Jobs at Telkom

Core Description

• Accountable for the CSB Sales and Distribution, Regions and sales channels which includes Owned & Franchised stores, Call Centers and Indirect Channels which include Informal Channels and National Chains. Drive Active selling in combination with growth, business development strategies and channel enablement, must ensure CSB sales and service targets are met within an omnichannel customer experience. Active pursuance to balance sales growth and customer experience with the cost of acquisition and service establishes the optimal CSB S&D channel mix to successfully compete in the telecommunication market. Grow and Mature the regional execution framework, and drive market growth in each respective region, while ensuring full collaboration between regional teams and sales channels.

Functional Areas:

• Inbound and Outbound Call Centers Indirect Channels
• Direct Channels
• Retail Operations
• Regions

Job Responsibilities

• Develop, implement, and drive the S&D and Regions Sales & Service Framework to enable achievement of the CSB Strategy & Business Plan.
• Ensure Sales Revenue targets are met in all channels and all regions as per Business Plan.
• Implement Customer Experience capability in all channels as per customer journeys within an omnichannel framework.
• Ensure the Regional and Channel enablement capacities and capabilities are designed, sourced, build and implemented for each designated retail sales & service channel.
• Drive the Direct & Indirect channels within the optimal mix of CSB touchpoints to balance revenue growth, cost, and customer experience.

Core Competencies

Functional Knowledge

• S&D Experience; Regional Leadership Experience, Executive Leadership; Business Acumen and perspectives on executive level; Understanding of telecommunications operations and processes; Owned & Franchised stores; Direct sales force; Call centers; Customer Experience

Functional Skills

• Influencing Techniques; Entrepreneurial and Commercial Thinking; Communicating (Verbal & Written); Conceptual/ Strategic Ability; Direction Setting; Drive Execution; Active selling; Business development strategies and channel enablement

Competencies (Behaviour)

• Thought Leadership: Develop strategies and create ideas and insight for the function.
• Market Leadership: Develop expertise to seize opportunities, interactions with people and implementation. Business Leadership: Pursue strategies and goals to action employees to implement and follow-through on targets.
• People Leadership: Make decisions, empower individuals, challenge ideas, direct people and interact with people
• Personal Leadership: Embrace change and work in a team with an alignment of self-values towards Telkom values

Certifications

• None

Education

• NQF 7: 3 year Degree
• MBA will be an advantage

Experience

• 10-12 Years relevant experience

Additional Information

Experience:

• At least 5 years experience on an executive management level in a Retail environment (B2C preferable).

Special Requirements

• Prepared to travel nationally and internationally

Physical Requirements

• None

Key Stakeholders

• Key Stakeholders
• Marketing
• Network
• Product
• Data Science & CVM
• Franchisees
• Indirect Channel Partners
• OEMs

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Core Description

• Responsible for shaping and driving the overall customer experience strategy to build loyalty, retention, and business growth.
• Oversee customer service operations to ensure high-quality, timely support, while leveraging customer insights and data to identify improvements.
• Lead position leads cross-functional collaboration to design and deliver seamless, integrated customer journeys across all touchpoints, fostering a customer-centric culture throughout the organization.
• In addition, it manages budgets, forecasts, and performance metrics, while ensuring alignment of customer experience initiatives with Telkom’s strategic objectives and maintaining a unified, consistent view of the customer across systems and channels.

Job Responsibilities

• Develop and execute customer experience strategies to drive loyalty, retention, and growth.
• Oversee customer service operations, ensuring high-quality support and issue resolution.
• Analyze customer feedback and data to identify areas for improvement.
• Lead cross-functional teams to design and deliver seamless customer journeys.
• Foster a customer-centric culture within the organization.
• Develop and manage budgets, forecasts, and metrics for customer experience and customer service.
• Collaborate with all Telkom stakeholders to align customer experience initiatives with business objectives.
• Implement and maintain a single view of the customer across all touchpoints and systems.

Ensure consistent and integrated customer experiences across:

• Physical channels: Contact  centers,  stores, branches, events
• Digital channels: website, mobile app, social media, email

Channel Specific Responsibilities 
Physical channels:

• Design and optimize in-store experiences
• Manage customer service at physical locations

Digital channels:

• Develop and implement digital customer experience strategies
• Oversee social media and online customer support

Overall Goals 

• Improve customer satisfaction and loyalty metrics.
• Reduce customer complaints and issues.
• Increase customer retention and growth.
• Enhance customer experience through innovative solutions.
• Achieve a unified customer view to inform business decisions.
• Deliver seamless experiences across physical and digital channels.

Core Competencies

Functional Knowledge and Skills

• Customer experience design and delivery; Customer service operations management; Leadership and team management; Data analysis and interpretation; Strategic planning and execution; Communication and stakeholder management; Budgeting and forecasting; Data integration and management; Omnichannel experience design

Competencies (Behaviour)

• Thought Leadership: Develop strategies and create ideas and insight for the function.
• Market Leadership: Develop expertise to seize opportunities, influence people and implement.
• Business Leadership: Pursue strategies, goals and action employees to implement and follow-through on targets.
• People Leadership: Empower, influence and direct people to make decisions.
• Personal Leadership: Embrace change and work in a team with an alignment of self-values towards Telkom values.

Certifications

• None

Education

• NQF 7: 3 year Degree
• MBA will be an advantage

Experience

• 8 Years relevant experience, of which at least 3 years on senior management level

Additional Information

Special Requirements:

• Proven experience in customer experience and customer service leadership roles.
• Strong understanding of customer behavior, market trends, and industry benchmarks.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to drive change, innovation, and continuous improvement.
• Strong analytical and problem-solving skills.

Special Requirements

Physical Requirements

• None

Key Stakeholders

• Telkom stakeholders (Marketing, Product Sales Channels, regions, network, IT and Group Corporate Affairs)
• Research Vendors
• Equipment/ Device Vendors
• Capability and service partners 
• Specialist Contractor Providers/ Vendors/ Partners
• HR
• Finance