Job Description

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Role Purpose/Business Unit:
The senior manager takes end to end responsibility for providing operational support and enablement to Indirect Trade Partners and Sales teams across all Vodacom Regions with the objective to grow the Indirect Partner Channel in alignment with Vodacom Business strategy. The manager is responsible to oversee and manage the Trade Partner support team and collaborate with internal and external stakeholders with the objective to operationally support and enable all sales channels.
The manager is also responsible for sales operations as well as strategic projects for the partner channel including optimizing CRM systems/tools to deliver sales process efficiencies in order to maximize trade partner sales opportunities.
Your responsibilities will include:
Partner and Channel Management

• Manage the trade partner support team in supporting business sales processes for trade partners to ensure successful sales of fixed and cloud products across all channels
• Drive and manage all partner improvement programs, projects, systems and streamline all processes
• Work with internal and external stakeholders (IT, SFAAdmin product etc) to improve customer feedback into the product development roadmap and sales journey's
• Managing business transformation programmes/projects to improve on partner sales capabilities
• Work the marketing and sales teams to improve the partner feedback to the propositions, marketing and capabilities roadmap
• Creating and managing automation tools to increase sales process efficiency
• Implementing and supporting CRM tools to maximize opportunities and Trade Partner sales
• Point of escalation for fixed operational partner queries (Pre and Post Sales)

Stakeholder Management

• Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
• Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
• Develop and maintain key relationships with business partners, ensuring that channel partners are aligned to the business objectives, customer experience expectations and to the sales partner strategy framework.

Trade Partner Support - Key activities

• Managing the creation of opportunities in the CRM (CPQ/VPP/Siebel) based on partner or partner account manager requests
• Managing the workflow of complex opportunities to solution teams or creating simple product quotes in CRM (CPQ/VPP/Siebel) - Partner /PAM request)
• Perform simple fixed product desktop assessments (Single and Bulk requests)
• Managing the creation of new/sub billing accounts and new account applications
• Management and tracking of all signed quotes and proposals for order capture(order prep, logging & tracking)
• Manage all order escalations eg VoIP stuck porting orders etc.
• Manage end to end vetting escalations (vetting delays/additional vetting requirements and info /system etc.)
• Manage all service and project escalations (stuck orders/installation dates/managing admin cancellation)
• Manage trade partner simple and complex fixed billing queries (bill disputes investigations and bill adjustments etc.)
• Manage product operational and sales escalations raised by trade partner (incorrect price issues, SFAADMIN SR's, system integration and product promotion quoting issues on CRM)
• Support trade partner, sales teams and subscribers collections escalations to assist to resolve Suspensions/Resumes for suspended accounts
• Supporting trade parnters and sales team with general account detail changes (Manage requests for Billing account changes, Customer contact, etc.)
• Manage and resolution of RAM escalation for fall outs on delivery and delays/re-shipping of parcels
• Provide end to end operational support (router/SIM/Equipment replacement, account arrears, link upgrades/downgrades/addition IP Talk/static IP requests/customer requesting PAM etc..)
• Support cancellation escalations and assist with late cancellations/billing disputes related to cancellations etc.
• Management and support of adhoc admin requests (CRM order/solutions reports, investigating billing accounts created by partners etc.)

Delivering through People:

• Oversee the activities of the trade partner support team to ensure effective delivery of business outcomes, and achievement of the channel strategy
• Supports and enables the team to succeed by encouraging frequent knowledge sharing between team members amongst other enablement initiatives.
• Create fit for future organization capability through skills development informed by skill gap analysis in line with business strategy and ensuring that the identified skills gaps, are addressed through training.
• Develop a high performing team by embedding formal performance management process, informal coaching through continuous 1:1 performance discussion
• Embed the Spirit of Vodacom by living the Spirit behaviours and ensuring consistent Spirit engagement initiatives.
• When required, initiate disciplinary processes for team members calling on support from HR when required
• Resolve grievances raised by team members and escalate only if required
• Maintain and grow business partner relations, driving Vodacom business strategic objectives across the partner base

The ideal candidate for this role will have:

• BCom Degree/Equivalent
• A Post Graduate Degree in Business Commerce, Finance or related field may be advantageous
• A minimum of 8 years management and service experience in the telecommunications or technology related environments e.g. (ICT) with demonstrated experience in:

• Partner Channel / distribution management
• Strong understanding of Indirect sales models & partner ecosystems
• Strong understanding of Partner CRM and Management
• Ability to build & grow relationships
• 5 to 8 years management experience, and experience in leading a Partner Support team.

Technical Competencies

• Experience in solution selling within partner/enterprise customers
• Deep understanding of the partner/customer's business, it's market and industry alongside key decision-makers and influencers in partner/account organisation
• Ability to translate partner/customer's objectives and strategy into relevant Vodacom Business propositions
• Successful track record of managing multi- industry sales and demonstrate profitable revenue growth

Behavioural Competencies

• Partner/Customer Focus: Prioritizing partner/customer needs and delivering excellent service
• Accountability: seeks feedback and identifies opportunities for improvement or innovation
• Collaboration: Actively fosters collaboration, seeks input and effectively partners
• Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset
• Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors)
• Organizational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.

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: 22 August 2025.
The base location for this role is Vodacom Midrand Campus.
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.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.