Customer Experience Specialist at Vodacom
Full Time / Part Time: Full Time
At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
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We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share
inspiration, embrace new opportunities, thrive, and make a real
difference.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.
M-Pesa Lead-South at Vodacom
At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share
inspiration, embrace new opportunities, thrive, and make a real
difference.
What you’ll do
Role purpose:
• Manage and Grow Vodacom M-Pesa Business across all KPIs in the South region.
• Responsible to grow M-Pesa base for South region.
• Management of M-Pesa partners and customers by putting up a
strategic on ground commercial plan and see to its successful
implementation.
• Coordinate with all stakeholders and manage all M-Pesa ATL and
BTL campaigns and foster M-Pesa footprint in order to maximize Customers
Mobile money activities and grow M-Pesa Revenue Market Share.
• Effective M-Pesa partners’ management and maintain close watch
on market dynamics including competitor activities that affect M-Pesa
business and recommend mitigations.
Key accountabilities:
• Design and implement M-Pesa Regional commercial plan in line
with Overall Vodacom M-Pesa Annual strategy to increase the width and
depth of M-Pesa distribution, which would translate into increasing
M-Pesa customers and revenues in relation to regional targets.
• Coordinate sales and distribution activities within the region including wakalas, super agents, merchants.
• Coordinate and support M-Pesa partners in the region whilst
optimizing Distribution partners’ returns in terms of ROI and ensure
mutually healthy returns.
• Information mining to facilitate M-Pesa performance review and
relevant action plan at the Region/Territory/cluster level and prepare
weekly reports for management meetings.
• Develop and execute approved, quarterly and on demand tactical
plans to ensure M-Pesa Growth continuity despite market dynamics.
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Core competencies, knowledge, and experience:
• Ability to manage an outsourcing partner to deliver business solutions and results.
• Ability to anticipate customer, competitor, and market dynamics.
• High on interpersonal skills and able to relate at all levels within the business.
• Sound sales & Distribution experience – combination of both FMCG/Direct marketing
• High level of planning & execution capabilities.
Must have technical / professional qualifications:
• Bachelor’s degree or Advanced Diploma in a business-related course.
• 3-5 years of varied experience in Mobile Money on ground sales, 2 years at a senior level.
• Extensive knowledge of Mobile Financial Services business and
value chain and sound understanding of distribution models and route to
market.
• Mobile money products penetration and on ground execution skills.
• Mobile Money commercial analysis skills.
Key performance indicators:
• Overall M-Pesa KIPs Growth as per the South region target.
• Accurate and timely delivery of the execution plans specified on the calendar.
• Quality of support and stakeholder alignment.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What’s in it for you
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You’ll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are
You may have already heard of Vodafone – We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
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Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.
