Manager: Digital Support and Self Service at Vodacom Tanzania, April 2019

• Define and own support functionality of Online, Social Media and Self Service touch points  (including but not limited to App, USSD, IVR and Live chat)
• Manage the Online and Self Service channels as a means to deflect calls to the Call Centre.
• Enhance the assisted support functionality through the use of chatbots.
• Develop and execute the Digital Support roadmap in line with the company roadmap to optimize customer experience and associated cost savings.

• Be transformational and lead the change required to execute a solid Digital Care Strategy.

 
Key accountabilities and decision ownership
 

• Implementation of all approved touch points and self-services as per approved road. Increase adoption and usage of all developed channels.
• Improve customer experience through deep understanding of customer needs/insights as well as competitive analysis for continued development of the services and touch points to ensure market leadership.
• Implement a robust reporting framework for performance tracking and improvement recommendations.
• Collaborate with all key stakeholders, specifically with IT and key suppliers where required.
• Drive innovation and change within the digital space. Take deep interest in new technologies and emerging global service delivery trends.

 
Core competencies, knowledge and experience

• Experience with digital and social media support platforms, chatbots, IVR and self-service design
• Excellent communication skills
• Analytical skills
• Ability to persuade and influence peers and stakeholders
• Innovation focused
• Customer Obsessed

 
Technical qualifications:

• 3+ years functional experience or industry experience
• Bachelor degree in IT, Business Administration, Marketing or its equivalent.
• Digital applications knowledge and experience would be advantageous.
• Strong analytical skills and digital acumen.

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