CX and Performance Optimisation

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

This responsibility ensures the implementation of the commercial journeys across assisted support and sales channels, identifies opportunities to simplify the customer experience, improve the sales conversion for the different costumer segments and expands digital sales capabilities.

Guaranties the tracking of the operational data, customer feedback, and performance indicators to optimize the sales funnels and works closely with the systems, AI and Analytics teams, being responsible for implementing the improvements identified through artificial intelligence models, feedback loops, and innovation.

This role is responsible for:

• Transversal control for the main KPI’s and the performance of the partners and the campaigns;
• Implement digital initiatives to increase digital sales supports by telesales;
• Standard onboarding, training, process and quality control for sales teams;
• Leverage beyond connectivity sales cross contacts;
• Data lake implementation and proactive use case;
• Suporte new campaign on systems (Oncontact ; Coremedia ; Byside).

Who you are

• Preference bachelor's Degree in Commercial Management
• Strong knowledge of telesales operation, digital ecosystem and partners management
• Excellent analytical and problem-solving skills with a data-driven approach to decision-making;
• Exceptional communication and collaboration skills, with the ability to effectively influence and align cross-functional teams and stakeholders;
• Minimum 5 years of experience in telesales or similar ;
• Basic skill on Power BI, Excel or reporting tolls;
• Work with stakeholders from business areas to define the key success data metrics.
• Evaluate and define the business needs for reporting and evaluation of the commercial performance.
• Track the key commercial KPI
• Identify opportunities to improve the sales funnel
• Fluency in the English language

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders;
• Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products;
• Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors;
• Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products;
• Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing and Skillsoft);
• Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.