Manager Customer Insights at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The Manager: Customer Insights functions as a consumer advocate, representing the customer's voice in business decisions. This role involves managing customer insights development, regional market research projects across formal and informal tools, and data analysis across services and payment types. The manager synthesizes project results into a deep understanding of customers and the market, using this knowledge to support product development, customer experience, and customer value management initiatives within the region.

Key accountabilities and decision ownership:

The primary objective is to use customer insights to better manage and optimize customer touchpoints, driving customer satisfaction and loyalty. Responsibilities include:

• Providing high-level support and customer service to internal clients as per performance contracts.
• Driving the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
• Interpreting and analyzing statistical reports based on channel feedback and proposing action plans while maintaining relationships with key stakeholders.
• Driving improvements of all retail and customer touchpoints in the region, including NPS, TNPS, FTF/EFF, Average Waiting time, Qnomy, and pilots impacting CX.
• Acting as the regional custodian for tracking studies, condensing data into monthly and quarterly insights reports.
• Implementing the customer experience strategy, including digital-first strategy, developed by COPS into the region.
• Gathering and integrating customer insights requirements across the business to develop a deep understanding of consumer target segments within Prepaid, Postpaid, FTTH, and VFS to drive revenue growth.
• Managing research briefs for the region to build regional insights.
• Identifying opportunities to streamline processes to improve customer experience.
• Continuously reviewing the escalation matrix for different business channels to improve the speed of resolving customer-related issues.
• Building relationships and engaging with key stakeholders to improve customer journeys.
• Working with Channel Managers and Branded/Unbranded Specialists to implement CXX strategy and execute in-store elements.
• Providing ongoing feedback to COPS for continuous improvements on the CXX journey.
• Analyzing the regional customer base in conjunction with the CVM team to provide insights and recommendations on trends or behaviors.

Data Analyst:

• Collaborating with the CVM team and central Commercial Management team to develop base management campaigns that drive growth and retention strategies. 
• Monitoring regional performance across key KPIs to drive commercial actions to meet or outperform budget targets.
• Ensuring all business decisions are underpinned by sound analytical and consumer insights.
• Influencing key organizational strategies by holding various areas accountable for integrating insights and performance of associated actions.
• Analyzing the regional customer base to provide insights and recommendations on trends or base behaviors.

Product Lead:

• Collaborating with the CBU Core team during the product development process by gathering and prioritizing product requirements based on customer needs and market trends. 
• Understanding the development of postpaid, prepaid, FTTH, and VFS propositions against a planned roadmap with clear consideration of regional customer needs.
• Identifying market trends, customer needs, and competitor offerings to ensure timely, relevant, and high-quality product delivery.
• Evaluating the uptake of retail enablement and sales journeys to ensure store consultants have effective sales tools.
• Supporting and providing feedback to product teams for new product propositions.
• Leading proposition knowledge and training for branded and unbranded channel teams.
• Managing post-implementation reviews and recommending actions based on proposition performance.
• Using customer appreciation trackers to derive customer insights and strategy for CX, Product, and CVM growth objectives.

The ideal candidate for this role will have:

Must have technical/professional qualifications:

• 5-8 years of data and analytics experience in a regional environment
• Relevant Tertiary Degree/National Diploma
• Minimum of 2 years of experience in a people leader capacity
• Experience in leading cross-functional teams is advantageous
• Willingness to travel, must have a driver’s license and own vehicle
• Knowledge of products is advantageous

Core competencies, knowledge and experience:

• Customer Obsessed
• Knowledge of customer service principles
• Analytical abilities to manage big data
• Performance Reporting
• Capability of working in a complex organization
• Ability to build strong relationships and credibility with multiple levels internally and externally
• Result-driven
• Solution-driven
• Attention to detail and analytics within reporting
• Commercial acumen
• Strong communication skills, influencing and persuading teams to ensure effective collaboration across channels
• Strong understanding and knowledge of competitors’ products, services, and processes
• Operational excellence in regional areas to launch key products

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies