Job vacancy Manager Customer Experience

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. 
 

Role Purpose
Managing the Customer Experience, Training and Quality Assuarance departments and  being the driving force behind the development and execution of end to end Vodacom Customer Experience strategy.
Key Deliverables
Craft and execute Vodafone customer experience strategy: in-depth analysis of customer journeys, pain points and focuses identification
Lead Vodacom Customer Experience Culture Programs: lead cross-functional team, fostering a culture of accountability and continuous improvement
Establish and manage customer feedback mechanisms, leveraging insights to enhance customer experience 
Responsible for the design, establishment and management of the CX Ready Gate with the clear goal of standardizing the customer experience in our products and processes. Embedding this Customer Experience Framework into the product lifecycle. 
Oversee the day-to-day activities of the Quality Assurance, Training and Testing Teams. These includes training, mentoring, and performance management. 

Competencies
Strong Leadership skills
Strategic Prospecting skills
Persuasive communication
Knowledge of the telecommunications – the market, customers, competitors, and service offerings
Excellent Planning skills 

Qualifications & Experience
At least 5 years Customer Experience or Customer Care experience 
Minimum of 5 years supervisory or management experience 
Telecommunications experience would be an added advantage 

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Closing date: 03 April 2024