Category Manager Customer Operations

il y a 3 semaines

Luxembourg Vodafone Temps plein

**Company**:
Our purpose at Vodafone is to connect for a better future. At Vodafone Group, we partner with our local markets to drive consistency and earn customer loyalty across 20 countries for over 600 million customers. We are restless and passionate about creating a better future for all. We are always open to new things, and curious to create solutions that our customers will love. We are constantly learning to innovate the way we operate, set our global standards, and to deliver on our strategy. Our ambition is to improve 1 billion lives and half our environmental impact by 2025. It’s up to each of us to make this happen. Ready?

The Vodafone Procurement Company (VPC) in Luxembourg is part of the Vodafone Group and drives our aspiration to connect for a better future. We purchase products and services from across the globe to help run our business at its very best. We support our people to deliver on our strategy and be a brand loved by our customers, communities, co-partners, and colleagues. We give and take ownership to make the most of our many talents and we are always learning to grow ourselves and our business. We get it done, together. Aspiring to be a brand our customers love, we think big, take risks, and are always curious to learn. Are you?

**Role Purpose**:
As a Category Manager of Customer Operations (COPS) with the Vodafone Procurement Company (VPC), you will develop and implement the Strategy for the global procurement of the Customer Operations area. In this role, you are directly responsible for driving execution against a number of key projects within the global Customer Operations category, where Vodafone’s annual expenditure is ~€1 B on a global basis.

**Key Responsibilities**:
**Sourcing**
- Manage the global deployment and execution of the existing global sourcing strategy and the category plans to deliver the category-agreed target outcomes.
- Support the delivery and implementation of the sourcing strategy and new contractual commitments with a value of up to €1 billion.
- Contribute to the ongoing commercial management of the COPS agency contracts including monitoring of obligations, rights, critical dates, service credits, escalations, commercial disputes, regular business reviews, etc.
- Drive and support sourcing activities.

**Stakeholder Management, Supplier Management, Industry Knowhow**
- Establish and continuously develop a highly collaborative operating model with the local COPS and SCM team, with a focus on cross-functional teamwork.
- Develop long-term partnerships with COPS agencies, focusing on overall value, best-in-class quality, and innovation.
- Maintain an excellent network internally and externally to continuously evolve the knowledge of industry trends, competitors, business opportunities, and threats. Continuously identify and promote best practices for innovation, operational excellence, improved customer experience, and savings.

**Innovation**
- Contribute to the development and evolution of the category-specific contracting models and contract templates, while working in collaboration with Legal, local SCM, and COPS teams.
- Contribute to the continuous improvement and innovation of category-specific commercial models, while working in close collaboration with the local SCM and COPS teams.
- Develop, implement, and continuously evolve know-how and approach to technology, processes, and tools required for end-to-end category management.
- Drive end-to-end sourcing projects including highly complex and holistic, pricing/commercial, and legal negotiations.

**Data Management**
- Contribute to the delivery of key category financial targets such as centralized spend percentage, savings, and working capital improvements.
- Maintain accurate global COPS spend, vendor, and contract data, incl. contracts database, preferred vendor list, and category blueprints, generate and provide insight through in-depth data analytics to secure Vodafone’s competitive advantage in the marketplace.

**Core Competencies**:

- Proven track record of being part of and delivering large and complex global sourcing projects.
- Very strong numerical and reasoning skills, generally very good with numbers, at financial reporting and modeling, with the ability to synthesize and present key messages to senior stakeholders.
- Proven experience in procurement for global complex categories OR min solid experience in outsourcing Customer Operations. Cross-functional project experience, as part of a regional/global organization.
- Excellent communication, stakeholder management, and relationship-building skills. Effective influencing and persuasion skills, with the ability to engage with virtual teams. Fluency in English is a must, fluency in German a big benefit, and any other language is an asset.
- Excellent negotiation skills combined with the drive to make judgments and finalize deals.
- The ability to manage multiple projects and delivery across various functions and geogra

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