Head of Consumer Sales and Services

Company description:

Responsible for all aspects of Consumer Sales and Retail Operations, across mobile and FTTH Services, ultimately ensuring first class customer experience and achievement of targets in respect of sales and active customer bases. Oversee the Marketing, Commercial, and Customer Experience.

Job description:

Primary objective of the job:

Responsible for all aspects of Consumer Sales and Retail Operations, across mobile and FTTH Services, ultimately ensuring first class customer experience and achievement of targets in respect of sales and active customer bases. Oversee the Marketing, Commercial, and Customer Experience.

Number of persons managed/supervised and their positions:

• Retail & Distribution Lead
• Consumer Products Executive
• Customer Experience Lead
• Marketing Executive
• Sales Supervisor

Main Duties & Responsibilities:

• Development and execution of sales strategy for all product sets across all channels
• Sales Channel and Distribution Channel development including pricing and commercial relationships
• Analysis and Interpretation of Business Intelligence Data to evaluate business performance to granular level and determine relevant courses of action
• Management of owned and partner operated retail channels ensuring best in class environment and customer experience is delivered and ultimately achieving required standards in retail audit as well as commercial targets
• Leadership role in developing retail sales, including people development and incentivisation, store optimisation, operations and processes
• Management of other sales channels, including training and efficiency performance monitoring
• Provide daily, weekly, and monthly sales performance reporting, including specific campaigns, identifying positive and negative trends to improve results and reduce losses/ downgrades
• Provide motivation to sales agents through effective context setting, individual contact, goal setting, periodic meetings and one-on-one or group training
• To Co-ordinate training for new staff on-boarding and products and services through formal training and one-on-one coaching
• To co-ordinate sales technique training, both on board and ongoing based upon performance
• To provide refresher and specific campaign training to drive optimum performance
• To ensure process and policy adherence including discounts
• Ultimately achieve required budgets/targets in respect of subscriber acquisition
• Actively engage with Customer Care teams to ensure effective deployment and integration of sales initiatives.
• Monitor competitor and industry activities and trends, determining and executing on appropriate actions to harness opportunity and protect against competitive threats
• Manage costs within both budget and appropriate/acceptable levels
• Daily, weekly and monthly reporting on commercial KPI’s operations and activities, plus other reporting as required.
• Maintain customer satisfaction level of 80% measured through quarterly customer satisfaction surveys
• Provide feedback on performance to all and conduct performance review

Academic qualifications & experience required for the job:

• Tertiary Level Qualification in a directly related subject
• At Least 5 Years Directly related working experience in competitive FMCG Commercial environments, of which minimum 2 years in management role.

Functional Skills/Competencies:

• Excellent Communication and interpersonal skills
• Leadership and working as part of a team
• Ability to handle and deliver on multiple priorities from multiple stakeholders in a high pressure environment.
• Competency with Microsoft Word Applications – minimum Word, Excel, Outlook, Power Point
• Competency with interpreting trends from various data sets
• Ability to set and manage priorities judiciously strong knowledge of Business Systems and their Applications
• Strong knowledge of credit & collections practices
• Three (3) years management experience with management of large teams (over 30) being an asset
• Strong Communication, interpersonal and analytical skills
• Strong knowledge of HR Practices
• Leadership Role