Openings at Vodacom

The Executive Head of Continuous Improvement will lead a capable team of specialists who are responsible for continuous improvement and radical simplification customer journeys and end to end processes across the business. This person is articulate and a persuasive communicator, and will have an inclusive leadership style with the ability to forge effective working relationships quickly across all stakeholders. The role will lead the cross functional squads required for end to end journey and process re-work and improvement to drive simplification and automation of customer and internal processes.

Key Accountabilities And Decision Ownership
Your responsibilities will include:

• Strategy and Methodologies
• Facilitate CI workshops
• Provides expertise and coaching in CI framework, tools and methodologies to ensure the correct and efficient application of CI methodologies and tool
• Be an advocate for design thinking and demonstrate its ability to deliver business value.
• Be an advocate and voice of the customer in all service enhancement decisions.
• Apply an agile mind-set, using an iterative and flexible approach to enable rapid delivery.
• Continuously improve the experience through omni-channel testing and advocate for implementing of enhancements.
• Lead the design and facilitation activities of the CI team , inlcuding ideation and co-creation workshops with the relevant stakeholders throughout the organisation
• Work with leaders in other parts of the organisation (Engineering, Marketing, Customer Experience, Digital, Executives, etc.) to ensure Service Design and Radical Simplification is driven across the business

Team Leadership And Prioritisation

• Manage the requirement pipeline and prioritise initiatives across the CI Team
• Guide the Continuous Improvement team and stakeholders in setting the vision for projects, including framing the problems to be solved and defining success criteria.
• Present enhanced solutions and their proposed efficiencies to Senior Executives.
• Assign resources optimally across the squads to ensure effective delivery
• Building effective professional relationships (both for him/herself and the team) and establishing the team’s credibility with business and external partners
• Succession planning for self and direct reports
• Identify individual development plans and training requirements for self and direct reports

Experience

• Strategy formulation and execution against strategy
• Leadership and management of cross-functional teams in a matrix organisation
• Programme Management
• Expert knowledge and experience in Continuous Improvement /Service Design and Implementation
• Business Improvement
• Strong analytical; research and forecasting skills
• Ability to work cross functionally in order to achieve desired results
• Strong presentation skills
• Excellent verbal and written skills
• Customer focus with regards to understanding the service being delivered

Must Have Technical / Professional Qualifications

The ideal candidate for this role will have:

• Relevant tertiary qualification in Commerce, Process Engineering
• Post graduate degree desirable (MBA or similar)
• 8 years of experience in Customer Experience or Business Analysis or CX/Service design or Process Engineering or Programme Management
• At least 4 years in a management/leadership position
• Established relationship management skills, with a strong focus on developing and sustaining effective relationships with key stakeholders.
• Prior experience in the agile delivery method

OR

• Matric + additional relevant programs/certificates or courses is essential
• 10 years relevant working experience in Process design/Service Design or Business Analysis or Programme Management
• At least 2 years in a management/leadership position
• Established relationship management skills, with a strong focus on developing and sustaining effective relationships with key stakeholders.
• Prior experience in the agile delivery method

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Manage a team that is responsible for the market share intelligence, revenue, net promoter score, postpaid and prepaid connections, relevant business objectives and customer experience in a county area as defined by Vodacom.

Job Responsibility

• Develop and implement a county strategy and business plans across all channels
• Manage a team of FSC’s to deliver on targets – revenue, connections, value added services sales and market share and other relevant business objectives as required..
• Drive revenue and customer growth in key segments, Youth, Mass and HVC based on county profile and opportunity
• Grow revenue by managing churn, upgrades, customer spend and new connections
• Grow Vodacom’s customer base and market leadership in all channels
• Promote a positive NPS score by managing team’s activities towards having positive emotional and perceived value contribution to the customers acquisition and retention spend; and average A&R across channels
• Manage county publicity budget.
• Maintain relationships with local stakeholders
• Manage the channel and distribution
• Manage third party outsource relationships to deliver on the Vodacom KPIs as per SLAs and proactively manage the development and implementation of the sales strategy, projects and general management, e.g. MSI
• Ensure A&R in line with budget forecasts and estimates with respect to contract

Skills

• Managing Sales Cycles
• Commercial Acumen
• Customer Centricity
• Production Knowledge and Proposition Delivery

Education
The Ideal Candidate Must Have

• Matric / Grade 12 with 10 years relevant experience

OR

• 3 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent with 8 years relevant experience
• Inclusive of 2yr experience at a management level

At Least 8 Years Relevant Working Experience - Essential

• A minimum of 2 years’ experience at a management level - Essential
• Working experience in the telecommunications or FMCG industry

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The Senior Specialist: VB CVM Analytics and Performance role based within Vodacom Business.

Role Purpose

• Manage and deliver customer life cycle programs and activities in order to maximize the customer lifetime value of the enterprise customers (revenue / margin).
• Develop, maintain and renew a DataMart for direct campaign management
• Plan, design and execute direct marketing campaigns
• Research and develop methods for measuring and analysing direct marketing campaign impact on customer behaviour as well as revenue (e.g. Design of Experiment)
• Research and implement new methods for optimizing targeting, campaign impact and incremental revenue lift.
• Perform complex analysis on customer characteristics and behaviour to identify opportunities and inform customer value management activities
• Perform diagnostic analysis to understand root causes to revenue dilution or change in behaviour.
• Recommend CVM activities to drive sales and increase revenue.

Your Responsibilities Will Include

• The candidate is expected to own and deliver direct marketing campaigns across entire customer lifecycle, and this involves
• Selecting and prioritising leads for different direct campaigns
• Measuring effectiveness of direct marketing campaigns using accepted and well researched standards
• Sourcing and processing customer feedback from outbound campaigns to inform lead selection and dialling strategies
• Interfacing with advanced analytics team to ensure seamless handover of model output for campaigns
• Dissecting campaign results to understand underlying behavioural patterns and to develop insights
• Developing compelling business cases to support CVM activities
• Setting up trigger based campaigns and managing scheduling thereof

In addition, the candidate is expected to source data from different systems, analyse it and provide insights and recommendations to improve business performance.

The Ideal Candidate For This Role Will Have

• Knowledge on SQL-based databases (e.g. SQL Server, Teradata, Oracle) – Essential

Database Experience (data Extraction, Transformation & Manipulation). – Essential

• An understanding of Python/R will be an added advantage
• Strong data analytics skills including; data storage, manipulation, transformation and analysis.
• Advanced knowledge of MS Office Excel and good knowledge on reporting tools i.e. QlikSense, SSRS.
• Ability to work with multiple data sources – including both transactional and dimensional star schemas & some experience in data model development
• Some exposure to data model development and reporting experience – automating repetitive data reporting tasks
• Excellent communication and conflict management skills.
• Project Management
• Planning and organising skills
• Process and project management skills
• Excellent organisational skills
• Experienced in presenting and communicating findings and recommendations clearly and succinctly.

Must Have Technical / Professional Qualifications

• Matric/Grade 12 (Essential)
• A 3 year Degree/Diploma in Commerce, Science or Quantitative Management/Statistics or any related field
• A minimum of 5 to 8 years data and business analysis experience is essential

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• Co-creating Advanced Analytics products that provide actionable business insight to Vodafone and its stakeholders.
• Developing predictive models and recommendation systems with large and varied datasets, working with a community of colleagues across Advanced Analytics, technology, and data and customer functions
• Contributing to the wider community to enable an Advanced analytics capability across Vodafone globally.

Your Responsibilities Will Include

• Development of machine learning models and recommendation systems for various areas of the business on the Big Data Platform
• Development of prototype code in e.g. PySpark for automated training and scoring of the machine learning models
• Machine Learning Model performance tracking and reporting using e.g. Qlik
• Uses data visualisation to engage audience in a compelling way, enabling effective storytelling
• Delivers key packages of work, on time and in a collaborative manner to meet the needs of business customers
• Works in partnership with Big Data Engineering for data ingestion to support use cases
• Works in partnership with Big Data Production Data Engineering for model automation and productionising s
• Contributes to the development of self and others across the global analytics community, ensuring Advanced Analytics is always evolving and at the cutting edge

The Ideal Candidate For This Role Will Have

• Professional and/or academic experience in Big Data analytics & deployment of models and algorithms to solve real-world problems (with deep statistical and machine learning modelling expertise)
• Experience manipulating and analysing large and complex datasets
• Experience in visualisation, creating graphical static and interactive displays of data that clearly communicate insight (preferred)
• Good interpersonal communication and presentation skills
• Ability to work in a fast-paced environment across multinational functional teams
• Analytical and expansive thinking with a strong desire to deliver and develop

Must Have Technical / Professional Qualifications

• Bachelor’s or Master’s Degree in quantitative fields like Data Science Mathematics, Engineering, Statistics, Computer Science, Artificial Intelligence or related fields
• Expertise in data manipulation: use of structured data tools (e.g., SQL), & unstructured data tools and platforms (e.g., Hadoop, Spark, NoSQL)
• Proficiency in Python
• Expertise in major machine learning modelling libraries (e.g., H2O, scikit-learn, PyTorch) and techniques (e.g. random forest, gradient boosting, k-means segmentation, multiple regression, factor analysis, time-series forecasting)
• Experience in digital data sets, e.g., social listening, social network analysis)
• Familiarity with visualisation tools (e.g. Tableau, Qlik, D3)
• Exposure/interest in machine learning