Cluster Specialist at Vodacom

Role Purpose

The County Specialist/FSC role is a hands on operational and tactical role that is responsible for 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 organization and suppliers. to effectively support retail in terms of operational excellence in sales, service, and customer experience.

Your Responsibilities Will Include

Sales Management

• Drive target-related growth of sales and revenues within the specified area of distribution (cluster)
• Manage the enablement of the sales processes across channels
• Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
• Monitor 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 with a focus area within the allocated cluster
• Identify strategic marketing events to maximize profitability for area of responsibility, and liaise with GTM team to facilitate promotions, presence branding and recommend ATL marketing opportunities within the clusters distribution

Customer Experience Management

• Achieve the tNPS and NPS targets across all segments and channels
• 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
• Operations Excellence and Reporting
• Manage store operational compliance via field services and associated systems
• Ensure policies are adhered to across distribution points/stores
• Ensure governance and adherence of retail operating model
• Plan, implement and manage recovery plans for underperforming stores within the cluster/region
• 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 impacts revenues , market share 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 agreed SLA’s and performance are measured and monitored on an ongoing basis
• Support the implementation of all Retail capabilities and ensure this is maintained at all time as part of BAU

Relationship Management

• Engage and manage the relationships with various stakeholders – Vodacom Head Office, regions teams, suppliers and stores
• Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, etc
• Serve as the first point of contact Branded stored for escalations assistance

Training Management

• Ensure adherence of all channel 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 the trades 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

Field Management

• Ensure that field targets are achieved via the associated system.
• Ensure the use of all applicable systems required to manage the channels e.g. OBI
• Drive Red Flag closures via the regional support structure/field teams.
• Ensure regional SLA targets are achieved by the Field team
• Adhere to weekly visits and monthly call cycle

Digital Management

• Ensure adherence and use of all digital capabilities, tools made available to render services
• Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions

The Ideal Candidate For This Role Will Have

• Must have technical/professional qualifications:
• Matric / Grade 12
• 3-year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent
• 1-3 years of relevant experience in small to medium business development ,marketing or sales
• 1-3 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)
• Work experience in the telecommunications industry ( beneficial)

OR

• Matric / Grade 12
• 3-5 years relevant experience in small to medium business development, marketing or sales
• 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)
• Work experience in the telecommunications industry (beneficial)
• Drivers License EBO – Essential
• Core Competencies, Knowledge And Experience
• Business/Operational environment within the in Retail /Sale/Service Industry

SLA Management

• Strong planning, organizing and multiskilling ability
• Effective conflict resolution and interpersonal skills
• Creative and innovative
• Excellent communication skills
• Analytical skills
• Problem solving 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 record

Closing date for Applications: 29 September 2022.