Job Vacancies at Vodafone Ghana

ROLE PURPOSE:

• To manage Vodafone Ghana’s pricing activities, responsible for determining price points for a wide array of products and market offerings across the company’s diverse portfolio.
• Vodafone Ghana has a broad product portfolio spanning all telecoms technologies and offerings. The product set includes Fixed, Mobile, Vodafone Cash and International roaming. The market segments are Consumer Business Unit, Fixed Business, and Vodafone Cash.
• It is expected that this role will develop and implement pricing models to enhance Vodafone’s ability to price its offerings quickly, while taking into account market trends and competitive pressure.
• It is anticipated the successful candidate will have strong mathematical acumen. They should be comfortable with advanced modelling in excel, and have a strong external market focus based on customer insights. Previous pricing experience would be a distinct advantage.

Key accountabilities

• Analyse product/market performance, issues and proactively identify opportunities for revenue growth and Customer base expansion
• To manage the post launch lifecycle of pricing schemes & initiatives; to liaise with Product & Segment Managers as well as with customer facing teams in order to capture new insights, comprehend deficiencies, and trigger &/or proceed into enhancements and corrective actions.
• Liaising with Insights in gathering market intelligence relevant for developing new propositions; regular testing, validating, reporting and advising on tariffs across competition
• To ensure Portfolio is competitive, well positioned, driving customer activity and increasing ARPU
• Regular update on pricing dashboard with synthesis of key insights necessary for revenue growth and customer base expansion
• Commercial spoc for coordinating business cases and sharing regular report on post implementation impact of products
• Tracking, reporting and advising on daily KPIs (ppm, ppmb, mou/sub, mb/sub, data arpu, voice arpu & rgs)
• Sharing updates on commercial report (revenue by leg of use (i.e. in-bundle onnet, offnet etc) , usages, pricing, gross margin etc)

Competencies, skills and Experience

• Interface with heads of customer business units and the marketing and sales community (outlined above)
• Application of modelling skills in a business-focused pricing function
• Customer-centric, responsive behaviours
• Interface with Global Pricing Team on – Best Practice Sharing
• Input to new tariff, product & service and campaign concepts and ideas

Must Have Qualifications.

• 2+ years of pricing and/or Product Management experience in a telecom industry would be a distinct advantage
• Demonstrable data mining skills particularly using Microsoft SQL
• Strong demonstrated mathematical ability, ideally a mathematics degree
• Demonstrable track record of blending commercial and technical modelling skills
• Project Management & Analytical Skills
• Exceptionally well organized

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Responsibilities and duties 

The CSM builds and maintains relationships with Customers and within Vodafone and suppliers to ensure that people within these groups understand and respond to Customer and CSM requests and requirements regarding all Vodafone Corporate products and services (Mobile, Fixed, Cloud&Hosting, Digital Services, IoT).

• Defining and managing service level agreements with customers and Vodafone Contract Manager
• Supporting across Sale, Design, Assurance and Delivery in order to guarantee overall Vodafone services quality
• Point of Customer escalation, internal escalation and enquiry
• Managing and addressing Customer Change Requests
• Identify and address new business opportunities
• Providing Customer facing reports
• Analysis and recommendations based on available data/reports
• Managing and coordinating external service providers
• Creating and managing Service Improvement plans
• Maintaining Customer specific service guides
• Participation/Leadership on Customer meetings and calls  

CSM will be able to manage during In - Life of products and services of assigned Customers the following processes:

• Incident Management - activities related to manage unexpected service interruption (register, tracking, monitor and solve), in order to restore normal service operation as soon as possible (reactive management)
• Problem Management - activities related to manage "root cause" of incidents in order to prevent incidents occur (proactive and reactive management)
• Change Management - activities related to manage customer change request (move, add, change), in order to minimize related risks
• Events Management - activities related to identify and understand events and to define more appropriate action in order to prevent or properly manage incident occurrence
• Capacity & Performance Management - activities related to define a proper and updated Capacity Plan, according to current customer needs
• Service Level Management - monitoring and ensuring the fulfilment of end to end Service Levels (i.e. delivery, assurance, Invoice, …)
• Reporting - activities related to set-up a reporting framework and to define reports for customers regarding all above services
• Continuous improvement and client satisfaction management - activities related to periodically verify customer satisfaction and to identify related improving areas

Core competencies, knowledge and experience

• Strong Customer-Facing Skills
• Excellent communication and leadership skills
• Creative Problem-Solving
• Self-motivated
• Based: Milan or Rome           

Must have technical / professional qualifications:

• Bachelor’s degree
• 5+ years experience
• Strong engineering knowledge of Telco and ICT products, services and technologies: fixed network architectures (voice and data), cybersecurity solutions, Unified Communication & collaboration, mobile services, Cloud & Hosting solutions
• Previous Service Management Experience (preferred) 
• ITIL v3 certification (optional), Cisco certification (optional)