SUMMARY:
Our client, a leader in the Telecommunications industry, is looking for a Cluster Specialist for a 6 month maternity leave replacement contract. R200 per hour. Ideal candidate will come from MTN, Cell C, Vodacom and Telkom. To be based in Queenstown, Eastern Cape.
POSITION INFO:
Role purpose: The Cluster Specialist role is a hands on operational and tactical role that is responsible for strategically driving sales and service performance and business model compliance across segments and channels within their specified area of distribution (Cluster)
The role is accountable for building and maintaining relations with key stakeholders, which include trade and channel partners, the internal organisation and suppliers, to effectively support retail in terms of operational excellence in sales, marketing, service and customer experience.
Key accountabilities and decision ownership:
Sales Management
- Drive target related growth of sales and revenues through strategic implementation of marketing and sales activities within the Cluster against KPI’s
- Manage the enablement of sales across channels and stores
- Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
- Monitor and report on competitor activity and ensure gap closure through the development of competitor activity plans
Distribution and Marketing Management:
- Manage the distribution points in terms of products and services in the correct channel segments
- In conjunction with the Go-to-Market team, manage distribution channels within the Cluster
- Identify and report on strategic marketing events and activities to maximize sales and profitability for area of responsibility, and liaise with GTM team to facilitate CVM Campaigns, Promotions, Presence Branding, BTL activities and recommend ATL marketing opportunities within the Cluster
Customer Experience Management
- Achieve the tNPS across all relevant channels
- Close collaboration with Network Ops Team to develop consumer activities related to network deployment in Cluster in order to achieve Regional NPS Score
- In collaboration with Go-to-Market, support and manage performance across distribution points/stores by analysing, scores/data and opportunities to improve the Customer Experience
- Assist in closing of customer query escalations
- Plan, implement and manage recovery plans for underperforming stores within the cluster
- Measure, Analyse and Report on a monthly basis on key activities, findings , learnings and areas of improvement and identify opportunities to improve sales and service within retail that will positively impact sales and customer experience
- Provide executive management reports or other applicable or ad hoc reports that may be required
- Provide a range of reports to ensure that performance are measured and monitored on an ongoing basis against targeted deadlines
- Support the implementation of all Retail capabilities and ensure this is maintained at all times as part of BAU
Relationship Management
- Engage and manage the relationships with various stakeholders – Vodacom Head Office representatives, regional teams, business partners, channel partners, suppliers and store staff.
- Negotiate and collaborate to achieve the best results outcome that positively impacts customer experience (TNPS/Trade Partners, Channel Partners, etc)
- Assist Branded Stores with closure of customer escalation queries
Training Management
- Ensure adherence of all channels to training requirements and that all training has been completed prior to rendering services
- Drive and support Vodacom Academy on all training initiatives that need to be implemented and monitor performance
- Ensure consultant knowledge levels are of the recommended standards - Identify knowledge level gaps
- Drive key findings/learning with Vodacom Academy to ensure better and optimal knowledge levels in trade
- Drive usage of knowledge platform across relevant stores and channels
Field Management
- Ensure that targets are achieved via the associated system for Field Management
- Ensure the use of all applicable systems required to manage the channels
- Drive Red Flag closures and store query escalation .
- Adhere to weekly visits and monthly call cycle as planned.
- Effectively log and conclude property related escalations on behalf of Branded Stores
- Capturing and distributing minutes and action points of meetings held.
Key performance indicators:
- Achievement of specified Targets – revenue, market share, connections, tNPS/NPS , and operating model compliance
- Relationship Management
- Operational Execution
Core competencies, knowledge and experience:
- Sales Analysis
- Sales Driven
- Business development
- Retentions
- Build and maintain good relationships with Store Managers
- Assist the Store Managers to meet their targets
- Agile
- People skills
- Qualification: 3 year commercial qualification – National Diploma or a degree
- Industry: Telecoms
- Ideal candidate will come from MTN, Cell C and Telkom
- Work experience 3 to 5 years
- Strategy/Business/Operational Management within the Retail /Marketing/Sales/Service business area’s
- Strong planning, organising and multiskilling ability
- Effective conflict resolution and interpersonal skills
- Creative and innovative
- Excellent communication skills
- Analytical skills
- Problemsolving and decision- making
- Multiple stakeholder co-ordination
- Self-management and awareness
- Excellent follow-up and follow-through
- Good business acumen and ability to think holistically
- Customer centric and ‘can do’ culture
- Adapting and Responsive to Change
- Proactive use of initiative
- Exposure to dealing with various audience and levels internally and externally
- Proven Sales and Marketing track record
- ROI Analysis capability
- Budget Management
- Understanding of digitisation in retail
- Understanding of Agile way of working and methodologies
Must have technical / professional qualifications:
- Matric / Grade 12 with minimum 5 years relevant experience
OR
- 3 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent
- 3-5 years relevant experience in small business development, marketing or sales
- Work experience in the telecommunications industry
- 3-5 years’ experience within Retail or Business environment with exposure to (, Operating Model management, Projects implementation and monitoring, commercial and performance management ( essential) , stakeholders management ( highly beneficial)
- Drivers License EBO – Essential and own working vehicle
NB! This job is now closed. You can apply for other jobs by uploading your CV.
