Role purpose:

To oversee end to end Customer Support for Vodacom Business Customers, specifically; Small and Large Enterprise, Public Institutions, M-Pesa Billers, Indirect Sales Partners and Fixed Customers

To uncover business and experience Insights from tools such as VoC, Social listening, TNPS, NPS, Surveys and Retention programs and coordinate in partnership with CXX the improvement of customer experience across functions

To track and support strategic agenda of the department.

Key Responsibilities:

Reporting and Insights

• Align department reports to business objectives and Key Performance indicators to ensure strategic objectives are met.
• Provide consolidated reporting to local and group management regularly
• Provide qualitative and quantitative analysis and insights to guide business on strategic decisions.
• Collaborate with other business leaders to identify reporting needs.
• Handle all insight and reporting projects ensuring relevant tools such as big data and customer feedback and insight tools are in place.

Vodacom Business & Fixed Services Support

• Lead and execute the Vodacom Business Support Strategy leveraging and encompassing the wider Customer Service and experience Strategy of the organisation.
• Work with Channel and Product Owners to ensure appropriate action plans are in place for all identified segments including Fixed Services.
• Provide a seamless support experience for Fixed services in both consumer and business customers.
• Identify service and experience gaps and fulfil training needs.

Strategy

• Act as a custodian of the COPs Strategy blueprint.
• Engage with business heads to ensure their strategic projects are delivered as per planned timelines.

Qualification, Knowledge, Experience and Competencies

• Degree in Business Administration or any other related field.
• 3 years of experience in Customer Service operations or Business Analysis or Programme Management
• Fixed services skills would be an added advantage.
• 3+ years of customer service and experience management, Sales/marketing/commercial/strategy experience
• Detailed knowledge of customer services operations in telecoms or related industries, as well as general strategy issues and problem solving approaches. Knowledge in supporting Fixed services would be an added advantage.
• Strong Analytical skills – able to assess reports, identify issues, root cause, recommend solutions and integrate details into a bigger picture.
• Exceptional leadership and management skills to deliver results through teams and partners,
• Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
• Excellent written and verbal communications skills; Including presentation and storytelling skills. Strong personal impact and influencing skills

• Align department reports to business objectives and Key Performance indicators to ensure strategic objectives are met.
• Provide consolidated reporting to local and group management regularly
• Provide qualitative and quantitative analysis and insights to guide business on strategic decisions.
• Collaborate with other business leaders to identify reporting needs.
• Handle all insight and reporting projects ensuring relevant tools such as big data and customer feedback and insight tools are in place.
• Lead and execute the Vodacom Business Support Strategy leveraging and encompassing the wider Customer Service and experience Strategy of the organisation.
• Work with Channel and Product Owners to ensure appropriate action plans are in place for all identified segments including Fixed Services.
• Provide a seamless support experience for Fixed services in both consumer and business customers.
• Identify service and experience gaps and fulfil training needs.
• Act as a custodian of the COPs Strategy blueprint.
• Engage with business heads to ensure their strategic projects are delivered as per planned timelines.

• Strong Analytical skills
• Exceptional leadership and management skills
• Process-Oriented
• Excellent written and verbal communications skills
• Presentation and storytelling skills
• Strong personal impact and influencing skills

• Degree in Business Administration or any other related field.
• 3 years of experience in Customer Service operations or Business Analysis or Programme Management
• Fixed services skills would be an added advantage.
• 3+ years of customer service and experience management, Sales/marketing/commercial/strategy experience
• Detailed knowledge of customer services operations in telecoms or related industries, as well as general strategy issues and problem solving approaches. Knowledge in supporting Fixed services would be an added advantage.