Portfolio Manager - Web Channels at Vodacom

The Portfolio Manager: Web Channels (Vodacom.co.za) is fully responsible for driving customer adoption, consistent conversion rates, revenue uplift and a highly rated customer experience. Additionally, the incumbent is expected to define the overall content strategy, including having the overall accountability of the existing CMS platform (Drupal) and working closely with digital marketing team to ensure channel capability and content support increased traffic, lower acquisition costs and enhanced search rankings. The incumbent is expected to own the web channel strategy to inform user experience and user interface design to help achieve and drive the channel objectives. The successful candidate will own the web channels roadmap and play a critical role for the ecommerce team to achieve its revenue, experience, and growth ambitions by becoming entrenched within the agile development squad and working with counterparts across continents. While the focus is on web, the candidate will need to understand the My Vodacom App strategy and find opportunities to co-create, as well as find and implement synergies and efficiencies between these channels. The role is also expected to work cross-functionally across the CBU environment such as products and services, CVM, Terminals, and the greater sales and distribution teams.

Your responsibilities will include:

Customer Experience

• Ensure customer experience is at the forefront of every decision and integrate UX/UI at the core of CX.
• Listen and ask questions to understand our customers’ needs to inform go-to-market strategy
• Ensure every web journeys create the best in-class customer experience standards, exceeds tNPS, KPIs, whilst keeping content and formats that are relevant and discerning

Web Strategy and execution

• Create overall Web and digital content strategy and obtain organizational buy-in
• Drive delivery of projects and launches to achieve business objectives and growth.
• Create/Run initiatives that improve customer traffic conversion, and satisfaction 
• Commercial ownership of all web objectives and a strong translation into development/capability objectives.
• Able to prioritise channel capability whilst balance overall objectives
• Monetize web traffic by ensuring continuous UX/UI improvements all journeys
• Continuous monitoring of performance through the creation of daily operational reports 
• Vodacom champion for Web channels and able to demonstrate an acute awareness of larger strategic objectives.
• Work closely with the Agile squads and be able to challenge existing norms and practices to deliver operational objectives on time, and on standard. Ability to prioritise, and or manage the squad deliverables. This includes logging operational/remedy tickets via JIRA. 
• Obtain buy-in across the organization and work closely with the Product, Segment, CVM, Financial services, Digital lifestyle services, and Fibre teams to drive digital-first propositions. 
• Work with all business units to ensure the web is included in future product plans. Ensure we deliver on their requirements.
• Remove operational and execution barriers.

The ideal candidate for this role will have:

Must have technical/professional qualifications: 

• Minimum of a Bachelor’s Degree in business or information systems areas (essential)
• MBA (preferable)
• 8 years’ relevant experience with Digital Sales and Digital product management (essential), inclusive of:
• 5 years; relevant experience in the telecommunications industry (essential)
• Digital marketing experience (essential)
• 2 years; leadership/ managerial/ supervisory experience (essential)
• Experience working with web analytics tools (essential)

Core competencies, knowledge and experience:

• Proficient in Agile Scrum and working within an Agile squad
• Proficient in digital marketing with a focus on performance marketing and search
• Customer obsessed with a deep seeded knowledge of user experience
• Innovation focused
• Problem solver
• Self-motivated and driven
• Communication and negotiation skills
• Strong conflict resolution skills

Closing date for Applications: 10 October  2022.