Sales Operations Supervisor (Informal Channel) (1 Vacancy)
Location of position
MTN SP
South Africa
Limpopo
Polokwane
Polokwane
Job mission
To provide day-to-day management, support and guidance to the Sales Team in the assigned region, implementing plans, controls and standards for optimum performance and alignment with Consumer Channel (Branded) and MTN SA strategies.
To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close to the customer.
KPA duties
Input into Operational Planning
Provide input into the long-term plan (1-2 years) for the assigned region ensuring that Branded Channel regional strategies provide targeted growth of market share in the region.
Identify opportunities for account / region specific promotions and incentives within set parameters and monitor promotional success against targets.
Contribute towards continuous improvement and innovation at process and procedure level.
Provide input into identifying ways to fine tune systems and methods of service and product delivery in line with changing work practices.
Contribute to the planning of new store rollout and communication.
Research and consider best practice, local conditions, trends, as well as competitor activity.
Provide input into the creation and/or development of tailored Services Packages (TSPs)
Sales Targets
Define and determine the best methods to reach sales, revenue and churn targets as defined for the assigned region.
Coordinate teamwork to ensure that all sales team members understand objectives and are able to achieve required service levels set for the region, including serving other segments than Consumer if so is required as per MTN Sales strategy.
Own all aspects of the relationship with outlet managers in the assigned region, reviewing outlet performance, developing actions with manager and providing feedback Sales Operations management for the region.
Internal processes
Define and manage the day to day execution of sales and service processes for the assigned region, ensuring that workflow continues without interruption.
Implement MTN PPPs and systems at sales and service level, ensuring compliance and alignment to the set operational framework for the assigned region and recommending corrective action where necessary.
Identify and facilitate region specific improvement opportunities, initiatives, promotions and incentives at an operational level, within set parameters, driving optimal and efficient sales and service levels.
Assess training needs, training effectiveness and MTN knowledge, developing training schedules as required.
Communicate with and coach Store Consultants on products and promotions, measuring their performance and ensuring compliance with MTN policies / procedures
Identify regional promotional activities to support achievement of targets, implementing and monitoring promotions plans and materials at outlet level as defined by MTN SA.
Implement sales tool kit, administering and reporting on use.
Monitor merchandising standards.
Monitor stock in outlets, including stock control and ensuring minimal stock outs and stock losses, facilitating stock acquisition, and maintaining stock reconciliations.
Monitor sales operations to ensure accuracy and sign off e.g. returns, warranties, OBFs, etc.
Manage discretionary spend to meet volume targets.
Handle customer queries and follow up.
Resolve / escalate issues and queries, liaising with relevant Franchise Managers and Sales Consultants or relevant areas within MTN as necessary.
Understand applicable contractual / commercial agreements with the customer and apply consistently.
Ensure the daily capturing of relevant financial and administrative documentation as per processes, policies and systems defined by MTN SA.
Compile monthly reports as appropriate.
Identify, resolve or escalate business risks accordingly.
Gather information and conduct research to ensure delivery of results meets with standards of best practice.
Budget Management and Cost Control
Provide input into the forecasting, planning, development and review of the sales and service budget for the assigned region, ensuring that it provides MTN with return on investment.
Monitor and control expenditure for the assigned region, reporting as necessary.
Identify opportunities to generate additional revenue and minimise costs.
Report on achievement of monthly targets.
Customer Satisfaction and Service
Put effective methods and standards in place to ensure delivery of Customer Experience as defined by MTN SA.
Establish and manage solid customer relationships.
Understand customer needs and provide input into the development and fine-tuning of systems and processes accordingly.
Ensure maximum customer satisfaction with service and assistance provided by the assigned region, as measured by CSI.
Contribute towards initiating change to continually improve all aspects of service delivery.
Assist in identifying trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.
Ensure all customer queries are attended to and resolved within agreed SLAs.
Ensure the delivery of first time right service excellence.
Put feedback systems in place to gather first-hand customer information and use it for improvements in products and services.
Coach, train, motivate and supervise the outputs of Sales consultants and field marketers
Initiate and take disciplinary action and resolve grievances as appropriate
Lead regional initiatives in sales campaigns and operations optimisation
Administer and control available resources to achieve regional sales and service goals and objectives
Plan workload and allocation team resource appropriately
Communicate goals clearly and facilitate achievement thereof
Manage and motivate team to achieve agreed goals and targets
Set boundaries within which direct reports will operate and clarify roles to match the level of expertise and results required
Communicate actively and effectively resolving any potential conflicts that may arise
Evaluate and assess people performance
Build and enforce a customer centric approach
Build and maintain collaborative teamwork
Build professionalism, loyalty and commitment to the organization
Have the self insight and flexibility to adapt to different situations
Live the MTN Brand change and influence employees behaviour
Manage diversity and EE
Educational requirements
Diploma / relevant tertiary education (Sales and Marketing related)
Experience required
At least 2 3 years experience in the telecoms industry in a commercial environment
At least 1-2 years of leadership experience in similar positions, in fast-moving industries
Sales / customer service experience
Some supervisory / management experience would be preferable
Skills required
Business finance acumen - understanding margins, assess financial feasibility of promotions
Market assessment skills - customer, competitor, consumer analysis
Account review skills - understand status and identify appropriate actions
TSPs
A broad understanding of the MTN business
An good understanding of sales, marketing and customer service processes
An understanding of basic finance terminology and processes (e.g. budget, expenditure, investment, loan, cash-flow, working capital, forecasting, variance analysis, cost)
Knowledge of current and relevant legislation and regulations
Knowledge of MTN polices and procedures
In-depth knowledge of the following MTN products and services
Computer literate
Team orientation working in an integrated team environment
Relationship builder strong people-focus
Resilience maintaining composure and dealing effectively with stress
Service orientation
Customer centricity
Approachable
Strong detail focus - attention to detail and accuracy
Creative
Action-oriented sense of urgency
Operate with integrity (high ethics) to maintain confidentiality
Confident
Compliant, methodical and systematic
Independent-minded ability to work independently
Reliable and dependable
Logical
Stock management skills
Selling skills
Promotions management
Risk management skills
Operational management skills
Planning skills plan, prioritise, resource allocation, deliver on time and work logically to meet deadlines
Technical / professional excellence
Relationship building
Analytical skills collecting info and analysing, drawing insights from data
weighing up the pros and cons; making sense of information
Ability to control and direct to maximise performance of others and arrange logistics
Delegation skills allocation of tasks and coaching
Feedback skills
Problem solving skills
Budgeting and cost control skills
People management skills managing and monitoring performance
Conflict management skills
Communication skills
Stress management skills
Time management skills (specifically the ability to prioritise)
Leadership skills
Other information
Reference No:
SOS/INF/MM/01
Position Type:
Permanent
Affirmative Action:
Open to All
Salary:
Additional:
Drivers licence and own transport
Flexible working hours
Pressurized deadline driven environment
Work directly with customers
Applications close 14 Jul 2009.