Commercial Operations Manager - Umhlanga at Ignition Group

Description

• This role is accountable for the overall commercial and operational performance of the Local Business Units within our commercial team

Performance Management

• Ensure monthly business unit and campaign performance forecast and budget targets are met.

Strategic Planning

• Ensure required service agreements and resources are in place to secure operations and performance according to business needs.
• Contribute to the creation of the forecast strategies and ensure the implementation the assigned actions in the area of responsibility.
• Benchmark performance with other campaigns and business units, as well as the contact centre industry in general in order to get best practice ideas for further improving performance.

Business Service Strategy

• Service delivery management.
• Relationship management and the management of business initiatives and projects.
• Daily reporting to client of previous day’s trade.
• Biweekly wall boards of sales and data dispositions.
• Weekly reporting of all sales and non-sales for the week, including data dispositions, including contactability.

Deal and Affiliate Management

• Facilitating the monthly deal change over process for the Local Business Units within our commercial team

Reporting

• Prepare and present daily reporting to Distribution executive team on campaign performance.
• Prepare and present weekly feedback to Distribution executive team on the prior week’s and month to date performance.
• Analyse data and report on trends and anomalies within each segment of the business unit. Must be able to communicate specific understanding of key levers that positively and negatively affect the achievement of targets.
• Create and maintain operational plans on a weekly basis using Power BI.

Relationship Building

• Ensure a customer focused culture in all engagements.
• Ensure the building of business competence by supporting managers in setting and achievement of strategic goals.
• Build relations with internal and external stakeholders to gain and share experience and knowledge essential to achieve optimum performance. Apply an attitude of questioning, understanding and collaborating with all areas of the business, to ensure delivery of targets, specifically; Operations, Data Operations, Contact Centre Managers, Commercial Heads, Billing and Digital Marketing.

Requirements
Skills and attributes:

• Strong commercial acumen and business understanding
• Ability to manage internal and external customer and team relationships
• Ability to lead and manage resources without formal authority or within a matrix environment
• Excellent written and verbal communication skills
• Excellent numeracy skills
• Conceptual understanding of commercial pricing
• Organised with ability to meet deadlines for projects collaborating with a variety of different stakeholders

Education and training:

• Bachelor’s degree in Finance, business, or commercially orientated field of study
• Advanced Excel

Experience:

• 3 - 5 years’ experience within; Telecommunications , Operations or similar Commercial industries
• Significant experience with market research and negotiation
• Demonstrated experience liaising with clients and suppliers
• Have a thorough understanding of the outbound/sales contact centre environment (end-to-end), as well as digital marketing and demand creation inbound sales
• A proven history of successful leadership