follow up and follow through
• Adapting and Responsive to Change
• Proactive use of initiative
• Strong Analytical skills including data analysis and insights
• Reports compilation

Closing date for Applications: 07 September 2023.