Channel Support Consultant at Lesaka Technologies

ROLE PURPOSE

• The Channel Support Consultant is the primary day-to-day relationship owner for a defined retail group. The core mandate is to ensure that every store within the portfolio knows where to find VAS products, how to present and sell them through in-lane services, and how to process them correctly at the till point.
• This is not a growth or sales role — growth is owned by the Enterprise Growth Manager. This person's job is to make sure the retailers are equipped, enabled, and supported to execute.

KEY ACCOUNTABILITIES
Field Training & Store Activation

• Conduct regular in-store visits across assigned retail group locations nationally.
• Train store supervisors, managers, and owners on where to find VAS products within the in-lane service environment.
• Ensure store staff understand how to present, sell, and process VAS at the till point confidently and correctly.
• Develop and deliver simple, practical training sessions tailored to store-level needs and existing knowledge gaps.
• Ensure new store onboardings are completed to standard and signed off.
• Re-visit stores where execution gaps have been identified to confirm training has taken effect.

Data Review & Performance Analysis

• Review store-level VAS transaction data on a rolling 6-month basis (and shorter windows where required).
• Identify volume trends, anomalies, drop-offs, and performance gaps at store and terminal level.
• Distinguish between system/technical issues and human error — and escalate accordingly.
• Prepare clear, concise store performance summaries for manager and supervisor feedback sessions.

Error Identification & Corrective Feedback

• Investigate root causes of VAS errors (declined transactions, incorrect processing, low activation rates).
• Provide structured, constructive feedback to store management on how to correct human-error-related issues.
• Track whether corrective actions have been implemented and measure the resulting performance improvement.
• Feed recurring error patterns back to internal teams for systemic resolution.

Retailer Relationship Management & Escalations

• Serve as the dedicated point of contact for assigned retailers via email, phone, and in-person.
• Manage retailer queries, complaints, and escalations in line with agreed SLA protocols.
• Escalate unresolved technical, commercial, or operational issues to the relevant internal teams promptly.
• Maintain a log of open issues and ensure timely resolution and communication back to the retailer.
• Build trusted, long-term relationships with store-level and regional retail contacts.

Growth Manager & Internal Stakeholder Engagement

• Act as the critical feedback loop between the store floor and the Enterprise Growth Manager — this person is the eyes and ears on the ground.
• Provide the Growth Manager with structured, regular feedback on how stores are performing, what recurring issues exist, and where execution is breaking down.
• Surface retailer sentiment, competitive observations, and operational blockers that could inform commercial strategy.
• Engage with the Growth Manager at a service and account level — not just operationally — to ensure alignment on what the retail group needs vs. what is being delivered.
• Meet with the Marketing team monthly to identify in-store branding and visibility opportunities across the retail portfolio.
• Collaborate with Marketing on activations, point-of-sale material, and in-lane branding that drives VAS awareness and sell-through at till point.
• Flag stores or regions where marketing support could have the greatest impact on execution and customer awareness.

VAS Product Knowledge

• Maintain a thorough, up-to-date understanding of Lesaka's full VAS proposition — this is non-negotiable for the role.
• Airtime & Data: understand the product range, network partners, pricing tiers, and how airtime is sold and processed in-lane.
• Vouchers (e-Vouchers): understand the voucher ecosystem, redemption process, retailer responsibilities, and common processing errors.
• Electricity (Prepaid): understand the prepaid electricity purchase and dispensing process, compliance requirements, and common customer queries.
• Bill Payments: understand the bill payment categories supported, how transactions are initiated and confirmed, and retailer obligations.
• Be able to confidently explain any VAS product to a store manager, supervisor, or till operator in plain, practical language.
• Stay current on product changes, new offerings, or process updates and proactively communicate these to the retail group.

Reporting & Internal Collaboration

• Provide weekly updates on store visits, training completed, issues identified, and resolutions.
• Collaborate with internal data, operations, and commercial teams to resolve retailer issues.
• Contribute to monthly account reviews with the Head of Commercial.
• Maintain accurate visit logs, training records, and retailer interaction notes in the CRM or tracking system.

QUALIFICATIONS & EXPERIENCE
Education

• Bachelor's degree or diploma in Commerce, Business, Marketing, or related discipline (Advantageous).
• Relevant field operations, retail management, or customer success certification (Advantageous).

Essential Experience

• 6+ years experience in a field-based customer support, account management, or retail operations role.
• Proven experience conducting training or coaching sessions with frontline retail staff.
• Comfort working with data — ability to read transaction reports, identify trends, and translate findings into plain language.
• Strong interpersonal and communication skills — able to build rapport with both store floor staff and senior retail management.
• Self-directed and disciplined — able to manage a national travel schedule with minimal supervision.
• Proficiency in Microsoft Excel / Google Sheets for basic data review.
• Valid driver's licence and willingness to travel nationally.

Advantageous Experience

• Prior experience in fintech, payments, telecommunications, or VAS / prepaid services.
• Familiarity with e-voucher, prepaid utility, airtime, or bill payment products.
• Experience using a CRM system (Salesforce, HubSpot, or similar).
• Exposure to retail group environments (franchise, independent, or chain retail).

CORE COMPETENCIES
Retailer & Relationship Management

• Ability to build trusted, lasting relationships with store-level and regional management. Comfortable navigating diverse retail environments across a national portfolio.

Training & Knowledge Transfer

• Skilled at translating product and process knowledge into practical, accessible training for frontline retail staff. Patient, clear, and consistent communicator.

Analytical Thinking

• Ability to review store-level data, spot patterns and anomalies, and turn findings into actionable feedback — without needing a data or finance background.

VAS Product Fluency

• Deep working knowledge of Lesaka's VAS product suite — Airtime, Vouchers, Prepaid Electricity, and Bill Payments — with the ability to explain each to any audience.

Escalation & Issue Management

• Structured approach to managing open issues, escalation protocols, and SLA adherence. Keeps retailers informed and internal teams accountable.

Stakeholder Communication

• Clear, professional communicator — both in writing (email, reports) and in person. Able to adapt tone and style for store floor staff, retail management, and internal teams.

Self-Management & Discipline

• Highly organised, manages own time and travel schedule effectively. Proactively identifies what needs doing without waiting to be directed.

WORKING CONDITIONS

• Field-based role with regular in-store visits across South Africa — national travel is a core requirement of the position.
• Regular engagement with store supervisors, managers, and retail group leadership.
• Weekly internal reporting and monthly account review with the Head of Commercial and Growth Manager.
• Monthly engagement with the Marketing team.
• Ongoing coordination with the Enterprise Growth Manager and internal operations teams.