Applications are invited for the Head of Digital position to be based in Stellenbosch.
This role will report in to the Chief Financial Officer.
About the role:
The Senior Manager will lead the strategic initiatives focused on enhancing the digital journey of customers, employees, products, suppliers and information, driving digital transformation, and developing scalable commercial drivers for various markets. This role involves overseeing the continuous improvement of digital journeys and product, specifically including the development of e-commerce, value-added services (VAS) for retail customers, development and launch of Herotel MVNO.
Key Responsibilities will include but not be limited to:
Overall Focus
- Lead efforts to improve the customer journey, emphasizing customer acquisition and retention.
- Develop and enhance e-commerce capabilities.
- Create scalable commercial drivers (network effects) for Tier 2 (T2) markets.
- Develop products for the T2 business segment.
- Innovate and enhance value-added services (VAS) for both Tier 1 (T1) and T2 retail customers.
- Oversee the development and expansion of Herotel MVNO.
Retail Sector:
- Align digital retail strategies with the overall company objectives.
- Review and suggest enhancements or new digital product offerings.
- Evaluate current VAS and develop new VAS to meet customer needs.
- Focus on building and maintaining digital relationships with customers, enhancing brand connection.
- Develop consumer insights and commercial business intelligence.
- Ensure Herotel customers have Herotel SIM cards, capturing the entire connectivity wallet for these customers.
Business Sector:
- Streamline digital processes for wholesale operations.
- Develop digital products and journey targeted at the T2 business market.
Value-Added-Services (VAS)
- Drive the digitization of Herotel ISP services.
- Review and innovate current VAS.
- Develop new VAS such as Security as a Service.
- Converge all VAS into a cohesive digital product offering, ensuring a unified relationship with customers under the Herotel brand.
Key Outputs:
Digital strategy
- Develop and implement the digital strategy for Herotel, aligned with the overall business strategy and objectives
- Align with the tactics of the main business functions to ensure that the digital strategy aids their objectives
- Work with the systems and IT teams to ensure that we harvest the full potential of our data through our digital environment
Digitize customer journey
- Simplify all the transactional customer processes through digitization
- Assist the Commercial teams to drive sales through product digitization and gamification
- Assist the Commercial teams to drive new customer onboarding through digitizing processes
Develop VAS
- Develop and launch complimentary products to the Herotel customers through digital channels
- Build partnerships with key VAS providers
Develop MVNO
- Assist the Herotel executive team with the development and launch of a Herotel sim
- Primary responsibility being the digital customer journeys for customer acquisition, sim delivery, activation, billing and payment.
Competency and Experience requirements:
- Proven experience in senior management roles with a focus on customer journey and digital transformation, 5 years or more.
- Strong understanding of e-commerce, value-added services, and market development.
- Excellent leadership and strategic planning skills.
- Ability to drive innovation and develop scalable business solutions.
- Strong analytical and business intelligence capabilities.
Qualification Requirements:
- Bachelor’s degree or equivalent in Business Administration, Information Systems, Digital Marketing or a related field
If you meet the above requirements and are interested to join the team, please submit your CV with contactable references.
PLEASE NOTE:
- Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
- Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.