Area Manager Sales at MultiChoice

Purpose of the Position:

• To provide regional leadership, guidance and operational management of the team to enable and oversee the implementation and achievement of commercial strategic objectives.
• To ensure the regional delivery of the holistic customer experience is consistently maintained through Sales and after Sales service activities, informed by localised strategies.
• Regional partner relationship management and development.
• Ensure compliance to national sales direction and brand positioning.

Key Performance Objectives
Strategy Development and Execution

• Provide operational implementation and oversight, in the region, for the Consumer Sales and Connected Services Strategies whilst supporting ancillary business functions of billing collections, customer service and DCI support
• Ensure all the strategic and operational promotions are delivered successfully and in-line with Marketing and Brand standards and within budget using the different touch points in the region to achieve the sales and brand objectives

Operations Management

• Review and ensure all operational processes and procedures are efficient and effective; support the operational objectives and are in line with the Multichoice Group Policies and Procedures.

Customer Service & Support

• Manage and monitor metrics for the region for continuous improvement on customer experience and service delivery and provide frequent communication and feedback for sales and connected services departments
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.
• Through networking and business development recruit future 3rd party partners and ensure they sign the relevant contract in line with the Multichoice Group standards and set objectives, in-line with national strategy & direction
• Engage and keep the Agencies, Installers and other 3rd party stakeholders updated on developments on trade; customer experience and service offerings.
• Ensure each Agency performance is monitored and adheres to the set operating customer service standards and meets- the set service levels as per their contractual obligation.
• Oversea management of Agency Principle Relationship via Performance Partner Team
• Ensure Banking SOP’s are properly adhered to in Agencies, with daily oversight of regional banking functions.

Sales

• Lead the achievement of the regional sales target for Consumer Sales, for both Decoders and Accessories sales
• Operationally drive Retail Marketing methodology to promote sell out and maximise in-store brand experience
• Lead the regional sales effort including the primary responsibility to maintain healthy customer relations with key independents retailers
• Adopt and where appropriate customize the sales plan to the region’s capability and characteristics from the market research/trends analysis and ensure the plan is implemented and the objectives are met.
• Ensure that all regional touch points have the required levels of stock at hand and escalate inventory concerns to demand management team.
• Operate Sales Demand Run Rate planning for regional key accounts.* Support Group Marketing outdoor promotions and event executions to promote DStv sales and services.
• Provide regional oversight and support to DStv Business Sales Team In-direct relationship)

Business Development and Stakeholder management

• Provide operational implementation and oversight, in the region, for the Consumer Sales and Connected Services Strategies whilst supporting ancillary business functions of billing collections, customer service and DCI support
• Ensure all the strategic and operational promotions are delivered successfully and in-line with Marketing and Brand standards and within budget using the different touch points in the region to achieve the sales and brand objectives
• Manage regional sales performance of all physical touchpoints for Decoder and Accessory sales
• Provide Key Account Management support direct to large independent retailers and regional distributor offices.
• Manage DStv over Fibre Sales and project management, reporting indirectly to the Fibre National Sales Manager/ Connected Services Manager
• Responsible for SAT/IP sales for the territory
• Contribute to high band readiness effort for MUD’s by mapping market and facilitating solution for affected property stakeholders.
• Ensure operational Service delivery of all service touchpoints through the management and mentorship of performance consultants.
• Interface with existing agency principals and retail partners to solidify mutual expectations of performance and growth.
• Ensure each 3rd party stakeholder gets the necessary attention; support and exposure to enable them to contribute and deliver on the business objectives.
• Open business development dialogues with existing distribution and 3rd party service partners for continued expansion as well as acquire new business with potential 3rd party stakeholders.
• Facilitate and oversee Agency accreditation, data integrity and on boarding into the Multichoice service delivery standards.
• Provide quarterly results assessments of sales and service actives per individual touchpoint and continuously align and leverage on the 3rd party unique characteristics, to meet strategic objectives.
• Implement Device Run Rate Management reports and process for regional DStv Agencies, Key Independent retail and Installer Accounts and integrate in larger demand planning process.
• Recognise the deserving agencies and deal with the poor performing agencies accordingly.
• Monitor income and expenditure from the day to day business operations of each 3rd party stakeholder and ensure the it is profitable and worthwhile partnership.
• Ensure the strategic and operational promotions are delivered successfully and in-line with Marketing and Brand standards, for the relevant touchpoint segment.
• Ensure that the different touchpoints have the required levels of stock at hand and stock forecast meet the anticipated future demands, as per trends analysis of each touch point.
• Ensure all contractual obligations are adhered to, to foster efficiencies and delivery of set targets.
• Facilitate and ensure all 3rd party stakeholders are upskilled and understand their respective product and service offerings for effective customer service delivery.
• Protect the company resources from abuse by any stakeholder and ensure that all assets loans to the agencies are well kept and accounted for.

People Management

• Oversee the activities of the direct reports
• Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Create effective workforce to ensure that current and future business requirements can be met.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications & Experience

Essential

• A degree in Business/Operations/Sales Management or related.
• Registered Key Individual
• A minimum of 5 – 8 years’ experience in Sales Operations or Similar role

Technical Competencies

• Negotiation
• Sales Management
• Budget Management
• Stakeholder Management
• Researching

Behavioral Competencies

• Strategic Thinking
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching