Fresh Jobs at Cell C

Purpose of the Job:

• To provide excellent professional services in dealing with our customers, ensuring that queries are resolved efficiently and effectively. To interact with customers to provide and process information in response to inquiries, concerns and requests about products and services within the Service Centre SLA.

Main Responsibilities:
Customer Service & Sales

• Ensure all clients are welcomed in a professional manner
• Ensure that Service Centre environment is conducive to driving sales and offering outstanding service
• Maintain and update relevant policies and procedures within the store
• Build and maintain relationships with customers
• Ensure a professional image is portrayed during all interactions with customers
• Ensure all orders, forms, applications and requests are processed without delay
• Ensure all requests and unresolved issues are directed to the designated resource without delay
• Ensure accurate management of customers' accounts
• Ensure a detailed audit trail of all customer interactions and transactions are easily accessible
• Ensure a detailed record is maintained of all inquiries, comments and complaints and actions taken.
• Ensure effective administration management
• Effectively communicate and coordinate with internal departments
• Ensure prompt response to customer inquiries with attention to detail and accuracy

Complaint Resolution

• Obtain and evaluate all relevant information to handle inquiries and complaints
• Ensure customer verifications are performed continuously and any discrepancies are raised immediately to management
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution within the shortest timeframe
• Ensure that a good level of understanding and knowledge of Cell C’s products and services are maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately
• Be willing to listen to and support colleagues and team members with professional problems, devoting time to impart expertise, infusing confidence and expressing positive expectations regarding the team’s and Service Centre’s performance
• Stock
• Ensure that stock forecasts are submitted weekly as per agreed upon time frames
• Manage sales order capture process daily to ensure turnaround times is adhered to as well as orders are captured accurately

Finance

• Check that daily cash up report reflects no cash variances
• Ensure all transactions processed within the day are correct and are in a balanced position

Administration and Report Generation

• Ensure all documents are filed with 100% accuracy and can be accessed with ease and is audit compliant
• Submit weekly and monthly report to Manager
• Submit any other ad-hoc reports on request

Health and Safety Compliance

• Conform and adhere to Safety, Health and Environmental legislative requirements
• Report any health and safety concerns/incidents in the workplace to the manager/health and safety representative
• Assist Cell C to establish and maintain a fully compliant Healthy and Safe Work Environment
• Attend the Safety, Health and Environmental workshops as required by management
• Perform any other related duties as requested by Management

Minimum Qualification

• Matric + NQF 5 – Certificate / internal workshops and proven on-line self-help courses, gaining knowledge in the Customer Service, Sales Industry

Experience

• 6 – 24 months experience in sales, retail or service environment
• ICT Product knowledge would be advantageous
• Ability to increase sales
• Knowledge of relevant computer application

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Purpose of the Job:

• Cell C is a leading telecommunications company in South Africa, committed to providing innovative solutions and exceptional service to our consumers (B2C) and business customers (B2B). Cell C is positioned as a Spirited Disruptor and values integrity, transparency, honesty, and simplicity.
• The Senior Manager: Digital Product and Channel takes full and final accountability for the strategy, delivery, and optimisation of Cell C's digital products and channels — building and co-creating user-centric digital channels and products that enable customers to discover, buy, manage, and support Cell C products and services. Working strictly according to Agile methodology, the role transforms the digital interface of Cell C's product set across the customer lifecycle to deliver a disruptive and explosive business impact, driving revenue growth, digital adoption, customer satisfaction, and operational efficiency.

Product Strategy, Roadmap and Backlog Ownership

• Own and create the digital product and channel strategy, vision, business and commercial model, and roadmap, aligned to the Cell C Digital Strategy and long-term business objectives
• Align product evolution to strategic objectives, market trends, and customer needs
• Own, create, maintain and lead the prioritisation of the product backlog according to business value and Return on Investment (ROI), comprising epics, user stories, designs and scenarios
• Ensure the product backlog meets business requirements, incorporates new insights and learning, and provides items that are ready for implementation
• Assist with the elaboration of epics, themes and features into user stories granular enough to be achieved
• Define MVPs, prioritise features, and set release scope
• Initiate and solicit ideas and set priorities for prototyping and development

Customer Experience and Channel Design

• Design end-to-end digital experiences across the customer lifecycle: discover, buy, manage, support
• Map customer journeys and resolve friction points
• Improve digital onboarding, account management, and self-service
• Improve quotation, ordering, and provisioning experiences
• Conduct customer research and usability testing

Agile Product Delivery and Product Ownership

• Convey the product vision and goals at the beginning of every release
• Define requirements and acceptance criteria and lead cross-functional product teams through the process of clarifying requirements and delivering on expectations with business stakeholders
• Coordinate releases, launches, and go-to-market readiness, and maintain product intent and outcomes through implementation
• Inspect and evaluate product progress at the end of every release and accept or reject work completed
• Maximise the value the digital product creates, according to the Scrum Guide
• Assist product teams to deliver products that deliver rapid and regular business value for Cell C
• Interface closely with the Agile Architect team and support the achievement of deadlines and objectives.
• Manage conflicting ideas and decisions, specifically pertaining to business requirements versus digital product capability
• Work closely with other divisions to prioritise the digital products, without sacrificing operational requirements and service stability

Product Performance and Optimisation

• Enable digital lead generation, online sales, conversion, and self-service adoption
• Support cross-sell and upsell across customer segments and drive digital sales revenue contribution
• Monitor product performance, adoption, and usage, analyse customer behaviour, and run experimentation and A/B testing
• Report on value, ROI, and KPIs
• Oversee the initiation and execution of continuous improvement initiatives across digital platforms, in coordination with all teams
• Identify and implement improvements to achieve the quality and service levels expected, and manage the support required within cross-functional teams to implement enhancements and change processes
• Interface with the business to ensure the consistency required for a disruptive market per product offering, cost effectiveness, and overall efficiency of the services development process

Internal and External Stakeholder and Vendor Management

• Build and manage highly valuable relationships with all internal stakeholders and interfacing vendors across the organisation
• Manage vendor performance based on agreed contractual obligations and drive vendor performance to achieve digital product deadlines
• Monitor and report on vendor performance at a working and functional level
• Provide performance feedback and drive continuous improvement
• Provide the initial point of escalation for management of poor vendor performance
• Resolve disputes with vendors professionally and timeously

People Leadership and Governance

• Provide leadership and mentorship to Product Owners and cross-functional team members
• Motivate the team with a clear, elevating goal, and show commitment by being actively engaged with the team
• Establish the desired outcome at meetings and set a timebox (two weeks or one month) to establish commitments
• Contribute to performance appraisals and advise inter-company Executive and Senior Management where their staff members participate in a cross-functional team
• Uphold HR policies and procedures, governance, and product documentation standards
• Ensure regulatory, security, and compliance requirements are met, and manage product risks

Qualifications:

Minimum Bachelor's Degree or Diploma (NQF Level 6–7) in one of the following:

• Engineering, Computer Science, or Information Systems
• Commerce, Marketing, or Digital
• A related field
• A postgraduate qualification (MBA, MA, or BA in Marketing/Digital) is advantageous

Certification (advantageous):

• Certified Scrum Product Owner (CSPO)
• Scrum Master (SMC)
• SAFe Product Owner / Agile Product Owner

Experience:

• 8–10+ years in Digital Product Management or Product Ownership at a lead level, spanning Agile, cloud computing, digital marketing, and large-scale digital product ownership environments
• Experience delivering digital products within Agile / Scrum environments (Scrum Guide framework)
• Proven experience leading large cross-functional teams (software engineers, analysts, testers) across all pillars of an organisation, delivering digital transformation
• Experience providing digital leadership within a large corporate, preferably telecommunications, ICT, or cloud
• At least 2 years managing vendor relationships
• Experience in business process design and applications / infrastructure operations.
• Proficiency in product analytics, A/B testing, and journey mapping tools

Success Measures:

• Growth in digital adoption and self-service utilisation
• Digital sales revenue and conversion
• Improved customer satisfaction (tNPS) and retention
• Reduced time-to-market and improved release success rate
• Feature adoption and product ROI
• Operational efficiency and incident reduction across digital platforms

Primary competencies:

• Product ownership and roadmap prioritisation
• Customer centricity and journey design
• Commercial acumen and strategic thinking
• Analytical and data-driven decision making
• Stakeholder management and leadership
• Agile delivery discipline
   

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Purpose of the role:

• Cell C is a leading telecommunications company in South Africa, committed to providing innovative solutions and exceptional service to our consumers (B2C) and business customers (B2B). Cell C is positioned as a Spirited Disruptor and values integrity, transparency, honesty, and simplicity.
• The Senior Manager: Service Design is accountable for defining, integrating and governing the service design strategy, standards and enterprise-wide customer journey frameworks across digital and assisted channels. The role translates customer insight, operational data, commercial priorities and technology capability into scalable service solutions that improve customer satisfaction, enable omnichannel execution and support business performance.
• In addition, the role is the line manager for the UX/UI design team and is accountable for the combined service design and UX/UI discipline. It sets design direction, governs design quality across all customer-facing touchpoints, and builds a single coherent design capability spanning end-to-end service journeys and the interfaces through which customers experience them.
• The role provides senior functional leadership across customer journeys including onboarding, sales, support, retention, billing and digital self-service. It oversees the portfolio of service design and UX/UI initiatives, drives cross-functional alignment, manages design governance and mitigates customer, operational and delivery risks across the service ecosystem.
• The role is transformational in nature and is expected to build service design and UX/UI capability, embed customer-centric ways of working and position design as a sustainable organisational competence within Cell C.

Key Requirements:
Functional Strategy, Service Design Leadership and Governance

• Define and integrate the service design and UX/UI strategy, principles, standards and governance approach across digital and assisted customer channels
• Shape the target-state service design roadmap and translate enterprise and functional priorities into service design plans, initiatives and measurable outcomes
• Govern end-to-end customer journey architecture, service blueprints, experience frameworks and design quality standards across onboarding, sales, support, retention, billing and digital self-service
• Lead the development of current-state and future-state journey maps, service blueprints, process flows and experience frameworks
• Set service design direction for complex, cross-functional initiatives and ensure alignment between customer needs, commercial priorities, operational capability and technology platforms
• Act as final design approval authority for service design and UX/UI outputs, ensuring consistency and quality across all digital and assisted touchpoints
• Govern the design system, component library and central design repository, ensuring design outputs are documented, reusable and consistently applied
• Sponsor and oversee the adoption of repeatable service design methodologies, artefacts, tools and governance forums across the organisation
• Customer Insight, Enterprise Experience Optimisation and Commercial Impact
• Lead the interpretation of customer behaviour, research findings, analytics, operational data and market trends to identify systemic experience gaps and improvement opportunities
• Prioritise customer journey improvements based on strategic value, customer impact, commercial benefit, operational feasibility and risk exposure
• Define and monitor experience outcomes including NPS, tNPS, customer effort, digital adoption, drop-off, conversion and resolution measures
• Direct user research, usability testing and design validation across digital and assisted touchpoints to evidence design decisions
• Integrate accessibility, simplicity and inclusive design principles into service experience and interface standards and decision-making
• Provide strategic recommendations that improve customer satisfaction, self-service adoption, retention, conversion and operational efficiency

Portfolio Delivery, Operating Model Alignment and Performance Oversight

• Oversee the service design and UX/UI portfolio and ensure delivery is prioritised, sequenced and aligned to transformation roadmaps, backlog initiatives and business performance priorities
• Sponsor high-impact service design initiatives and orchestrate delivery across internal teams, external partners, technology, operations, marketing, product, retail and customer service stakeholders
• Ensure service design and UX/UI outputs are implementation-ready and include journey maps, service blueprints, operating model impacts, process flows, wireframes, prototypes, storyboards and experience artefacts
• Govern design intent through implementation to ensure customer outcomes, operational feasibility and measurable benefits are maintained
• Ensure timeous execution of design deliverables across internal teams and external partners so that downstream business units can execute against customer experience strategy and market demand
• Track initiative performance, manage escalations, resolve cross-functional blockers and report progress against agreed business outcomes

Enterprise Stakeholder Alignment, Risk and Decision Influence

• Act as a senior advisor on service design, customer experience and omnichannel service excellence to executives, senior leaders and cross-functional decision forums
• Influence enterprise decisions by providing customer journey insight, service design expertise, operational impact assessment and commercial implications
• Collaborate with marketing, brand, commercial, product, technology, operations, retail, customer service and analytics teams to shape roadmaps based on customer and UX insight
• Identify and mitigate systemic risks linked to customer friction, fragmented journeys, poor adoption, operational inefficiency, compliance considerations and inconsistent service experiences
• Drive alignment across prepaid, postpaid, fibre, digital, retail and contact centre environments to ensure coherent customer journeys and consistent service standards
• Stay informed on industry trends, emerging technologies, digital customer experience innovation and competitor benchmarks to shape continuous improvement

Lead Service Design & UX/UI Capability, People and Thought Leadership

• Line manage the UX/UI design team in addition to service design resources, carrying accountability for performance management, goal setting, development planning, resourcing and retention across both disciplines, in line with the approved organisational structure.
• Lead, coach and develop service design and UX/UI capability across designers, managers, specialists and cross-functional squads, in line with the approved organisational structure.
• Build capability through mentoring, design critique, co-creation, design forums, knowledge-sharing and consistent application of service design and UX/UI standards.
• Chair design forums and critique sessions, and ensure design decisions, rationale and artefacts are documented, reusable and centrally stored.
• Facilitate strategic workshops, journey mapping sessions, blueprinting activities and stakeholder alignment forums to embed customer-centric ways of working.
• Strengthen succession, capability development and knowledge management for the service design and UX/UI disciplines.
• Provide thought leadership that advances service excellence, transformation, innovation and enterprise-wide customer impact.

Qualifications:

Minimum Bachelor's Degree or Diploma (NQF Level 7) in one of the following:

• Service Design
• Human-Centre Design or Human-Computer Interaction (HCI)
• UX / Interaction Design
• Industrial / Organisational Psychology
• Business
• Marketing
• Digital Transformation or a related field
• NQF Level 8 Honours Degree is advantageous and aligned to the complexity of the role
• Relevant certification in Service Design, Design Thinking, Customer Experience, Agile, Customer Journey Management, Research or Innovation methodologies is advantageous
• A postgraduate qualification in Service Design, Customer Experience, Digital Transformation, Business Management or a related discipline will be an added advantage

Experience:

• 10-15 years of relevant experience in service design, customer experience, digital transformation, omnichannel journey design or a related environment
• At least 5 years should ideally include management, senior functional leadership or demonstrated enterprise-level people and capability impact
• Proven experience line managing or leading multidisciplinary design teams, including UX/UI designers
• Proven experience leading or overseeing complex service design portfolios across digital and assisted channels in a complex, regulated or telecommunications environment
• Strong portfolio demonstrating enterprise-level journey design, service blueprinting, UX/UI design direction, operating model alignment and measurable customer and business outcomes
• Experience influencing executives and senior stakeholders, governing standards, shaping roadmaps and enabling cross-functional delivery
• Proficiency in service design, UX/UI and research tooling such as Figma, FigJam, Miro, Mural, journey mapping and blueprinting tools. Exposure to workflow systems such as Jira, ClickUp or Monday.com is advantageous
• Strong understanding of digital analytics, customer experience measurement, omnichannel ecosystems, agile delivery and operational process improvement
• Experience in complex, regulated industries (telecommunications, banking and financial services) are preferred

Success Measures

• Service design and UX/UI strategy, governane standards and artefacts adopted across priority customer journeys and cross-functional delivery teams.
• Improvement in customer experience metrics including NPS, tNPS, customer effort score, digital adoption, conversion and resolution outcomes
• Reduction in customer friction, drop-off, rework and journey fragmentation across digital and assisted channels
• Improved speed, quality and consistency of service design and UX/UI outputs supporting new services, propositions and channel improvements
• Operational efficiency gains from standardised service blueprints, process alignment and implementation-ready designs
• Improved senior stakeholder alignment and decision quality through evidence-based customer journey insights and impact assessments
• Strengthened service design and UX/UI capability, practice maturity, engagement and succession depth within the function

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Purpose of the Job: 

• At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organisation committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as the Senior Manager: Segment Marketing. This strategic role is at the forefront of driving brand resonance and business growth, leveraging deep consumer understanding and data-driven insights to shape and execute segment-specific marketing strategies.
• The Senior Manager: Segment Marketing plays a pivotal role in orchestrating Cell C's marketing efforts, focusing on the diverse needs of our consumer and business segments. Reporting directly to the Executive Head of Segment Marketing, this position is instrumental in defining and implementing marketing plans tailored to various segments, with the overarching goal of enhancing consideration, expanding our active customer base, increasing revenue market share, Brand Health and elevating our Net Promoter Score (NPS).

Main Responsibilities
Segment Management

• Develop, drive, and oversee the execution of segment marketing strategies aligned with Cell C's brand and business objectives, utilising insights to guide proposition, product, customer journey, and marketing initiatives
• Collaborate closely with cross-functional teams including Brand, Product, Channel, Growth, Research & Insights, and Data & Analytics to develop compelling value propositions and differentiation tactics for various segments across various Lines of Business
• Monitor segment performance, analyse competitor landscapes, and identify growth opportunities to expand the customer base across the various target segments.
• Partner with Finance, Data & Analytics to develop segmented reporting to ensure that Cell C grows across key target segments through our Lines of Business
• Assist in achieving revenue share, NPS, and brand consideration targets for key segments
• Ensure alignment of proposition, customer journey designs, imagery, and messaging with brand positioning and targeted segments
• Own the segment growth agenda across prepaid, hybrid and postpaid mobile, fixed and fibre, and SME and micro-business, defining where Cell C plays and how it wins in each
• Define target segments and sub-segments using research, base analytics and market sizing, and maintain the segment profiles, jobs-to-be-done and value pools that the business plans against
• Translate divisional strategy into an annual segment plan and marketing calendar with quarterly milestones, named owners and measurable commercial targets
• Lead customer value proposition development end to end, from insight and concept through commercial approval to launch readiness, working with cross-functional teams
• Manage the segment base across the customer lifecycle in partnership with CVM, covering acquisition, onboarding, usage stimulation, upsell, retention and churn

Go-To-Market (GTM) Management

• ideation to implementation, driving proposition uptake and usage through tactical initiatives
• Uphold Cell C's brand integrity and corporate identity guidelines in all marketing endeavours
• Manage campaign delivery against go-to-market strategies for each segment
• Support Products, Services & CVM team with GTM plans to ensure effective product uptake across product portfolio
• Ensure excellence in go-to-market execution and optimise campaign efficiencies
• Own launch readiness, confirming that systems, billing, provisioning, care scripting, terms and conditions and channel readiness are in place before go-live
• Equip frontline channels including own retail, franchise, indirect, dealer, telesales and contact centre with segment-specific training, sales enablement material and input into incentive design, so that the offer is sold consistently at the point of sale

Digital and App-Led Growth

• Drive adoption of digital and self-service channels within each segment, including the Cell C app, WhatsApp, web self-service and USSD, and grow revenue and transaction volume originating in digital channels
• Design app-first customer journeys and migrate assisted-service demand into digital, in partnership with Digital, IT and Customer Operations
• Apply segment data, personalisation and approved AI-enabled marketing tools to improve targeting, relevance and conversion, within POPIA and internal data governance rules

Regulatory Compliance and Consumer Protection

• Ensure that all segment offers, tariffs and customer communication comply with ICASA End-User and Subscriber Service Charter obligations, the Consumer Protection Act, POPIA and the ASA code, with compliance designed into the offer upfront rather than remediated after launch
• Own segment-side delivery of regulatory programmes that affect the customer offer, including out-of-bundle spend controls, notification thresholds, bundle validity and rollover rules, consent management and plain-language bundle terminology
• Secure the required internal governance approvals for every offer and tariff change, including pricing, revenue assurance, legal, regulatory and product governance forums, before market launch
• Maintain a segment risk and issue register, escalating regulatory, commercial and reputational risk with recommended mitigations and clear owners

Research / Reporting

• Collaborate with Research & Insights and Data & Analytics teams to collect, analyse, and leverage data for informed decision-making
• Report on campaign activities and performance, optimising strategies and tactics based on insights
• Commission and direct research briefs to Research and Analytics, covering concept and offer testing, terminology comprehension, pricing research and brand health tracking
• Maintain a single segment performance view covering acquisition, base, revenue, brand consideration and NPS, reported to the Executive on a monthly cycle
• Track competitor offers, pricing and campaign activity, and issue a recommended competitive response

Partner & Vendor Management

• Work closely with Brand and Media teams to manage agency teams effectively to maximise strategic output, creative excellence and media performance
• Collaborate with internal and external stakeholders to deliver segment-specific marketing resources efficiently
• Builds and sustains productive relationships with external partners and solution providers; balances collaborative partnership with commercial rigour; holds providers accountable to agreed deliverables and standards
• Co-ordinate between partners and internal stakeholders (product, sales, finance, legal and regulatory) to ensure delivered solutions meet segment needs and business KPI’s and within prescribed statutory requirements

Commercial, Cost and Budget Management

• Support Segment Marketing budget planning, allocation, monitoring, and cost control, recommending cost-saving measures as necessary
• Build and defend the business case for segment offers and campaigns, including volume, revenue, margin and cost-to-serve assumptions, and secure approval through the required commercial governance forums
• Track in-market performance against business case and deliver a post-implementation review with a clear recommendation to scale, amend or stop
• Manage ARPU and margin dilution risk in offer design, balancing acquisition volume against value accretion

Team Management and Leadership

• Leads and develop a small, core, high-performing team, while orchestrating cross-functional delivery teams staffed from across the business
• Contribute to employee leadership - providing guidance, coaching, and support to ensure their professional growth and success while upholding Cell C's values and adhering to HR policies and safety procedures, performance management, recruitment, and talent development initiatives within the department
• Drive programmes to drive a positive staff culture (ENPS)
• Set Key Performance Indicators targets and goals as per the departments strategy and business objectives
• Recruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
• Cascade departmental targets into individual performance contracts and manage the formal appraisal cycle, including goal setting, mid-year review and year-end assessment.
• Maintain succession cover and retention plans for critical segment portfolios
• Perform any other job-related duties as requested by management

Qualifications

• Bachelor’s Degree in Marketing, Business, Commerce or related field (Required)
• Honours Degree in Marketing Management / Business Management (Required)
• Marketing Professional Designation (Desirable)
• AI for Marketing Certificates (Desirable)
• Digital marketing, data analytics or customer experience certification (Desirable)

Experience

• 5-7 years in a mid-senior marketing role within the telecommunications industry managing a team and agencies
• 5 years relevant experience in translating customer and market insights into customer value proposition concepts and customer journey designs
• 3 years relevant experience in corporate strategy translation into divisional objectives, plans and execution
• 3 years’ experience in business commercial activities and understanding of business cases and financial models
• Proven track record of driving revenue-generating projects and campaigns
• 3 years relevant experience operating in a regulated environment, with practical exposure to telecommunications regulatory and consumer protection obligations
• 2 years relevant experience in digital or app-led growth, including self-service adoption and digital revenue growth
• Experience owning segment or portfolio commercial inputs, including revenue, margin and marketing spend, and accountability for business case delivery
• Experience in the SME, micro-business or fixed and fibre segments (Desirable)