Sales Channel Analyst

The incumbent provides support to the Manager in the overall management and operational aspects of Channel Partners and Airtime Distributors Contracts.

KEY FUNCTIONS

• Assist the Manager in the promotion and creation of a continuous improvement culture to deliver operational efficiencies and financial targets; To drive continuous improvements through accurate reporting processes and analytics inclusive of Channel Partners and Airtime Distributors.
• Advise on and evaluate appropriate metrics (KPI’s) for Channel Partners’ performance which will aid in the decision-making process and give best overall value.
• Manage Airtime Distributors by ensuring adherence to contractual obligations and fulfillment of airtime requests and query management for the achievement of the company’s financial targets, to increase mobile customer base and satisfaction.
• Generate and analyze reports/scorecards for Channel Partners, Airtime Distributors and Promotions, and provide findings and recommendation to stakeholders for achievement of targets/objectives.
• Design, maintain, document, and disseminate Standard Operating Procedures for department Airtime distributors and Channel Partners.
• Visit locations at periodic intervals by performing “mystery shopper’ role to ascertain whether established methods and procedures are adhered to and assist to close gaps where they exist and by tracking issues to completion.
• Assist dealer /CPL to improve sales and customer experience in-store by identification of industry trends and undertake marketing campaigns; includes tracking of Channel Partner performance after campaigns for consistency and continuous improvements.
• Assist in meeting Departmental financial targets by the identification and development of proposal for alternative sales channel.
• Monitor and validate accurate commissions payment to Channel Partners by calculation of subsidy payments on handsets, sales and services, credit notes, etc.
• Provide ongoing promotional assistance by correctly coding and configuring on the system for all related promotional activities done by dealers/distributors (IME’s etc.) and run associated reports on such promotions held to gauge success.
• Track and monitor market conditions and make recommendations to the business and Channel Partners and to work closely with Channel Partner Liaisons in assisting Channel Partners and Airtime Distributors develop and efficiently support the business operations, whilst ensuring Channel Partners and Airtime Distributors’ performance is aligned to the company’s strategic objectives.
• Track and monitor department budget and other AOP related tasks and all department and Channel Partners related projects, building stakeholder and industry mindshare for each partnership and related solutions to build their capabilities, improve business model, and help create pipeline development programs that will generate measurable leads, revenue, and ROI.
• Validating that all work is completed in accordance with Company HSE policies and procedures.
• Perform any such related duties, ad hoc reports required for improvement that may be assigned by the Manager from time to time.
• Performs such other related duties as may be assigned by the Manager, from time to time.

Education & Experience:

• A Bachelor’s Degree in Marketing, Business Management, OR related discipline
• At least three (3) years’ experience working in a Sales and customer service environment in the Retail sector preferably working in the Channel Customer Support/ Distributor environment.
• Ability to demonstrate products and services when necessary.
• Proficiency in an analytical software application (e.g., Tableau) AND Microsoft Office Suite

FUNCTIONAL COMPETENCIES:

Customer Service and Standards: Knowledge and application of customer service skills, procedures, and standards.

Product, Services and Systems: Knowledge of TSTT products, services, processes, and systems.

 Customer Understanding and Measurement: Understanding of customer needs/ expectations at all touchpoints and its measurement against established processes and KPI's.

 Process Improvement: Analyzing and improving upon existing processes for optimization of customer experience.

 Customer Relationship Management: The practice, strategy and technology used to analyze the interactions of current and potential customers with the goal of improving customer service relationships and retention.

CORE AND LEADERSHIP COMPETENCIES:

Customer Focus: Prioritises and takes action on the needs of both internal and external customers. Designs and delivers products and services with the customer experience top of mind.

Planning and Results Orientation: Invests time in upfront planning to achieve organisational goals and objectives while meeting quality standards, following the appropriate processes, and continuously assessing results.

Creativity and Innovation: Thinks beyond the confines of traditional models to recognise opportunities and find new and better ways of doing things to be and remain an agile broadband provider. Encourages experimentation and accepts failure as a driver of innovation.

Communication: Effectively and appropriately interacts with others to build relationships, influence others, and facilitate sharing ideas and information. Uses tact and diplomacy to navigate demanding situations. Relays key messages by creating a compelling story targeted to specific audiences.

People Leadership: Inspires, motivates, and empowers people to achieve organisational goals. Coaches, mentors, and manages employee experience and performance through mindful preparation. Creates space for others to lead.

Managing Through Change and Uncertainty: Adjusts thinking and behaviour to resiliently face change and uses experience to fuel growth. Embraces failure as a learning opportunity for themselves and others. Enables the process of change and transition while helping others deal with the effects of change.

Relationship Building: Develops internal and external trusting, professional relationships. Purposefully develops networks to build value through collaboration.

Deadline date for applications: Thursday 7^th December 2023