Specialist: 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:

• To conduct deep analysis on product performance across all relevant internal metrics for revenue and sales volumes. This includes analysis of macro-economic factors and competitor products.
• To provide insights and recommendations to Channel and Marketing team in the region. As well as pricing and regional specific deals to the relevant teams in the centre, for the improvement in sales and revenue performance.

Your responsibilities will include:

• Deep analysis of sales and revenue performance at a customer segment, product, channel, and geographic level.
• Feedback and recommend demand strategies based on consumer behaviours, competitor activity, product pricing and channel dynamics.
• Support branded, unbranded channels and marketing with insights and recommendations on product and channel performance.
• Regional SPOC for CVM, products and services, insights and big data teams based in Head Office.
• Continuous monitoring of competitor products and services.
• Presentation of analysis and recommendations to various stakeholders.
• Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
• Work with 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 Head Office CVM team to provide insight and recommendations on trends or behaviour of base.
• Customer appreciation trackers, (e.g. tNPS, rNPS, BMS, MAPS) to derive Customer insights and Customer Strategy for input on CX, Product and CVM growth objectives.

The ideal candidate for this role will have:

• Matric / Grade 12, and
• 3 year Commercial/ Data Analytics/ Statistics/ Marketing/ Economics degree (NQF 6 or higher) or SAQA accredited equivalent (essential)
• 3-5 years relevant experience (essential)
• Valid Driver’s licence (essential)
• Knowledge of telco/FMCG (advantageous)

Core competencies, knowledge, and experience:

• Performance analysis and reporting (incl. product pricing analysis, consumer trends/behaviours and competitor dynamics)
• Planning and organising qualitative and quantitative research studies (surveys, interviews, focus groups)
• Presentation skills (incl. reporting and visualisation) excellent storytelling to convey findings
• Big data analytics
• Ability to work with complex information and data and translating into actionable insights
• Ability to build strong relationships and credibility with multiple stakeholders.

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: 10 April 2025.

The base location for this role is Polokwane.

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.