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Vodafone

Senior Specialist: Retail Model Delivery

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Vodacom Group Of Companies
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Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers.  From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people.  Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent.  Vodafone is the majority shareholder of Vodacom and has a 65% share.

We’re at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts.  We’re immensely proud to be a leader in our field and are 100% committed to continue trailblazing. 

We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customer’s eyes and take personal accountability for the customer experience.

We have the below vacancy available in our Organisation:

The G Band Retail Model Delivery & Implementation role is based within CBU

The role of the Retail Model Delivery & Implementation is a hands-on leadership role that implements and delivers on retail operating model capabilities, initiatives, and strategic objectives that aims to offer the best in class customer experiential opportunities

Your responsibilities will include:

  • To deliver and implement all activities that form part of retail model, manage the end to end service delivery with stakeholders across both the formal and informal retail distribution footprint
  • Optimise current retail model through implementation and delivery learnings, findings and best practise that will result in an overall model outcome which benefits Vodacom
  • Strong change management and communication skills – managing content and positioning for various operational requirements and stakeholder audiences
  • Agile decision making and implementation within a multi - stakeholder Retail environment responding to current and future barriers to achieving unmatched customer experience through a transformed Retail environment
  • Delivery and Implementation of model inputs against business imperative and strategic projects related to broader Vodacom/Vodafone initiatives/roadmaps
  • Optimise current retail model through implementation and delivery learnings, findings and best practise that will result in an overall model outcome which benefits Vodacom
  • Ensure Business Model delivery ,implementation and maintenance standards including   processes, system, people are best practice in business and empower to provide unmatched customer experience and realise efficiencies
  • Improving channel and Vodacom World operational performance and growth through innovation and digitalisation (Digital at the Core/Omni Channel/One channel)
  • Monitor, research and benchmark retail model trends with the potential to deliver enhanced customer experience
  • Manage applicable budgets for delivery and implementation

Key accountabilities and decision ownership :

  • Lead, collaborate and engage various teams and stakeholders to effectively support Vodacom World and Retail in terms of Operational Excellence Delivery, Implementation and Improvement, Projects & Initiatives, POC’s , Retail Business Model Support, Training management , etc.
  • Delivery and Implementation of model inputs against business imperative and strategic projects related to broader Vodacom/Vodafone initiatives/roadmaps.

  • Optimise current retail model through implementation and delivery learnings, findings and best practise that will result in an overall model outcome which benefits Vodacom

Retail Business Model Delivery & Implementation:

  • Ensure Business Model delivery , implementation and maintenance standards including   processes, system, people are best practice in business and empower to provide unmatched customer experience and realise efficiencies

  • Engage stakeholders and rollout retail design model capabilities as per roadmaps and ensure process alignment across all Vodacom channels and initiate change processes where necessary to address to drive the improvement in customer experience as measured through NPS:

  • Supporting revenue generation through delivery and implementation of designed retail initiatives that supports CBU and EBU strategic roadmaps

  • Design , manage and implement roll out plans , project templates including all relevant forms/templates /communication required for delivery and implementation

Strategic Cost Reduction:

  • Improving channel and Vodacom World operational performance and growth through innovation and digitalisation (Digital at the Core/Omni Channel/One channel)

  • Monitor, research and benchmark retail model trends with the potential to deliver enhanced customer experience

  • Communicate , Collaborate , Negotiate and manage the change with impacted business units and teams /trade partners,etc– aim to achieve seamless delivery and implementation

  • Measure, Analyse & Report on a monthly basis on key model delivery and implementation findings , learnings and areas of improvement and identify opportunities for effective business improvement initiatives to positively impact Customer Experience

  • Research trends and technology that could positively impact and enhance Customer Experience within the Retail Model

  • Support the implementation of Divisional Strategy ensuring Customer Experience differentiation

Operational Excellence and Business Transformation:

  • Deliver, Implement and Continuously Improve the Vodacom Retail Business Model including policies, processes, systems and people elements of the model.

  • Manage the Operational Excellence and Business Transformation portfolio for Retail Ops Group & Franchise/Dealer Trade including policies, processes, and systems.

  • Continuously analyse business processes, systems and identify opportunities for business model  improvement

  • Ensure channel readiness for implementation of key innovations including products, services, processes or systems

  • Ensure effective communication as necessary to the Trade and Retail Division through managed communication efforts

  • Formulate presentation , delivery models and that will support the successful implementation and maintenance  of the various retail initiatives

  • Manage, administer and coordinate a central gateway capability for all retail deliverables related to processes, systems, people, etc.

  • Deliver and Implement minimum standards across channel/s

Innovation Project Pilots:

  • Provide input into, deliver on Innovation Project Pilots and Proofs of Concepts impacting the Retail environment ( Vodacom world & channel)

  • Managing a cross-functional team  with relevant Business Units  with COPS, CBU, EBU and other support structures to ensure delivery of Retail strategic delivery roadmap

  • Support and manage projects, pilots and initiatives impacting designated operational areas in terms of customer experience, training, processes, implementation etc.

Budget and Financial Management:

  • Manage applicable budgets for delivery and implementation.

  • Understand basic cost-to-implement projections relating to business improvements and projects and make decisions accordingly and accurately.

  • Understand and manage the impact of retail business transformation initiatives on the retail commercial model and profitability for Trade Partners.

 Information and statistical reporting

  • Provide executive management reports or other applicable reports pertaining to model delivery, implementation reporting.
  • Adhoc reporting as required

  • Interpret and analyse management information and statistical reports related to full business operation and proposed action plans and providing recommendations  or inputs

  • Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis

People /Stakeholder Leadership:

  • Lead, engage and manage various stakeholders (internal /external)
  • Negotiate and collaborate to achieve best results and outcome that will positively impact customer experience (NPS/TNPS)  

Core competencies, knowledge and experience:

  • Excellent knowledge of company's objectives and strategies, products and services.

  • Model/Project delivery and implementation experience

  • Business Change Management

  • Strong stakeholder relationship management – including collaboration and engagement abilities

  • Project and Time Management

  • Communicator with strong presentation (public speaker) and facilitation skills.

  • Solution orientated, decisive by nature

  • Problem solving and critical thinking skills

  • Expert knowledge and understanding of Lean-Six Sigma principles and methodologies

  • Strong understanding of business processes through end-to end customer journeys

 

Budget – yes 

Indirect reports - stakeholders and project teams

 

Must have technical / professional qualifications and experience 

  • A 3 year Degree or National Diploma Operations, Administration, TQM and/or Business Management or relevant equivalent certification/s – essential.

  • Minimum of 5 years experience within Retail in the ICT/Commercial/Banking or Hospitality environment with specific exposure to: Operational projects management, Projects delivery and implementation management - essential); and Business Model management and/or commercial management - highly beneficial.

  • Minimum of 3 years in a leadership/managerial/supervisory role – essential

  • Exposure to digitally lead retail solutions and/or automated systems/reporting/dashboard and/or other digital customer interfacing platforms - highly beneficial.

     

     OR

     

  • Matric  or SAQA accredited equivalent – essential

  • Minimum of 8 years experience within Retail in the ICT/Commercial/Banking or Hospitality environment with specific exposure to: Operational projects management, Projects delivery and implementation management - essential); and Business Model management and/or commercial management - highly beneficial.

  • Minimum of 3 years in a leadership/managerial/supervisory role – essential

  • Exposure to digitally lead retail solutions and/or automated systems/reporting/dashboard and/or other digital customer interfacing platforms - highly beneficial.

     

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