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EHOD Converged and Omni

 Role Purpose

Vodacom is on a journey to become the South Africa’s leading Tech Co, moving from a network provider into a true service business. We will achieve this and deliver on our brand purpose of ‘inspiring confidence’ by providing the best customer experience in the industry. Central to our aspirations will be the ability to offer an unmatched, world class Omni experience.This role places the customer at the forefront and is an evangelist to transform the business constraints that typically hinder a great omni channel customer journey that ultimately converts to a sale/ happy customer.This role requires an individual to have the awareness of global trends and patterns in terms of retail transformation and ensuring that Vodacom Digital is up to speed and up to par in terms of what global brands are doing and the initiatives that they are investing in. Navigate the global and local context of how digital is transforming across all channels (retail, assisted sales, call centres and any other channel) by understanding different hybrid models that exist in different verticals.Furthermore, an integrated approach is required to drive converged products and propositions to specific segments being household & family, and has the added commercial responsibility of driving an increase of average revenue per customer/account/household.This role works closely with tech as well as our different stakeholders to ensure the capabilities that are underpinning and supporting the retail app and digital express store are supporting converged and aligning all storefronts for Omni channel converged selling so that we are not having to re-create capabilities going forward. Ensuring that across the fibre capabilities that there is re-use and not a re-building of journeys.

Your Responsibilities Will Include

Setting the vision and strategy for Converged Sales & Service through an Omni-channel distribution approach.

Accountable for the Fibre to the Home, Business and Wholesale products in terms of online (and retail app) commercial performance and capabilities.

Leveraging Vodacom’s full catalogue of products (GSM & non-GSM) and services across Consumer, Enterprise and Financial Services to drive a larger share of wallet being agnostic to Vodacom’s Business Unit structures (inside-out) but rather identifying and leveraging opportunities (outside-in) from the customer.

Challenge existing business rules and logic that hinder a best-in-class online journey with the least number of steps.

Ensure that converged offers are distinctive and exclusive to drive the online contribution to converged sales

Product roadmap prioritization ensuring that features and capability are aligned to what is needed to achieve from a business value perspective – prioritizing business & customer value features over technical (and vice versa) and having the discretion to balance priorities to give immediate impact whilst taking into account long-term strategy.

Be well versed with the capabilities that underpin both the GSM selling as well as converged selling, getting involved in optimizing changes to the vetting, fulfilment (and other) process to ensure that we achieve the conversion expected to ultimately drive the overall contribution to sales

Collaborate with multiple stakeholders across our distribution footprint (franchise stores, contact centres, other distribution points) to build an amicable relationship to eliminate threat of Digital cannibalising retail and shifting the understanding and perception of the role of digital to enable and support our stores.

Be the custodian of the customer voice, knowing the customer intimately through live weekly immersions to the retail and contact centre environments and own the customer narrative.

Performance tracking

Yearly strategic planning as well as quarterly planning in terms of vision, roadmap, KPI, performance against KPI and action plan on what is coming up both form a campaign and capability perspective to ultimately meet commercial objectives

Implement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the Converged & Omni Channel.

Actively tracking/managing sales daily.

Leadership and teamwork

A partnership and collaborative approach in working very closely with the consumer marketing, insights, CVM and product team together with other peripheral functions like Terminals and Trade Marketing.

Define/ translate high level KPI’s to the individual team members as well as squads.

The Ideal Candidate For This Role Will Have

Matric essential.

3 year Business related Degree or National Diploma essential or MBA (MBA is a 4th qualification).

Minimum Of 8 To 10yrs Relevant Experience Essential In


Operational management of large scale Online capability, including Online Store sales.

Optimising multiple sales channels and significantly increasing market share.

Creating strategic plans to win market share from competitors.

Achievement of ambitious sales targets within changing internal environments and external market conditions.

Minimum Of 4-5yrs Leadership/Management/Supervisory Experience (essential)

International experience advantageous.

Closing date for Applications: 14 October 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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