Customer Strategy Manager - MNO CVM EXPERIENCED

Job Description

 

PLEASE NOTE : TO APPLY FOR THIS ROLE IT IS A PREREQUISITE THAT YOU HAVE EXPERIENCE IN A CVM POSITION IN A MOBILE NETWORK OPERATOR OR COMMUNICATIONS SERVICE PROVIDER.

 

PLEASE DO NOT APPLY IF YOU DO NOT MEET THESE CRITERIA

 

ALSO, IT IS HIGHLY DESIRABLE THAT YOU HAVE A RIGHT TO WORK IN SOUTH AFRICA BY WAY OF PERMANENT RESIDENCY

 

 

Business Logic Systems Ltd (BLS) is a provider of Campaign and Loyalty Management solutions to companies operating in the Telecommunications industry, predominantly GSM Mobile Operators. The software solution developed, implemented and maintained by BLS is called InTelestage™.

This role is key to the evolution of the company’s commercial proposition to firstly add greater contextuality to the traditional campaign management and loyalty areas and secondly to the expansion into a broader range of commercial solutions across customer experience and mobile data.

With their understanding and credibility  in ‘data driven marketing’ this role will work alongside the sales and customer account teams to manage our partnership with customers, developing , recommending  and communicating  tailored ‘customer journeys’ as a key component of customer acquisition and account planning.

It is envisaged that the successful candidate for this role will have the potential to become a C level executive in the company.

Specific  tasks to include but not limited to:

1. As a strategic advisor to the pre/sales team, develop winning strategies to acquire new customers either direct or via partners.

2. As a strategic advisor to the customer management teams develop commercially led winning strategies to upsell BLS software and services.

3. Be a member of the Product Steering Committee representing  the voice of the customer and regional interests.

4. Establish credentials and perpetuate relationships with customer stakeholders at C level ;CMO/CIO,  and operational level; CVM/Base Managers .

5. As required provide thought leadership and the voice of the customer to key commercial processes; RFP bid strategies, CRBs, Solution roadmap.

6. Lead or be a team member of operational teams to include : bids,  Marketing excellence, customer reviews/audits,

7. Evaluate campaign results to help BLS to build Case Studies and Return on Investment appraisals.

8. Represent/present the company at industry events such as Conferences, partner forums, ecosystem events.

 RESPONSIBILITIES:

1)      KPIs linked to customer acquisition and farming revenues. Eligible for sales commission at % tba.

2)      Customer satisfaction measure related to targeted number of campaigns and satisfaction measure tbd

 

 

NB: The post-holder may be required to undertake any other duties which may reasonably be required as within the nature of the duties and responsibilities of the post as defined, subject to the proviso that normally any changes of a permanent nature shall be incorporated into the Job Description in specific terms. 

Desired Skills & Experience

PLEASE NOTE : TO APPLY FOR THIS ROLE IT IS A PRE-REQUISITE THAT YOU HAVE EXPERIENCE IN A CVM POSITION IN A MOBILE NETWORK OPERATOR OR COMMUNICATIONS SERVICE PROVIDER.

IT IS HIGHLY DESIRABLE THAT YOU HAVE A RIGHT TO WORK IN SOUTH AFRICA / PERMANENT RESIDENCY

IT IS ALSO HIGHLY DESIRABLE THAT YOU HAVE WORKED IN THE AFRICAN MOBILE COMMUNICATIONS INDUSTRY

 

 

CANDIDATE SPECIFICATION:

 

Educated to degree level Have 5+ years’ experience in the Communication Service Provider (CSP)

industry, working in a CVM/Base Management function with KPI responsibility for Revenue and/or Churn metrics.

A deep knowledge of Data Management in a CVM environment Be highly data literate having an understanding and hands on experience of

transforming subscriberdata into insights and commercial value. Excellent grasp of insights and analytics capabilities (ie. Churn prediction, scoring models)

Track record at influencing up, down and across an organisation, without formal authority

Strong grasp of the different levers that an Operator has to drive Customer Value Management.

Excellent communication skills. Strong inter-personal skills. Self-motivated, assertive and confident – the role is based at our Regional Hub

and will be part of a Global team of subject matter experts. International experience. A preference for working in a small, dynamic fast growing organization but with

experience of both large and small companies.

Company Description

Since 1998, Business Logic Systems (BLS) has been at the forefront of communications technology, delivering intelligent Data Management Technologies, Campaign & Loyalty Management Solutions, and Marketing Consultancy.

BLS' world-class team has developed the most technically adept Campaign & Loyalty Management solution on the market - InTelestage™. Specifically designed to give Communications Service Providers (CSPs) a Marketing Edge, InTelestage™ enables customers to build highly profitable relationships with their subscribers by unlocking the value of real-time behavioural data across one or more converged communications services. This leading technology enables a forensic, data driven approach to Campaign & Loyalty Management that supports CSPs’ wider CVM strategies. BLS also offers a diverse range of Technical Expertise to enhance customers' data capabilities in order to enable their marketing teams to work smarter and deliver more.

In 2011, BLS founded the Marketing Excellence Centre to provide Marketing Consultancy that optimises customers’ software investments. The Marketing Excellence Centre also shares best practices on profiling and segmentation, CLV management, and market and control group analysis.

BLS has a strong partnership philosophy, working closely with mobile operators, platform providers, and systems developers world-wide to share best practice, support effective knowledge transfer, and deliver unrivalled technology solutions.

Additional Information

Posted:August 12, 2013

Type:Full-time

Experience:Mid-Senior level

Functions:Business Development, Strategy/Planning 

Industries:Telecommunications 

Job ID:6799648

2.

Job Description 

Executive Head of Division: Online & Self Service - MID0000C3

Reports to:       Managing Executive Online & Self Service                         

Role Purpose: Vodacom is on a journey to become the South Africa’s leading data company, moving from a handset retailer & network provider into a true service business. We will achieve this and deliver on our brand purpose of ‘inspiring confidence’ by providing the best data experience in the industry. Central to our aspirations will be the ability to offer an unmatched, operationally efficient and commercially viable Vodacom experience that is world class across Online and Self Service touch points.  The Executive Head of Online and Self Service is responsible for defining and owning the Consumer, Enterprise and International Online & Self Service customer experience including the product and services strategy, its delivery, execution and progress as well as business case tracking. The Online and Self Service team are part of the wider customer and channel management department whose role is to define and optimise the customer experience and channel performance across all touch points, including retail and distribution. A key part of this role is to define and own the Online and Self Service capability and user experience to deliver within the wider multi-channel strategy.The role is accountable for the clear direction of user experience, products and services based on market requirements. Outputs include the user experience across all online and self-service channels, road map direction, feature prioritisation, and extension of products and services into multiple channels. The role defines and supports the deployment of the commercial capability roadmap optimizing customer experience (NPS), revenues and associated cost savings.The role will be transformational and lead the change required to execute the Online and Self Service customer experience, product and services strategy across the Vodacom footprint.  

Essence of Role – Key Accountabilities Impact on the business for the Consumer, Enterprise and International business units. Customer experience Develops deep understanding of customer needs/insights for the development of Online and Self Service user experience,  products and servicesEnsures competitive analysis of the Online and Self Service experience for the product and services domainDrive continuous improvement of our products and services experience based on deep analytics and insightsEnsure the Online and Self Service user experience substantiates our brand differentiation strategyOwn the web/mobi/app/retail digital design activities and be obsessed with improving the Online and Self Service user experience. Commercial Online & Self Service CapabilitiesAct as business owner for the Online and Self Service technology roadmap and provides requirements for channel experiencesDevelops the Online & Self Service user experience and product strategy including roadmap and co-ordinates with key cross function stakeholdersManages detailed requirements and detailed designs of core Online and Self Service capabilityDevelops business models for investment assessment Drives detailed TNPS analysisBudgets for market analysis and required expertise for Online and Self ServiceEnsures that appropriate commercial overviews, business models and processes are in place for any product and user experience investmentSupports international markets Online and Self Service executionManages the tracking of business benefits delivered by roadmap implementationDevelops the relevant business cases to support market deployments or extensions of capabilities  Performance trackingImplement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the product and services roadmap, business benefits and ensure delivery is on time, within scope and budgetMonthly input to Exco & other key decision making bodiesDelivery tracking of products and service into marketControl and manage the products and service product budget and ROI 

Leadership and teamworkProvide inspirational leadership and coaching across the Vodacom organisation to deliver commercial outcomes in Online and Self ServiceChampion of change, positioning Online and Self Service’s way of working as a model for customer led, brand experience, new company culture and organizational developmentCreate a high level of employee engagement to deliver the leading customer experience in Vodacom Ensure diversity of gender and cultural background in teamCreate an environment responsive to rapid changes in market conditions, intraday, weekly and monthly Actively manage relationships and alignment with Technology, specifically the Consumer, Enterprise and International unitsManage relationships with key suppliers Forge a close working relationship with local market management teams and develop product communities to share best practice and execute key initiativesThought leadership to develop a Best In Class Online and Self Service experienceDevelop individuals within the team with real-time coaching, feedback and timely career and succession planning, ensuring that each individual has a documented personal development planEnsure recruitment and retention programmes attract and maximise world class talent to develop a high performance team GovernanceSet up and manage a rigid Governance framework for customer experience and the delivery of products and servicesEstablish the appropriate steering and working committees aligned with IT, CBU, EBU and International Innovation and changeDrive innovation in product and service delivery while guiding the allocation of resources from low to high impact initiativesTake a deep interest in new technologies and emerging global service delivery trends and their relevance to Vodacom’s Online and Self Service approach Guide technology through the implementation of the Online and Self Service product and services roadmap Develop and test proof of concept products and services to enhance the customer experienceDrive continuous improvement programmes for user experience and products and servicesCommunicationAn articulate and persuasive communicator with an inclusive and principled leadership style and the ability to forge effective working relationships quickly and across marketsPerceived as deeply knowledgeable and manages effectively “up” and “down” An effective collaborator who effects improvements through influence and persuasion  ROLE DIMENSIONS Financial   NON-FINANCIAL

 

Capex indirectly R100m plus

OPEX indirectly R15m plus

Accountable for measuring and proving business benefit from capability or service change

 

   

20 FTE plus

Commercial & operational targets for online and self-service domain– revenue, profitability, user experience quality measures, adoption of the products and services

Lead a virtual team across online, UE, technology and delivery

Employee Engagement: internal understanding of Vodacom Online and self-service products and services

Developing a high performance team and culture

Executing on delivering a world class Online and Self Service experience

 

PERSON SPECIFICATION PROFESSIONAL EXPERTISEKNOWLEDGEGoal focused and energetic in delivery with tracked record in strong execution

Sound “ Online and self-service Manager“ level knowledge in online service delivery/online marketing /online and self-service product managementImplementing and leading a customer driven product and service roadmap and projects in a large organisation. Online and self-service product strategy and project managementAbility to align teams cross-market / function without necessarily having direct management control breadth and depth of product management experience in delivery of digital and self-service experiences in close cooperation with Technology and Finance counterpartsInternet specific development processes Knowledge of Oracle or similar technologiesKnowledge of Google Search Appliance (GSA) or similar search technologiesIdeally will have experience and knowledge of both consumer and enterprise customer experience management. 

Qualifications and experience Matric / Grade 12 or  SAQA Accredited Equivalent E3 year Business or Commerce related Degree or National Diploma Essential MBA advantageous Minimum of 8 to 10yrs relevant experience essential in: Online/Digital. Sales Management of large scale Online capability, including Online Store salesTaking existing business capability from a traditional business model and deliver into Online. Optimising multiple sales channels and significantly increasing market shareCreating strategic plans to win market share from competitors Achievement of ambitious sales targets within changing internal environments and external market conditions. Inclusive of a minimum of 5yrs Leadership/Management/Supervisory experience (essential)International experience advantageous. OR Matric  / SAQA Accredited Equivalent E

Minimum of 8 to 10yrs relevant experience essential in: Online/Digital. Sales Management of large scale Online capability, including Online Store salesTaking existing business capability from a traditional business model and deliver into Online. Optimising multiple sales channels and significantly increasing market shareCreating strategic plans to win market share from competitors Achievement of ambitious sales targets within changing internal environments and external market conditions. Inclusive of a minimum of 5yrs Leadership/Management/Supervisory experience (essential)International experience advantageous PERFORMANCE  DRIVERS - THE VODACOM WAY

Customer Obsessed

We are passionate about exceeding expectations:

We generate independent and objective opinion always looking for the best for our customer

Innovation Hungry

We create and deliver new products, services and ways of working that delight our customers:

We identify and analyse new potential business opportunities

Ambitious & Competitive

We bring energy and passion to our work and always aim to beat the competition:

Our mix is based on the combination between our business long range vision and the present market and competitor’s performance

One Company, Local Roots

We work across Vodafone to achieve the best outcome for customers, employees and shareholders:

Our responsibility and position requires a deep knowledge and a solid and global opinion about our company to face the market challenges

Speed

We drive speed to market.  We relentlessly prioritise and pursue the outcomes that matter to our business:

Simplicity

We make things simple for our customers, partners and colleagues:

We work as an aggregator and facilitator of all strategic options going from the initial

Trust

We are reliable and transparent to deal with.  We deliver for others and trust others to do likewise:

We engage the right people to deliver quick solutions

analysis, judgement and communication to the execution

We work in a solid and fact based way in order to provide the best strategy thinking and execution

           

 :⃰ Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that

his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position. 

EMPLOYMENT EQUITYThe 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. 

Location

 : Midrand Renaissance Park    1685

Job Type

 : Full-time

Employment Type

 : Permanent

Closing Date

 : 06-Sep-13, 12:59:59 AM

3.

Job Description 

National Sales Manager-10117761-20130819

Description

 JOB SUMMARY:

Lead the South Africa Sales team by driving sales growth of all IDEXX Lines of Businesses including new account acquisition and existing account retention and development, through business analysis and commercial planning of sales territories.

 

CORE RESPONSIBILITIES:

The National Sales Manager will assist senior Management in establishing the strategic sales direction and provide feedback to ensure implementation and achievement of business commitments for revenues, gross margin, operating expenses and customer service. S/he will develop, manage and motivate sales representatives through excellent performance management, and ongoing coaching, provision of feedback, recognition and training.  

One of the National Sales Manager’s main objectives will be to coordinate the combined efforts of the South Africa sales team with the objectives of the IDEXX products to promote revenue, generate Instrument leads, leveraging the blended approach and utilizing Action Selling and bundle strategy. This will require close

partnership with all SA Sales and support teams.

 

PRIMARY DUTIES AND RESPONSIBILITIES:

Actively promote all IDEXX products in South Africa by establishing partnerships where necessary and interacting with new and existing clients.

Assist the Sales Team to establish the strategic South African sales direction & provide feedback to ensure implementation and achievement of business

commitments for revenues, gross margin, operating expenses and customer service.

Deliver monthly, quarterly and annual sales goals, within an expense budget reporting on a regular basis through use of analytical metrics on productivity and

historical trending.

Leading the sales team efforts in leveraging other sales channels to maximise sales and customer service franchise objectives, e.g. by attending trade shows

and/or seminars.

Liaise and coordinate sales actions with other SA management teams.

Retain and enhance IDEXX’s customer base through delivering value-added education, service and support to the team.

Facilitate great customer service by aligning with other sales and support teams through Beacon and other CRM tools.

Provide input to sales, marketing and e.g. product development on progress, milestones, new ideas and roadblocks to achieving sales goals, where relevant.

Set sales goals for the Sales Representatives in collaboration with the General Manager and implement/maintain the sales compensation system in line with

business objectives. Measure sales productivity, output and results from a quantitative and qualitative perspective.

Work with customer and product marketing and other functions to support advancements in strategic direction, new product definition and sales programs,

product positioning, promotional initiatives, and sales force automation tools.

Analyse the characteristics and trends of the local market and help define

customer needs for new or modified services.

Supervise, coach and motivate direct reports through regular “ride-withs”, conference calls, local team meetings and other sales meetings where relevant to

maximise sales effectiveness and territory potential.

Assist in building a sales team culture that fosters cooperation, best practice sharing, sales innovation and strong individual commitment to sales excellence.

Develop, manage and motivate the IDEXX Sales Representatives through ongoing coaching, provision of feedback, performance management and recognition and

training.

Through above actions, minimise voluntary turnover and maximise retention and career progression of high-performing representatives.

Any other duties as may be required or assigned.

Qualifications

 EDUCATION: Bachelor’s degree required, ideally in scientific discipline.

 

EXPERIENCE: 5-8 years with proven sales track record and 3+ years Sales management experience required, preferably in a medical devices or diagnostics

environment.

 

REQUIRED SKILLS AND ABILITIES:

Good knowledge of in house and external diagnostic services

Ability to work collaboratively in matrix environment

Excellent commercial negotiation skills

Performance management skills, including coaching, feedback and individual professional development to enhance sales performance and customer franchise

Demonstrates a proven track record of effective coaching and training experience

Financial acumen; ability to assess and evaluate implications of quarterly/annual goals attainment, pricing, programs, equipment financing and customer financial

needs

Technical aptitude, including the medical devices field and life science preferred.

Demonstrated proficiency in computer software including word processing, spreadsheets and sales automation systems.

Demonstrated written and presentation skills

Maturity, flexibility and responsiveness to employee/subordinate needs or concerns

Integrity, keeping commitments to employees, customers

Willingness to support IDEXX, its mission and code of ethics

Drive, initiative and passion for business excellence.

 

PHYSICAL DEMANDS:

The individual will be expected to carry out manual handling, i.e. lifting and carrying of equipment and literature, as part of their duties within the guidelines issued by the

Health and Safety Executive. 

All employees are trained in manual handling procedures. Training will be specific to the task being performed taking into account the dimensions of the load and stature,

gender and any limitations the employee may have.  

WORK ENVIRONMENT:

 

Extensive car travel will be required visiting customer sites.

 

REPORTING RELATIONSHIPS:

 

THIS POSITION REPORTS TO: Regional General Manager SA

 

POSITIONS REPORTING TO THIS POSITION: Sales Representatives

 

No unsolicited Employment Agency resumes are accepted.

 

EOE/M/F/D/V

 

IND-123

Job

 - Sales

Primary Location

 - EMEA-South Africa-Gauteng-Johannesburg ZA

Organization

 - CAG/LABS - South Africa - 30001919

Schedule

 - Full-time

Overtime Status

 - Exempt

Job Posting

 - Aug 20, 2013, 6:53:57 AM