Senior Relationship Consultant at Vodafone Global Enterprise

Role Purpose/Business Unit:

• To deliver exceptional, end-to-end experiences for Ultra High Value customers with complex relationships, driving continuity, loyalty, and lifetime value through proactive relationship management, strategic engagement, and tailored service retention.
• As a single point of contact, the UHV Consultant owns the customer journey, leveraging cross-functional support to provide seamless, timely care and translating customer needs into actionable solutions that reflect the company's premium service commitment.

Your responsibilities will include:

Expert Resolution

• End-to-End Customer Ownership: Manage the UHV/Premium Service Desk & Internal Staff/customer journey with minimal handovers and seamless engagement across all service needs.
• Concierge-Level Support: Deliver tailored, high-touch service through personalized interactions and white-glove treatment.
• Priority and Escalation Handling: Ensure UHV/Premium Service Desk & Internal Staff/clients receive prioritized support through fast routing, SLA monitoring, and direct access to escalation channels.
• Compliance & Process Adherence: Ensure all customer engagements align with regulatory, procedural, and data governance standards.

Case Management

• Service Request (SR) Management: Stay engaged to ensure complete follow-through on second-line support requests.
• Cross-Functional Collaboration: Liaise with technical, billing, sales, and back-office teams to resolve complex issues while maintaining end-to-end customer visibility and accountability.

Proactive Base Care

• Proactive Portfolio Management: Monitor customer behaviours, usage trends, and potential risks to proactively address concerns and identify upsell opportunities.
• Experience Monitoring & Feedback Loop: Track customer satisfaction, sentiment, and NPS performance, closing feedback loops and escalating root causes where applicable.
• Continuous Improvement: Contribute to service evolution by identifying process gaps, customer pain points, and opportunities to elevate the UHV/Premium Service Desk & Internal Staff experience.

Revenue Growth and Customer Value

• Personalized Retention & Value Growth: Leverage deep customer knowledge to identify personalized selling opportunities and implement save tactics to reduce churn and drive customer lifetime value.
• Cross-Sell and Upsell: Identify customer needs and usage gaps to promote relevant product enhancements, service upgrades, and bundled solutions.
• Insight-Driven Campaigns: Leverage campaign data and customer insights to engage targeted clients and drive measurable outcomes.

Value-Added Services (VAS) and Retention

• VAS Adoption: Educate clients on high-impact VAS offerings and ensure adoption through tailored recommendations.
• Churn Management and Save Strategies: Monitor early warning signals, engage at-risk customers, and implement retention offers to preserve revenue and protect long-term customer relationships.
• Contract Renewals and Upgrades: Ensure timely engagement on contract end dates, guiding clients through upgrade options that deliver greater value while securing revenue continuity.
• Converged and Fixed Product Penetration: Position and sell integrated mobile, fibre, IoT, and fixed-line solutions to maximize customer value and increase product penetration.

The ideal candidate for this role will have:

• A Matric Certificate (Essential).
• National Diploma or Bachelor’s degree in Business, Marketing, Telecommunications, or related field (preferred).
• Relevant certifications in Customer Relationship Management, Project Management, or Sales (advantageous).
• Minimum 3–5 years in customer-facing roles within telecommunications or a similar fast-paced industry.
• Proven experience managing high-value or strategic customer accounts.
• Experience working with cross-functional teams.
• Exposure to converged and fixed product offerings and campaign execution.
• Familiarity with CRM systems, SLA structures, and customer engagement platforms (e.g., Genesys Cloud, Salesforce)

Core competencies, knowledge, and experience:

• Strong understanding of the telecommunications industry and market trends.
• Awareness of key competitors, their offerings, and differentiators.
• Proficient in Microsoft Word, Excel, PowerPoint, and data analysis tools.
• Working knowledge of project management principles and execution.
• Solid grasp of the sales environment and customer buying behaviour.
• In-depth knowledge of converged, mobile, fibre, and fixed-line solutions.
• Comprehensive understanding of telecom products, services, and value propositions.
• Expertise in strategic account planning and relationship lifecycle management.
• Familiarity with account billing, invoicing, and financial statement interpretation
• Strong business acumen to align customer needs with commercial outcomes
• Customer Relationship Management.
• Sales and Portfolio Management.
• Upselling and Cross-Selling Techniques.
• Churn Prevention and Retention Strategies.
• Campaign Execution and Performance Tracking.
• Case and Incident Management.
• Business Communication (Verbal & Written).
• Commercial Negotiation.
• Conflict Resolution and Problem Solving.
• Product Knowledge (Mobile, Fixed, Converged, VAS).
• Time Management and Prioritization.
• Reporting Skills.
• Stakeholder Engagement and Internal Collaboration.
• Adaptability in Fast-Paced Environments.

Behavioural Competencies 

• Owns outcomes and leads service excellence.
• Applies critical thinking and insight.
• Builds trust and influences effectively.
• Acts decisively under pressure.
• Plans and executes with precision.
• Collaborates across teams with ease.
• Communicates clearly and professionally.
• Delivers results with a customer-first focus.
• Delivers consistently on personal goals and KPIs.
• Builds strong internal and external networks.
• Produces clear, professional, and impactful documentation.
• Adapts quickly in a fast-changing environment.
• Maintains composure under pressure and setbacks.
• Acts with integrity and aligns to core values.
• Applies commercial thinking to drive client value.
• Applying Expertise and Technology.
• Creating and Innovating.
• Learning and Researching.
• Following Instructions and Procedures.

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

Closing date for Applications: 08 October 2026.