Specialist: Nepsi Vodapay

**Role Purpose**:
The **Specialist: NEPSI VodaPay** role is based within the Commercial Business Unit.

The role of the Specialist: NEPSI VodaPay is to be responsible for ensuring that all customer touch-points are adequately enabled to support the launch of a new product, service, campaign/promotion by critically evaluating and analysing all Concept Documents, Product Descriptions, Memos and Change requests to provide input on all system, process and training requirements and coordinating and delivering all related activities.

**Your responsibilities will include**:
**Impact Analysis**:
Review new product & services documentation: Memo/CPD/Change Request, Go to Market strategy and mapped Customer experience to identify the full integration requirements across all Customer touch points for all Products, Services and Campaigns.
Design an effective training and internal communications plan for all Vodacom sales and support areas so that new products, services and campaigns are effectively supported across the business.
Review and input into systems specification documents
Recommend all customer support processes and procedures relating to the new or existing product services
Provide input into the design of new content, Maintain and update relevant intervention material related to existing products, services and campaigns

**Manage Implementation**:
Deliver the identified training and internal communications plan for all Vodacom sales and support areas so that new products, services and campaigns are effectively supported across the business.
Co-ordinate and relay input from role players to the project team related to specific products
Involve and assist the respective role players with the design of systems, training content, communications, Policies and procedures where dependencies are noted
Ensure that the source information for all new and existing products and services and campaigns within the content management system is updated and accessible to all users Perform product, services and campaigns testing in order to ensure compliance with product description in order that training intervention material can be developed for release
Design and deliver all relevant intervention material related to new products service and campaigns including train the trainer sessions and call centre communications
Design and deliver all relevant call centre processes
Attend macro project meetings
Conduct Systems user acceptance testing related to user requirements to support the launch of Products, Services ad Campaigns

**Channel/Touch-Point Management**:
Ensure that all new launches have self-service as a primary channel
Review current products & services to ensure that this channel is catered for.

**Channels, Content & Knowledge Management**:
Collaborate with Content & Curriculum Development team on projects related to the maintenance of content & curricula as well as rollout of the CMS.
Collaborate with Process Quality team on projects to review effectiveness of & update existing processes & procedures
Collaborate with Content, Knowledge Management & Communication teams to develop new ways of communicating launch notifications to Customer Touch Points, e.g. SMS, MMS, Social Media

**Reporting**:
Monitor impact of launch, including customer feedback & log issues ensuring resolution
Meet with stake holders to discuss progress and agree on solutions
Communicate to stakeholders (project teams, CC & PMCI Management)
Contribute to monthly exco reports and compile ad-hoc reports

Matric / Grade 12 essential
3 year relevant diploma / degree is essential (e.g Commercial, Marketing, Knowledge Management, Project Management etc)

**OR**

Matric/Grade 12 essential
5+ years working experience in the commercial / call centre / project management / marketing /campaign management field

**AND**:
Minimum 1 years’ experience in implementing new products in different commercial channels
Experience in or working with Customer Care essential
Experience in implementing commercial support processes for new and existing products across all commercial channels including Marketing, Sales, Training, and Channels & Operations.
Project Management (desirable)
Relationship Management across multiple divisions
Cellular industry experience advantageous

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.