General Manager: Sales And Customer Service

The role is responsible to set the strategic direction for MTCs sales and customer service delivery. To

provide leadership and support to the entire department which includes contact centre, key accounts,

mobile homes, distribution, bid office and data and field services.

Specification

• Contribute to the creation of the divisional strategy for the Sales & Distribution function in line with the overarching business goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Develop and implement the sales channel management strategy and sales force management operations to ensure sales are driven through the appropriate channels
• Continuously monitor and audit the performance of the divisions to identify and gaps and improvements
• Develop and implement best practice trade management strategies
• Review Market related tools (e.g., Market monitoring, airtime distribution and commissioning tools and processes and ensure they remain viable and in line with industry benchmarks
• Identify the demand and service delivery at all customer touch points / contact channels across the country to create awareness and recommend improvement opportunities delivering extraordinary customer service
• Execute the necessary actions to ensure proper alignment of commercial objectives in response to specific local market realities
• Ensure world class efficiency in processing channel partners orders towards achieving excellent product availability and adequate depth product distribution
• Drive sales and revenue through optimal network capacity utilization
• Define the criteria to measure/improve Sales and Distribution efficiency
• Provide all relevant departments with retail brand guidelines, service portfolio and customer experience i.e. own shops, franchises, shop in shop and piloting / rolling-out.
• Identify the training needs of the of the retail customer (MTC and key channels) and coordinate the implementation of training interventions
• Develop and manage of departmental budgets in line with business objectives.

Requirements

• Relevant bachelors degree in Marketing/Business Administration/Commerce
• Masters in relevant field of study (MBA) would be advantageous
• Mandatory Prior Experience:
• Total work experience required to work in this position 10 years
• Vast experience in customer service research and analytical techniques 10 years
• Experience working at senior management level 5 years
• Telecoms experience or working in similar environment 5 -7 years
• Proven and successful experience mapping consumer journeys and creating customer support strategies 5years
• Competencies:
• Ability to handle complex and sensitive customer complaints
• Outstanding presentation skills
• Excellent written and verbal communication with the ability of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner.
• Great leadership skills to lead a diverse and strong group of middle managers
• Have an understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation.
• Possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.
• APPLICATION CLOSING DATE: MONDAY, 25 APRIL 2022.