Vacancies Vodacom Tanzania jobs 2023
Job Tittle: Manager: Customer Value Management
Description
Role Purpose
Own the customer base management strategy for Vodacom Tanzania and manage the delivery thereof through various customer value management activities. Define, manage and execute direct marketing campaigns that will maximise the customer’s lifetime value through growing their revenues/margins. The primary responsibilities of the role are therefore to manage (a) product penetration and (b) incremental revenue from direct marketing campaigns.
Key Accountabilities:
1. Strategy:
• Develop and execute a customer value management strategy to maximise customer lifetime value and the contribution of the customer base to overall services revenue. Lead the business transformation to embed CVM decision-making principles and culture across the organization.
2. Commercial delivery:
• Defining and executing cross- and up-sell direct marketing campaigns e.g. upsell voice customers to bigger voice bundles, cross-sell data bundles into the voice base.
• Post-paid value and tenure management e.g. tariff migration management, revenue boosters, contract extension.
• CVM base management reporting: IBRO reports, campaign ROI reports, customer base health reports and monthly CVM dashboards.
3. Base management execution activities:
• Manage customer value segments discretely & manage loyalty programs and partnerships
• Define and execute base development programs for pre- and post-pay and revenue booster initiatives to achieve like-for-like growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, data up-sell initiatives, tariff migration initiatives.
• Input into Proposition development carried out by strategic product P&L owners and advise of Base Mgt. implications during discussions regarding prioritisation between specific initiatives.
• Work with Segment Marketing teams to reduce displacement/down trading across the high value customer base, improve value inflow, and overall optimize portfolio-wide CLV
• Manage delivery of integrated customer insight for customers, including actionable value and needs based segmentation and predictive models, linked with competitor intelligence, and market research.
• Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
• Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
4. Capabilities:
• Lead capability development/ define the capability strategy based on commercial improvement programs.
• Architect the development of a holistic blueprint for segmented offer management & fulfilment by scoping out the charging/provisioning layer.
• Integrate output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams
5. People development
• Create and manage a high performance commercially focused CVM team.
Qualification & Training:
• Bachelor degree in Marketing Master’s degree is an added advantage.
• Superior stakeholder management skills with focus on Leadership and team management skills
• Strong analytical and Commercial Acumen (Commercial P&L management)
Skills
- Modern Marketing Leadership
- Data Analytics and Insights
- Campaign Development and Management
- Always on Marketing
- Strategy Execution
- External trends and insights
- Business and Commercial Acumen
- People Development
- Resilience
- Product/Solution Proposition Strategy and Design
- Customer Centricity
- Segment Strategy and Planning
APPLICATION INSTRUCTIONS: CLICK HERE TO APPLY
Job Tittle: Customer Operations Reporting Specialist
Role Purpose & Responsibilities
Role purpose:
The Analyst is responsible for:
- Collecting, manipulating and studying data to reveal ways to improve the business, this also include conducting full lifecycle analysis and translating stakeholders requirements into reporting deliverables
- Ensuring that the data repositories produce consistent and can be reusable
- Work with a good number of stakeholders at all bands and cross functionally
Key accountabilities and decision ownership:
- Identify and interpret patterns and trends, assess data quality and eliminate irrelevant data. During the research, the analyst might seek out experts in the area related to the situation to learn more about it and potential solutions. The analyst might also request the assistance of other data analysts.
- Collect and manage data using a variety of methods, such as data mining and hardcopy or electronic documentation, to improve and/or expand database info.
- Make recommendations about the methods a company should use to collect, analyze and manage data to improve data quality and the efficiency of data systems.
- Communicate the results of the analysis as a comprehensive report to decision makers and others affected by the results.
- Manage consolidated operational reporting for Customer Service departments and each section’s performance.
- Manage daily dashboard
- Tracking and managing all initiatives and challenges across all the sections
- Locate and define new process improvement opportunities ( as the analysis may trigger process reviews)
- To actively contribute to the delivery of an effective process of capturing robust customer queries via NPS and TNPS in order to provide thorough quantitative and qualitative insights into products & services and therefore improve customer experience
- Core competencies, knowledge, qualification and experience
- 3 years relevant experience (Research & Analytics, Marketing Customer Service Operations).
- Degree / Diploma and / relevant experience
- Demonstrates high levels of customer ownership and accountability by bringing the customer’s experience into every decision.
- Takes accountability for identifying & addressing service issues.
- Seek simple solutions & remove unnecessary complexity to deliver the most efficient & cost effective solution.
- Able to manage a diverse workload and bring new thinking to existing ways of doing things.
- Able to share ideas, skills and knowledge with colleagues.
- Interpersonal skills, enthusiastic and with great attention to detail.
- Ability to work and manage in an ambiguous/changing environment
- Proactive, self-motivated, ability to work independently.
Skills
- Dynamic Prioritisation and Multi Tasking
- Forecasting
- Influencing
- Business Partnering
- Change and Adaptability
- Coaching and Mentoring
- Communication
- Continuous Improvement
- Digital Enablement
- Customer Service /Resolution
- External trends and insights
- Relationship and Stakeholder Management
- People Development
- Complexity Management
- Data Analytics and Insights
- Strategy Execution
- Dynamic Prioritisation and Multi-tasking
- Ownership
- Resilience
- Expert Advice
- Financial Analysis
- Customer Centricity
APPLICATION INSTRUCTIONS: CLICK HERE TO APPLY
JIUNGE MA-GROUPS YETU YA AJIRA YA WHATSAPP. BOFYA HAPA
JIUNGE NA GROUP/CHANNEL YETU YA TELEGRAM. BOFYA HAPA
