Job Description
About the Role
The purpose of the job is to plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.
Educational Qualifications
- Bachelor’s degree in Management or related Social Sciences
- Masters in Business Administration is an advantage
Relevant Experience & Functional / Technical Skills
- Minimum of 12 years’ experience in Retail sales, preferably in the Telecommunications, FMCG or the Manufacturing industry, with at least 4 years at middle management level
- Excellent understanding and implementation of Route-to-Market (RTM) and Go-to-Market strategies
- Extensive sales and business development experience with proven expertise in revenue generation and growth
- Excellent product knowledge
Other requirements
- Excellent Relationship Management skills
- Excellent Numerical Acumen and Analytical thinking skills
- Excellent presentation and communication skills
- Excellent and proven leadership skills
- Team Player: Independent, confident and objective
- Attention to details
- Excellent at driving Execution Excellence
- A strong Customer – centric orientation
Key Duties
Increase revenue earning customer net additions – Prepaid
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Increase revenue earning customer net additions – Postpaid
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions and compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Achieve net revenue of the zone
- Identify and formulate Customer Service development strategies to help drive Collections and Bad Debts performance of the zone
- Propose and drive VAS Up selling activities
- Drive the reduction of recharge turnovers and first bill churn & zero recharge.
Delivery on channel satisfaction score
- Implement the audit and review of channel partners & distributors to ensure Healthy ROI
- Monitor the timely disbursement of claims to the market and regular trade service.
- Conceptualize, design and implement channel delight activities
Expand distribution width and depth
- Identify and formulate zonal sales strategies to help drive Distribution across showrooms and Dealer Service Agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network coverage & quality
- Network optimization
- New sites ROI and deployment
- Follow through in delivering cell availability, quality of calls and reduction of outages at sites within zone
Delivery showroom experience
- Identify and formulate customer service delivery strategies to help improve customer satisfaction scores
- Ensure provision of standard infrastructure at zonal showrooms,
- Ensure showroom employees are upskilled in industry training and certifications for the role
Employee Engagement
- Achieve employee engagement scores in line with the engagement target for the business area
- Continuously motivating the front-line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc.
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