Executive Head: Vodacom Business CVM

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Executive Head: Vodacom Business CVM

Executive Head: Vodacom Business CVM

Location: South Africa

Date Posted: Sept. 14, 2021

Type: Full Time

Contract Type: Permanent

The EHOD: Vodacom Business CVM role based within Enterprise Business Unit.Defines and ensures implementation of the Vodacom Business Customer Value Management (Base management acceleration, retention & churn management, deep customer analytics to ensure the minimisation of churn, maximisation of upgrades and revenue & profitability growth through base upsell and cross-sell activities, as well as customer analytics to improve Vodacom Business NPS. Successful strategy definition and execution to lead to achievement of Churn, Upgrades, Base Growth and NPS targets.  Define CVM Strategy: Identify opportunities and risks through market insight and an in-depth understanding of the Vodacom Business base, formulating appropriate long term strategies to out-manouvre Vodacom Business’s competition and deliver exceptional growth through CVM.  Create an entrepreneurial, agile, innovative and continuous improvement/transformation culture in Vodacom Business CVM, focused on constantly re-inventing CVM practices through operational excellence, capability development, big data and AI, and driving unique growth and development opportunities through customer lifecycle management and maximising value from the Vodacom Business customer base. CVM Capability development and innovation: Develop robust, scalable CVM capabilities through Agile working methodologies, including the Vodacom Business Customer Analytical record, recommendation engines for NBA & NBP, applications to support sales and call centres in intelligent up & cross-selling, churn and retention, leveraging big data and machine learning and ensuring full integration into Vodacom Business’s ecosystem of CRM systems, Partner management tools and e-commerce platform.   CVM Practice Building: Develop world class CVM practices, processes and control methodologies, in collaboration with Commercial Management, Product, Sales, Big Data and COPS teams in order ensure maximum adoption of CVM capabilities and execution of plans, through agile squads, to ensure laser focus on delivering to churn, upgrade and base value maximisation imperatives and targets. Deliver value through outsourced call centres: Manages multiple outsourced call centres involved in driving upgrades, cross-sell and upsell campaigns. Maximise call centre performance whilst reducing costs over time through systems enhancement and process optimisation. Provision of insights for business performance improvement: Leverage CVM Analytics engines to provide Vodacom Business leadership team with insights and recommendations that enable business performance improvement, including but not limited to – segment level revenue, usage, churn, upgrades, 1 more service attachment/performance. Identify correlation between pricing, NPS, network performance, customer experience and other metrics for use in intelligent pricing, amongst other applications. Performing through People: Supports and enables the team to succeed through contextual use of appropriate leadership styles. Managing Stakeholders: Strategic management of stakeholders to achieve success in the market. Builds collaborative internal and external partnerships and alliances for market success. Putting Customers first: Analyses Vodacom Business base through Customer Analytical record to identify customer pain points and recommend appropriate remedial actions. Understands the value of profitable customers and delivers outstanding service to our customers to deliver incremental NPS gains.In depth knowledge of the South African telecoms landscape and underlying value drivers to enable robust strategy formulation Remain abreast of new developments and latest technological advances in analytics and CVM practices to drive efficiency and effectiveness Commercial acumen to enable intelligent trade-offs between maximising underlying metrics such as churn, upgrades and sales versus dilution management and profitability Thought leadership, long term perspective and ability to recognise and leverage inter-dependencies across the business Advanced relationship management and influencing skills, in order to deliver results through others Build and lead effective, high performance and results focused CVM teams and cross-functional squads, according to the #Spirit Vodacom principles Ability to champion change and effectively manage the implementation of new ideas  Inspire and facilitate outstanding customer experience and long term NPS growthExperience: 15 years+ experience in the telecommunications or related environments e.g. financial services 10 years+ experience in CVM / analytics roles & track record of delivering growth and exceptional performance 10 years+ experience in managing high performance teams Exceptional leadership skills with high degree of people focus Ability to increase NPS results by improving customer experience Ability to reduce administrative expenses through automation and process innovation Ability to build relationships internally and externallyMust have technical / professional qualifications:  B Degree/Equivalent   Postgraduate qualifications/MBA 10 years+ experience in CVM 10 years+ years management experience Closing date for Applications: 15 September 2021  The base location for this role is, Midrand, Vodacom Campus The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion. 

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