Manager: Customer Insights

Job Description

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 2026.

Role Purpose/Business Unit:

Function as consumer advocate to represent customer’s voice in business decisions. Manage customer insights development, regional market research projects across formal and informal tools, and data analysis across services and payment types. Synthesize the results of projects into a deep understanding of customers and the market and use that knowledge to support product development, customer experience and customer value management initiatives within the Region.

Your responsibilities will include:

CXX & Customer Insights: The primary objective is to use our customer insights to better manage & optimize our customer touchpoints to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty.

• To provide high level support and customer service to internal clients as per performance contract agreed
• Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
• To be responsible and accountable for interpreting and analyzing statistical reports based on channel feedback and propose action plans whilst maintaining relationships with key stakeholders.
• To drive improvements of all retail & customer touchpoints in the region including: NPS, TNPS, FTF /EFF, Average Waiting time, Qnomy, Pilots impacting CX e.g., Appointment booking| Peer to Peer program | Store ICU program.
• To be the regional custodian for regional tracking studies incl. NPS / BMS / tNPS [and or any other analysis by condensing the data into monthly and quarterly insights reports].
• Drive the local implementation of the customer experience strategy [incl. digital first strategy] developed by COPS into the region.
• Gather and integrate customer insights requirements across the business to gain & develop a deep understanding of consumer target segments within Prepaid, Postpaid, FTTH and VFS to drive revenue growth for the region.
• Manage research briefs for the region (both formal and informal) to build regional insights.
• Identify opportunities to streamline processes to improve customer experience in the business.
• Continuously review the escalation matrix for the different business channels in CBU Core to improve on the speed in resolving customer related issues.
• Build relationships and engage with key stakeholders in the regions and at the centre to improve on customer journeys.
• Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
• Work with the Channel Managers and Branded/Unbranded Specialists in implementing CXX strategy and executing in-store elements.
• Provide ongoing feedback to COPS for continuous improvements on CXX journey.
• Analyse regional customer base in conjunction with CBU Core CVM team to provide insight and recommendations on trends or behaviour of base.

Data Analyst: The primary purpose is to collaborate with the CVM team and central Commercial Management team to develop appropriate base management campaigns that drive growth and retention strategies.

• Monitor regional performance across all key KPI’s to drive commercial actions to meet or outperform budget targets.
• Drive an ethos of “scientific selling” by ensuring all business decisions are underpinned by sound analytical and consumer insights.
• Influencing key organisational strategies by holding the various areas accountable for integration of insights and performance of associated actions/activities.
• Analyse regional customer base in conjunction with the CVM team at the centre to provide insight and recommendations on trends or base behaviours.

Product Lead: The primary purpose will be to collaborate with the teams at the CBU Core team during the product development process by gathering and prioritising product requirements based on customer needs and market trends.

• To understand the development of postpaid, prepaid, FTTH, VFS propositions against a planned roadmap with clear consideration of regional customer needs.
• To identify market trends, customer needs, and competitor offerings that the core product teams can use as actionable insights to ensure timely, relevant, and high-quality product delivery.
• To evaluate uptake of retail enablement, sales journeys as to ensure store consultants have effective sales tools to drive consideration & uptake on all new products & propositions.
• To support and provide feedback to the product teams for new product propositions, engage in cross-functional teamwork with product delivery teams to make sure we have the right sales tools.
• To support the branded and unbranded channel teams ito leading proposition knowledge and training. That is to ensure that all customer facing staff are fully trained to accurately explain product features and benefits.
• Manage post-implementation/launch reviews and recommend actions based on proposition performance.

The ideal candidate for this role will have:

• 5-8 years experience in a sales, retail and/or commercial / customer care environment
• Relevant Sales or general business National Diploma (3 years) (NQF 6) or Degree (NQF 7) with a minimum of 2 years experience in a managerial capacity with staff responsibility
• Must be willing to travel (must have a driver’s license), own vehicle.

Core competencies, knowledge, and experience:

• Customer Obsessed
• Knowledge of customer service principles
• Analytical abilities to manage big data
• Performance Reporting
• Capability of working in a complex organization
• Ability to build strong relationships and credibility with multiple levels internally and externally
• Result-driven
• Solution driven
• Reporting or analytical function
• Attention to detail and analytics within reporting
• Commercial acumen
• Demonstrates strong communication skills, influencing and persuading teams to ensure effective collaboration across channels
• Strong understanding and knowledge of competitors’, products, services, processes and educates customers according to defined Vodacom standards to improve customers´ experience
• Provides operational excellence in regional area to launch a key product)

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 06 April 2025

The base location for this role is Umhlanga

The 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.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.