Senior Relationship Consultant

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 deliver exceptional, end-to-end experiences for Ultra High Value customers with complex relationships, driving continuity, loyalty, and lifetime value through proactive relationship management, strategic engagement, and tailored service retention. As a single point of contact, the UHV Consultant owns the customer journey, leveraging cross-functional support to provide seamless, timely care and translating customer needs into actionable solutions that reflect the company's premium service commitment.

Your responsibilities will include:

Expert Resolution

• End-to-End Customer Ownership: Manage the UHV/Premium Service Desk & Internal Staff/customer journey with minimal handovers and seamless engagement across all service needs.
• Concierge-Level Support: Deliver tailored, high-touch service through personalized interactions and white-glove treatment.
• Priority and Escalation Handling: Ensure UHV/Premium Service Desk & Internal Staff/clients receive prioritized support through fast routing, SLA monitoring, and direct access to escalation channels.
• Compliance & Process Adherence: Ensure all customer engagements align with regulatory, procedural, and data governance standards.

Case Management

• Service Request (SR) Management: Stay engaged to ensure complete follow-through on second-line support requests.
• Cross-Functional Collaboration: Liaise with technical, billing, sales, and back-office teams to resolve complex issues while maintaining end-to-end customer visibility and accountability.

Proactive Base Care

• Proactive Portfolio Management: Monitor customer behaviours, usage trends, and potential risks to proactively address concerns and identify upsell opportunities.
• Experience Monitoring & Feedback Loop: Track customer satisfaction, sentiment, and NPS performance, closing feedback loops and escalating root causes where applicable.
• Continuous Improvement: Contribute to service evolution by identifying process gaps, customer pain points, and opportunities to elevate the UHV/Premium Service Desk & Internal Staff experience.

Revenue Growth and Customer Value

• Personalized Retention & Value Growth: Leverage deep customer knowledge to identify personalized selling opportunities and implement save tactics to reduce churn and drive customer lifetime value.
• Cross-Sell and Upsell: Identify customer needs and usage gaps to promote relevant product enhancements, service upgrades, and bundled solutions.
• Insight-Driven Campaigns: Leverage campaign data and customer insights to engage targeted clients and drive measurable outcomes.

Value-Added Services (VAS) and Retention

• VAS Adoption: Educate clients on high-impact VAS offerings and ensure adoption through tailored recommendations.
• Churn Management and Save Strategies: Monitor early warning signals, engage at-risk customers, and implement retention offers to preserve revenue and protect long-term customer relationships.
• Contract Renewals and Upgrades: Ensure timely engagement on contract end dates, guiding clients through upgrade options that deliver greater value while securing revenue continuity.
• Converged and Fixed Product Penetration: Position and sell integrated mobile, fibre, IoT, and fixed-line solutions to maximize customer value and increase product penetration.

The ideal candidate for this role will have:

• A Matric Certificate (Essential).
• National Diploma or Bachelor’s degree in Business, Marketing, Telecommunications, or related field (preferred).
• Relevant certifications in Customer Relationship Management, Project Management, or Sales (advantageous).
• Minimum 3–5 years in customer-facing roles within telecommunications or a similar fast-paced industry.
• Proven experience managing high-value or strategic customer accounts.
• Experience working with cross-functional teams.
• Exposure to converged and fixed product offerings and campaign execution.
• Familiarity with CRM systems, SLA structures, and customer engagement platforms (e.g., Genesys Cloud, Salesforce)

Core competencies, knowledge, and experience:

• Strong understanding of the telecommunications industry and market trends.
• Awareness of key competitors, their offerings, and differentiators.
• Proficient in Microsoft Word, Excel, PowerPoint, and data analysis tools.
• Working knowledge of project management principles and execution.
• Solid grasp of the sales environment and customer buying behaviour.
• In-depth knowledge of converged, mobile, fibre, and fixed-line solutions.
• Comprehensive understanding of telecom products, services, and value propositions.
• Expertise in strategic account planning and relationship lifecycle management.
• Familiarity with account billing, invoicing, and financial statement interpretation
• Strong business acumen to align customer needs with commercial outcomes
• Customer Relationship Management.
• Sales and Portfolio Management.
• Upselling and Cross-Selling Techniques.
• Churn Prevention and Retention Strategies.
• Campaign Execution and Performance Tracking.
• Case and Incident Management.
• Business Communication (Verbal & Written).
• Commercial Negotiation.
• Conflict Resolution and Problem Solving.
• Product Knowledge (Mobile, Fixed, Converged, VAS).
• Time Management and Prioritization.
• Reporting Skills.
• Stakeholder Engagement and Internal Collaboration.
• Adaptability in Fast-Paced Environments.

Behavioural Competencies 

• Owns outcomes and leads service excellence.
• Applies critical thinking and insight.
• Builds trust and influences effectively.
• Acts decisively under pressure.
• Plans and executes with precision.
• Collaborates across teams with ease.
• Communicates clearly and professionally.
• Delivers results with a customer-first focus.
• Delivers consistently on personal goals and KPIs.
• Builds strong internal and external networks.
• Produces clear, professional, and impactful documentation.
• Adapts quickly in a fast-changing environment.
• Maintains composure under pressure and setbacks.
• Acts with integrity and aligns to core values.
• Applies commercial thinking to drive client value.
• Applying Expertise and Technology.
• Creating and Innovating.
• Learning and Researching.
• Following Instructions and Procedures.
• Formulating Strategies and Concepts.

Customer Obsessed
We are passionate about exceeding expectations.

Innovation Hungry
We create and deliver new products, services and ways of working that delight our customers.

Ambitious & Competitive
We bring energy and passion to our work and always aim to beat the competition.

One Company, Local Roots
We work across Vodacom to achieve the best outcome for customers, employees and shareholders.

Speed
We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business.

Simplicity
We make things simple for our customers, partners and colleagues.

Trust
We are reliable and transparent to deal with. We deliver for others and trust others to do likewise.

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: 08 October 2026. 

The base location for this role is Cape Town.

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.