Executive Head: Mobile Channels

8 months ago

Midrand, South Africa Vodafone Full time

**Role purpose**:
Vodacom is on a journey to become the South Africa’s leading technology company, moving from a handset retailer & network provider into a truly digital business.

We will achieve this and deliver on our brand purpose by providing the best voice and data experience in the industry. Central to our aspirations will be the ability to offer an unmatched, operationally efficient and commercially viable Vodacom experience across all digital touch points. To support this vision Vodacom is striving to have the best-in-class digital channels which include App, USSD WhatsApp and any other mobile channels Vodacom may develop over time.

The Executive Head of Mobile is responsible for defining and owning Digital Channels adoption and acceleration strategy, its execution and progress, business case tracking, technology roadmaps and customer experience. Part of this will be done through working across marketing channels and business product development to identify the most effective, efficient ways to develop propositions to drive the mobile channel adoption, usage and maturity.

The incumbent is customer centric, innovative, technically savvy, data-driven and relentless in pursuit of channel growth and commercialisation and exceptional customer experience. This individual will play a critical role in identifying, implementing, and measuring new proposition and marketing programs to drive channel commercialisation.

**Your responsibilities will include**:
**Commercial Drive**:

- Ownership of the Digital Mobile Channel, growth and acceleration strategy, its execution and progress, as well as business case tracking
- Collaborate with marketing channels and product development to identify the most effective, efficient ways to grow the digital channels in utility and ARPU through cross and upsells.
- Own product development and delivery from business case definition to agile development, driving value for the business and our customers across all Telco mobile touchpoints.
- Accountable for driving the increase usage of Vodacom Digital Channels through the Vodacom/VodaPay App, USSD and emerging mobile channels.
- Accountable for Digital channel user experience(UX) and sentiment (TNPS), Digital channel adoption, as well as revenue generated through Digital channel sales and associated cost savings.
- Ownership of driving customers to adopt Digital channels including Vodacom staff, customer care, retail operations and store training and promotions through training, digital marketing, digital CVM and social media activities.
- Accountable for clear direction for growing Digital channel usage across the whole Vodacom business, working in close coordination with the other Digital Channel teams as well as Brand, Customer Value Management, Segment, Product, Sales, Retail Operations, Customer Care and other relevant COPS, CBU and EBU teams.
- Developing and executing on insights driven strategies and plans to grow the usage of Digital channels for all segments of Vodacom customers through including funnel analysis, heat maps, journey analytics and abandonment rates.
- Responsible for transformational shift for Digital Channels to becoming the primary access mechanism for customers to access sales and services within Vodacom and to drive commercial focus and accountability of the Channel.
- Identifying, implementing, testing and measuring new growth tactics for all Digital channels
- Establishing processes and systems to ensure experimentation and measurement can be done in a scalable and repeatable model.
- Optimize traffic across all Digital channels to meet commercial objectives.

Integration point into Vodacom Loyalty and other Cross Company Campaigns (internal and external Digital Channel)- Identify industry trends and insights that will help refine our marketing approach, conducting and presenting competitive analyses and market research as needed.
- Work with the Digital content & social media team to develop content strategies to attract and engage our customers to our Digital Channels

**Leadership and teamwork**:

- Provide inspirational leadership and coaching across Vodacom to deliver Commercial outcomes in the Digital Channels
- Champion of change, positioning Digital’s way of working as a model for customer led, brand experience, new company culture and organizational development.
- Create a high level of employee engagement to deliver the leading customer experience in Vodacom
- Ensure diversity of gender and cultural background in team
- Create an environment responsive to rapid changes in market conditions, intraday, weekly and monthly.
- Actively manage relationships through collaboration with the Head of Product CVM, Segment Marketing, Terminals, VFS, EBU and Regions to create and communicate the vision aligned with Commercial KPI’s,
- Create propositions aligned to Commercial KPI’s and develop high level roadmap and strategy
- Manage relationships with key suppliers
- Develop individuals w

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