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  • Posted: Dec 8, 2017
    Deadline: Not specified
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    Vodafone Global Enterprise is part of the Vodafone Group, dedicated to simplifying the management of global communications for the world's largest multi-national companies. Specialists in enterprise mobility, Vodafone Global Enterprise focuses on implementing mobility strategies and solutions tailored to the needs of global corporations - enabling them to fo...
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    EHOD Customer Insights

    Job description

    ROLE PURPOSE

    Responsible for the overall management of the centralised Research, Analytics and Insights function which includes defining, systematically gathering, analysing, processing and distributing intelligenceabout products, customers, trends, competitors, individuals, concepts, information, ideas and/or data needed to support strategic and tactical decision making in the organisation. This person will be a key influencer of all product, segment and brand decisions.

    KEY ACCOUNTABILITIES AND DECISION OWNERSHIP

    • To create a customer first mind-set into CBU where we always place the customer understanding at the heart of our business and supply critical insights (extracted from various sources of information) to enable and empower the business.
    • To influence brand, product and segment strategic direction with needed customer insight that will drive business growth through embedding actionable & appropriate insights into the business for fact based decision making i.e. marketing, product, proposition and channel and brand teams
    • Maximise the efficiency &effectiveness of market research & analytical projects/capabilities by using all information sources (structured & unstructured) which includes full integration of all sources, creating and implementing strategic projects & new capabilities
    • Establish & implement fit for purpose system frameworks to deliver on all strategic analytical & research projects – supplying fast, effective and relevant insights to the business to support decision-making.
    • Apply innovation to the Customer Insight function that will drive us towards a digital future where insights are derived from various data sources, overlaying quantitative with qualitative methodologies to derive insights.
    • To determine the research & analytics needs of the business, plan the insights strategy and delivery capability-To analyse and integrate all customer data and build a strategy to take customer trend patterns into account for business readiness
    • To define and implement an insightsculture and operating process. No major business decisions are taken without customer insight input.
    • To plan, implement, control and lead the research/analytics portfolio.

    Programme and Project Management

    • Define roles and responsibilities for research/analytics team members as well as support project team members (IT, BICC) and clearly communicate expectations
    • Establish broad stakeholder involvement and communicate project status and key milestones
    • Manage the execution of project plan time lines against allocated project deliverables
    • Lead complex programs and projects that span multiple phases, from opportunity and business case, through to implementation and post implementation support
    • To support the Leadership team and Business Units with portfolio prioritization and information.
    • To have sight and coverage across all touch points

    Innovation and Change

    • Implement new technologies and understand emerging insights/ research/analytics trends and the relevance that these have to Vodacom’s strategy driving us towards innovation and a digital future
    • Set up guidelines to rationalise the products and services portfolio based on delivered insights

    Change Management & Communication

    • Develop an integrated change management plan and follow a top down approach – change to an insights led organisation
    • Effective communication and collaboration with key stakeholders including the customisation and packaging of insights for different audiences to gain an understanding of our customer needs and requirements
    • Prioritise efforts to avoid “overwhelming” the organisation and manage the capacity to adapt to change
    • Provide effective portfolio management support to Leadership team.

    Cost Management

    • Accurate OPEX planning, integration and management of budget forecasts. -Alignment of portfolio, budgets and human resources with the Vodacom and strategic vision.
    • Day to day financial Management of the Division’s CAPEX and OPEX budgets

    KEY PERFORMANCE INDICATORS

    • Delivery of clear, consolidated & actionable insights from analytics and modelling to inform product, segment, brand,loyalty strategy, and other business areas at the highest level
    • Establishing and optimising the centralised insights/research/analytics eco-system. This includes the back-end systems as well as the operating models with business. Integration with BICC and IT for the systems and establishing effective ways of working across the business to ensure integration of insights into all relevant business processes.
    • Influencing of key organisational strategies and closing the loop on accountability – holding the various areas accountable for integration of insights and performance of associated actions/activities

    DIRECT REPORTS

    • 9 level 4 specialists (senior & principle Specialists)
    • 2 level 5 specialists

    Core Competencies, Knowledge And Experience

    • Goal focussed with track record in implementing and leading Research & Analytical initiatives across an organisation (including ad hoc qualitative and quantitative studies, research trackers, NPS, an understanding of operational measures and predictive modelling)
    • Knowledge of Research & advanced analytical & modelling environments which includes knowledge of systems specifically related to data sources, data warehouses & technical system capabilities.
    • Ability to influence and align teams across the business without necessarily having direct management control
    • Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally
    • Strong negotiation and supplier management skills to ensure that the correct partners are selected and correctly manage

    Must Have Technical / Professional Qualifications

    • A 3-year Degree/Diploma in Commerce, Science or Business Science or any related field of study (e.g. Econometrics /Statistics) is essential.
    • A minimum 8-10 years’ experience in an analytical role specializing in strategic insights (research and analytics) customer relationship management, data manipulation, interpretation, and report writing.
    • 2 – 5 years’ experience working with CRM systems/direct marketing systems
    • Minimum 4-5 years management experience essential

    Behavioural Competencies

    • Persuading and Influencing
    • Delivering results and meeting customer expectations
    • Presenting and Communicating - strong story telling skills with the ability to integrate complex and diverse information sources into simple summaries and recommendations
    • Deciding and Initiating action
    • Stakeholder Management
    • Learning and Researching
    • Planning and Organising
    • Problem Solving and critical thinking
    • Programme Management (high level)
    • People Management
    • Leadership skills
    • Diversity Management
    • Relationship Management
    • Ability to network and build relationships across business units
    • The ability to consult across business units at senior executive levels

    Method of Application

    Interested and qualified? Go to Vodafone Global Enterprise on vodafone.referrals.selectminds.com to apply

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