Internet Sales Operations Manager at MultiChoice

Key Performance Objectives

Tasks

Strategy Support

• Provide operational implementation and oversight, in the region, for the DStv Internet Sales Strategies
• 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.
• Provide Operational Support to Product Management & Strategy as an operational expert for DStv Internet.
• Ensure operational alignment across DStv Internet Marketing campaigns to ensure efficient seamless implementation of all campaigns.

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.
• Ensure all support services are aligned with the operational objectives of DStv Internet.

Customer Service & Support

• Support the daily operational requirements of the DStv Internet business.
• Ensure vendor SLAs are adhered to.
• Ensure that the DStv Internet strategic objectives are aligned throughout the relevant touchpoints within Multichoice.
• Foster a customer centric culture by ensuring service levels are maintained on the recommended ranges through managing staffing, training, scheduling etc.
• Manage and monitor metrics for continuous improvement on customer experience and service delivery and provide frequent communication and feedback to team members and Senior Internet Sales Manager.
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.

Sales

• Support the sales plan to achieve the business plan for DStv Internet
• Assist in maximising the DStv Sales engagement touchpoints for Digital, Voice and F2F through supporting an Omni-Channel approach.
• Drive sales across these touchpoints collaborating with the appropriate touchpoints stakeholders to encourage focus and support for the DStv Internet business.
• Provide input into the Demand Planning Forecast for DStv Internet CPE equipment and SIM Cards to meet the sales growth objectives whilst performing within the stock holding policies.
• Collaborate with CII to develop the reporting requirements and appropriate tools to manage the Sales function for DStv Internet.
• Ensure the necessary reverse logistics and returns process are implemented via resellers to honour MultiChoice’s CPA and consumer warranty obligations, always promoting excellent customer service.
• Support the Repair path approach for the DStv Internet CPE equipment.
• 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.
• Collaborate with the Regional Sales Operation structure to drive DStv Internet Sales & support imperatives.

Budget Management

• Keep account of the allocated budget and ensure all expenditure has justifiable value add.
• Practice vigilance in new project spend and ensure there is positive operational impact from such expenditure.

Stakeholder Management

• Collaborate with the Device \ Channel Management function for the development of Sales tools, such as Trade Presenters, Floor Sales training guides, FAQ’s and all support function required educational material.
• Partner with the retail merchandising function for the development, distribution, merchandising of Point of Sales & retail assets supporting the Sell Out promotion of DStv Internet.
• Work with the Sales & Distribution function to ensure the smooth processing and compliance to SLA of the warehousing and delivery SLA’s for DStv Internet B2C.

Qualifications

Essential:

• A post graduate degree in Business/Operations/Sales Management or related.

Experience

• A minimum of 5-8 years’ experience in Sales Operations or Similar role
• 2 Years experience at management level
• Appropriate experience in Telco/ Mobile Networks or Consumer Electronics

Technical Competencies

• Operations Management
• Sales Management
• Budget Management
• Stakeholder Management
• Demand Planning
• Inventory Management
• Product Management
• Data Analysis
• Pricing and Revenue Management
• Customer Relationship Management