Proposition Specialist

**When it comes to putting people first, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.

**Role Purpose/Business Unit**:

- Help Vodacom become the preferred partner of all SME businesses in their digitalization and transformation journey by providing leadership and hands-on direction to a cross-functional team of Product, Customer value management and Sales members to deliver relevant, market-leading propositions.
- As Vodacom, we know the significant contribution SMME’s make to the economy and the important role these businesses play in the sustainability of our country and continent. To provide better support and enablement to this unique and diverse segment of customers, this role will be responsible for shaping the strategic direction of this segment across our enterprise and financial services business units as well as drive the prioritisation of initiatives that will enable us to increase our market share in the mobile, beyond mobile and financial services categories we compete in.
- They must be able to work well independently, as part of a team, or create high-performing cross-functional teams necessary to deliver against our strategy. Since this is a relatively “new” area, they must be able to navigate ambiguity and be comfortable to challenge the status quo across business units and support areas

**Your responsibilities will include**:
**Market Research & Testing**
- Deep research/understanding of what motivates customers to choose one proposition over another (Focus Groups, Secondary Data, etc.)
- Develop strong relationships with various research houses globally and locally to obtain insights as developed
- Gathering data on market trends, competitor propositions and industry dynamics.
- Forecast competitor SME strategies, through market intelligence techniques
- Develop strong relations with Vodafone, Vodacom OPCOs and strategy houses and obtain various best practices and market winning propositions that could be implemented in market

**Value Propositions Management**
- Manage the evolution of propositions through their life-cycle from introduction, growth and decline
- Design enhancements to propositions based on their life-cycle stage
- Work with product management teams in fine tuning product/pricing to evolve particular propositions
- Work with the various distribution channels in implementing proposition enhancements
- Ensure that each proposition highlights its unique differentiation, benefits and advantages
- Manage key drivers that influence NPS by Customer subsegment and ensure that NPS targets are met
- Support in the development of Fulfilment, Assurance and Billing processes required to support propositions taken to market

**Reporting**
- Perform data analysis on the customer base and competitors customers in terms of services consumed, trends, competitor analysis of products, etc. to support sales strategies
- Develop Dashboards on competitor analysis, customer uptake, product uptake, sales, revenue, margin
- Develop dashboards based on the various sub segments i.e. Micro, Small, Medium, Informal
- Provide reporting on a daily, weekly and monthly basis

**Customer Engagement**
- Test proposition in the market with customers through various research techniques
- Conducting POC’s and fine-tuning propositions with customers
- Work very closely with strategic, high value customers in understanding changing customer strategies and trends per vertical
- Support in market development and assist sales in selling the first few units in market

**Business Process Management**
- Design business processes for new and enhancements to propositions
- Develop fulfilment, assurance and billing processes
- Design customer journeys for new propositions across the various stages of the customer lifecycle
- Monitor and report on fulfilment, assurance and billing TATs
- Monitor and report on customer journey performance, challenges and fallouts

**Stakeholder Management**
- Collaborate, champion and enable effective leadership and cross-functional working relationships to create a unique, superior customer experience based on leadership practice. Connect and leverage the skills of various functional teams to generate synergy across all the different customer touch points
- Collaborate with industry vertical leads and teams on Sales Strategies and Plans to unlock growth in scaling industries and/or strategic accounts
- Present to customers/partners on Value Propositions to close strategic / high value deals
- Internal and External stakeholder engagement and partner management related to growth of segment
- Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
- Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to the sales partner