Head of Sales Enterprise Management at MTN

JOB DESCRIPTION

Mission/ Core purpose of the Job

• To develop and ensure that Sales strategies and frameworks contributing to the effective management of the business unit are in place, in order to drive business effectiveness with a strong focus on enhancing customer experience, setting and meeting Sales targets, and enabling effective distribution. Form the link between the customer and Internal people and processes. To drive the execution of sales strategies aligned to the greater MTN SA strategy, in order to drive revenue generation within the business and achieve sales targets for Supersonic.

Context 

• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ICT industry
• Total customer experience for the Supersonic brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

RESPONSIBILITIES

Strategy Development and Implementation

• Responsible to design, build, enable, manage, and control the business capabilities for the sales and distribution of all product propositions, aligned with all Channels to market.
• Provide direction, structure, business plans and support and ensure these are in line with the overall business strategy, divisional goals, and market needs and requirements
• Responsible for the execution of the sales strategy and accountable for the delivery of the Sales targets as per the Business plan
• Provide input into reviewing organizational activities and assist in recommending corrective actions if necessary.
• Contribute towards long-term forecasts and predictions (2-5 years), analysing trends and highlight areas of the business that may be developed further.

Sales Management

• Manage and maintain a team of account managers, business development managers, Sales agents and partners
• Manage and grow the Sales Call Centre capabilities, including fulfillment
• Oversee the ecommerce capabilities and end to end customer online journey for Supersonic
• Own and deliver key relationships with trade partners, negotiating, closing and managing all sales opportunities and deals as appropriate.
• Ensure completion of sales and distribution cycle to minimize duplication and ensure customer journey is optimal
• Liaise with Marketing and operations to ensure effective product/ support resource availability
• Liaise with Marketing and Learning and Development to ensure internal and external sales teams are trained and skilled to engage with customers and provision of effective sales.
• Establish and grow all Sales channels through strategic partnerships and staff mentorship
• Drive operational excellence and performance improvement, including development and implementation of appropriate sales and distribution tools, and liaise with support areas for the implementation.
• Develop and implement innovative promotional plans to ensure sales objectives are achieved, 
• Forecast product and hardware needs for Sales and Distribution and liaise with relevant areas to ensure availability, meeting industry turnaround times
• Track and optimise sales performance across all channels in terms of cost and revenue contribution, monitoring results and revising strategy while taking corrective action.
• Manage costs to ensure compliance with budget forecasts and KPI’s.
• Alert stakeholders to potential opportunities and risks 

Relationship Management

• Manage, monitor and control customer-related system efficiencies, and the measurement thereof.
• Establish sound relationships with all stakeholders (internal and external) and ensure effective delivery for retention and excellent customer experience.
• Oversee the establishment of SLA’s with suppliers and internal stakeholders, including Sales and Distribution channel partners and internal support areas, and manage the output. Report on delivery and sustainability.
• Maintain a thorough knowledge of commercial terms of agreements with partners and management thereof.
• Align service delivery to changing needs and ensure effective customer management within Sales and Distribution.
•  work with Marketing and Product to coordinate marketing and customer awareness drives.
• Adopt a proactive approach to prevent problems from arising in the future.
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
• Identify trends and patterns pertaining to customer requests and needs and filter the relevant information through to the department to continually improve all aspects of service delivery.

Collaboration / Coordination 

• Establish and maintain sound relationships with and liaise / communicate appropriately with Finance, Supply Chain and all the business functions in order to effectively manage the full Sales function  
• Ensure collaboration with other sub-divisions and departments to enhance key elements of the consumer sales journey
• Work collaboratively across the function to define implementation plans and deliver customer specific offers across various channels with a focus on channel efficiency and profitability, and customer retention and loyalty.
• Ensure team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Governance 

• Set up / participate in adhoc and operational meetings 
• Participate and provide direction into any matters affecting the full sales and marketing function 
• Report at process and functional level

Escalations

• Manage and resolve all sales escalations 
• Work with your colleagues on any cross functional escalations, at all times ensuring the customer is informed and escalation is resolved timeously. 

Business Unit Operational

• Control full sales reporting function to senior managers
• Set up and manage project status meetings
• Review and identify key risks, issues, and dependencies and set mitigation actions
• Manage budgets
• Sign off / make decisions regarding operational changes
• Represent supersonic at relevant internal and external sales opportunity meetings

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the MD
• Provide input into the review of all projects initiated
• Review key risks, issues, and dependencies and set mitigation actions
• Review the team’s performance against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced team performance
• Create and monitor plan for continuous improvement

 Reporting

• Report on a monthly and quarterly basis to management relating to all sales channels and progress made within the sales division in order to achieve targets
• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports.
• Report to the business and key stakeholders.

QUALIFICATIONS

 Education:

• Minimum of 4-year tertiary qualification in related field
• Masters advantageous 

Experience:

• 5 to 8 years’ experience in a global / multinational business environment
• Proven work experience as a Senior sales manager with a track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in planning and implementing sales strategies.
• Experience leading and directing sales teams across multiple sales channels
• Excellent written and verbal communication skills.
• Dedication to providing great customer service.
• Demonstrated commitment to getting the job done
• Proven ability to lead and coach a team towards success
• Experience in continuous improvement through the implementation of best practices
• Experience in leading change / transformation at an operational level advantageous