Specialist: Channel Management VD

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Role Purpose/Business Unit: What you’ll do

As a Specialist responsible for Vodacom Direct channel management, you will be responsible for monitoring, tracking, and enhancing the performance of all acquisition, base management, and retention campaigns within Vodacom Direct ecosystem.

You will collaborate closely with Vodacom Direct Business Partners, trainers, team leaders, site specialists, and campaign owners to provide actionable insights, drive performance improvement, and enhance overall customer experience.

Your responsibilities will include:

Key accountabilities and decision ownership:

Commercial Performance Monitoring & Evaluation:

• Identify trends, gaps, and opportunities for improvement in customer interactions while monitoring and tracking the performance of all lines of business against commercial KPIs.
• Conduct A/B testing to evaluate different approaches and determine the most effective tactics for achieving campaign objectives.
• Continuous Improvement: Implement insights and learnings from data analysis and testing to refine and optimise ongoing and future campaigns.
• Market Analysis: Conduct thorough research and analysis of market trends, customer behaviour, and competitive landscape to inform campaign strategies.

Reporting & Insights:

• Generate detailed performance reports, highlighting key trends, agent performance metrics, and improvement areas.
• Provide weekly insights to management on recurring customer pain points, service gaps, and process inefficiencies.
• Create reporting for the lines of business, analyse the reports and data, and validate through call listening to ensure qualitative insights.
• Engage campaign owners from Vodacom and the business partner to coordinate the implementation of improvement plans.

Process Improvement & Compliance:

• Identify areas where processes can be optimised to improve efficiency and customer experience.
• Ensure compliance with industry regulations, data protection laws, and Vodacom’s internal policies.
• Collaborate with cross-functional teams to drive initiatives that enhance service delivery and operational excellence.
• Work with L&D in the updating of training programs and material based on findings.
• Implement Fraud mitigation plans, ensuring minimal risk and reduce losses associated with non-payers.

The ideal candidate for this role will have:

Must have technical/professional qualifications:

• Matric (Essential)
• 3-year relevant Diploma/Degree (Essential)
• Minimum of 3 years relevant Contact Centre experience (Essential)
• Relevant Quality assurance and continuous improvement experience (Essential)
• Telecommunication Industry (Preferred)

Core competencies, knowledge and experience:

• Presenting and Communicating Information
• Strong analytical Skills
• Research Skills
• Problem Solving and critical thinking.
• Comfortable with ambiguity and working in fluid, fast-changing environments under pressure.
• Experience in quality assurance and process improvements.

We make an impact by offering:
Enticing incentive programs and competitive benefit packages.
Retirement funds, risk benefits, and medical aid benefits.
Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

Closing date for Applications: 29 April 2025.

The base location for this role is Vodacom Midrand Offices.

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.