Acquisition Manager: Fulfilment at Tracker Connect (Pty) Ltd

Introduction

• Tracker requires the services of an Acquisition Manager: Fulfilment in the Acquisitions Department situated at their Head Office based in Johannesburg. The Manager is responsible for implementing strategies that convert sales leads into contracts across both the Dealer and Business channels as well as drive revenue growth while ensuring the acquisition of new customers and the successful conversion of existing ones. The role is further responsible for lead conversion and ensuring that Business and Dealer Pre-Fit scheduling processes are optimised and completed within the defined Service Level Agreements (SLAs). The role must also ensure the smooth process of concluding changes in ownership with new customers.

Job description

• Define, implement, and take ownership of measurable performance metrics related to team engagement, productivity, and overall performance.
• Ensure full team compliance in terms of attendance, quality standards, and knowledge requirements.
• Identify and address any deviations from agreed Service Level Agreements (SLAs) and quality objectives.
• Drive continuous quality improvement through the implementation of targeted initiatives.
• Proactively evaluate and analyse turnaround times, and take corrective action on activities that fall outside SLA parameters.
• Work in close collaboration with other Acquisition managers, supervisors and staff in driving operational objectives.
• Drive sales fulfilment performance to support and exceed channel sales targets.
• Minimize friction in lead capture accuracy and streamline the associated processes.
• Design and implement purpose-fit incentive campaigns and programmes in accordance with company policies and procedures.
• Oversee lead administration and contract piloting in alignment with agreed Service Level Agreements (SLAs).
• Lead Monthly Business Reviews and deliver actionable insights to stakeholders to support informed decision-making.
• Continuously drive strict adherence to all identified risk related matters
• Ensure strict adherence across the department with all relevant statutory regulations and requirements (POPIA, NAEDO, Debi Check, CPA, PASA,ISO9001 etc.)
• Share responsibility of updating and managing the QMS system for area of responsibility to contribute to the overall quality of the department. 
• Manage, monitor and control quality assurance conduct regular calibration sessions, audits and reconciliation.
• Responsible for determining relevant best practices to create efficiencies in every process
• Drive the implementation of compliance with policies and procedures aimed at strengthening the Tracker reputation and stakeholder interface.
• Manage partnership level relationships directly to ensure mutually beneficial working conditions across Tracker’s internal and external functions and partners.
• Provide insight of a strategic nature to senior leadership within areas of expertise.
• Work in close collaboration with the Outbound team to ensure fitment conversions are implemented in line with targets and standards.
• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for growth and development.
• Foster a culture of continuous improvement.
• Empower team members to take ownership of their work and make decisions within their area of expertise by delegating tasks appropriately.
• Support of business revenue growth objectives by developing and implementing strategies to meet or exceed sales targets.
• Evaluate the financial impact of proposed solutions by analysing potential cost savings or revenue increases associated with various initiatives to ensure they
• deliver a positive return on investment.
• Track and report on the ROI by regularly assessing the financial benefits achieved compared to the resources invested within scope of control.
• Identify and assess financial risks through creating an awareness of potential financial risks associated with project delays, technology implementation costs etc. and develop mitigation strategies.

Minimum requirements

• National Diploma in Sales, Business Management and/or Administration; Marketing or a related field NQF 6.
• RE5 qualification is advantageous.
• At least 8 years general experience, of which 3 years must include managerial experience. General experience must include: 3 Years Contact Centre Management experience in a sales or contract administration Contact Centre.
• Experience in managing diverse sales teams to achieve company targets and objectives.
• Good working knowledge of Contact Centre processes, procedures, analytics and reporting methods.
• MS office suite proficiency (MS Word, Excel, PowerPoint).
• Proven proficiency and knowledge of the latest methods and strategies to improve customer services and customer experience within a contact Centre environment

Behavioural competencies:

• Relationship Management
• Tactical Thinking
• Business/Commercial Acumen
• Analytical Skills
• Customer Service Orientation
• Teamwork
• Result Orientation
• Problem Solving
• Value Orientation
• Leadership skills
• Communication Skills (Verbal & Written)
• Conflict Management

Fit to Tracker Culture

• Care
• Accountability
• Respect
• Excellence