Regional Manager: Western Cape at Cell C

Job Description

• At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional as a Regional Manager: Western Cape, to join a dynamic team of #Unstoppables.

Purpose of the Job:

• Translate and execute the divisional strategy and business plan for growth and performance of all Sales Channels in the division ensuring alignment and consistency with corporate strategy and products and services offerings
• To direct and take responsibility of the development of new business for the organisation to ensure growth and progress therefore boosting the profits and efficiency of the division
• To manage, direct and take responsibility for the division by implementation of the defined business plan, route to market strategies for growth and performance, ensuring alignment with the Commercial & Retail Operations, Marketing, Corporate Strategy, Products and Service offerings
• Accountable for the achievement of sales revenue and acquisition targets on a consistent basis and in line with defined sales budgets for the division
• Ensure achievement of sales revenue and acquisition targets on a consistent basis in line with defined budgets and the setting of channel and divisional specific KPIs and performance targets
• To ensure the division is effectively self-sufficient in order to reach overall Business Objective performance targets
• Establish, develop and manage new business opportunities and relationships in new areas including current sales channels but not limited to Retail Channels, Government, SME, Corporate and Main Market while ensuring alignment with corporate strategy and growth objectives
• Lead implementation programmes and initiatives to deliver continuous improvements in the end-to-end customer experience to increase customer loyalty, advocacy and life-time values ensuring timely resolution of customer issues within SLAs and customer expectations and a consistent customer experience across all touch points
• Lead and oversee new and current marketing activities for improving acquisition, driving cross and up-sell opportunities and improving retention
• Lead and oversee the field marketing activities in the division and areas ensuring performance, increased visibility and equity of the Cell C brand, improved reporting, improved relationships with all stakeholders leading to increased growth in the target markets

Main Responsibilities

Functional Leadership

• Develop Functional Business Plan for the division from Corporate Strategy and the Business Objectives
• To lead and execute activities of various functional areas within the division having overall responsibility of implementing and maintaining policies and procedures within the divisional operations
• Provide leadership that supports successful execution of the corporate strategy across the division
• Execute strategic planning and operational activities to ensure to meet the agreed SLA’s and OLA’s with Business and Cell C
• Maintain alignment and communication with all other divisions
• Lead the division in delivering significant projects that are key to the operational plan of the company

Strategy and Operations

• Manage all sales teams and subordinates & Marketing budget which includes supplier/trade partner sponsorships
• Provide significant input around divisional specific customer and channel partner requirements to help define the wider marketing campaign strategy and plans
• Understand divisional specific requirements e.g. demographic, household income, trade focus, holidays etc. in order to effectively provide intelligence on divisional preferences and execute divisional channel marketing
• Work closely with the sales channels in order to support specific sales campaigns, or initiatives to drive customer acquisition/retention by executing divisional specific channel marketing activities (e.g. promotional stands, events, divisional sponsorships etc.) which are in line with a wider marketing campaign strategy
• Work closely with Channel, Sales & Retail Operations to ensure alignment between divisional channel marketing activities with the roll out of associated marketing collaterals and point of sale material in store
• Ensure alignment with channel partner’s operational and promotional cycle in order to plan the roll-out of divisional channel marketing

Sales & Marketing Leadership

• Translate and execute the divisional sales & marketing strategy in support of the overall commercial growth strategy to achieve the sales revenue target
• Provide strategic sales and marketing implementation strategies through acquisition of profitable customers in the relevant target channels and developing strategic channel partnerships
• Ensure achievement of divisional sales revenue and acquisition targets on a consistent basis and in line with the national Sales strategy
• Understand the divisional SME/Corporate/Government markets and oversee the development of new business opportunities, including new accounts and new partners while ensuring alignment with the overall strategy
• Grow and establish the SME/Corporate/ Government segment function, growing the customer base execution of account management and tailored business solutions for the segment

Marketing

• Provide significant input around divisional specific customer and channel partner requirements to help define the wider marketing campaign strategy and plans
• Ensure new store launch plans are in lie with best practice retail strategies to gain market share from the onset
• Understand divisional specific requirements e.g. demographic, household income, trade focus, holidays etc. in order to effectively provide intelligence on divisionally preferences and execute divisional channel marketing
• Work closely with all sales channels in order to support specific sales campaigns, or initiatives to drive customer acquisition/retention by executing divisional specific channel marketing activities (e.g. promotional stands, events, divisional sponsorships etc.) which are in line with a wider marketing campaign strategy
• Define and execute divisional activities aimed at customer growth in line with overall Marketing campaigns
• Control the divisional Sales & Marketing budget, including any supplier/trade partner sponsorships
• Manage the divisional brand presence & events calendar
• Actively represent Cell C at trade shows and events to identify new business opportunities
• Lead the development of industry focus to establish Cell C as a preferred service provider

Channel Management & Field Marketing

• Manage the relationship with the Head Offices of Channel Partners located in the division in conjunction with Key Account Managers and Channel Heads
• Manage the relationships and performance management of the all sales channels and key accounts, implementing a consistent scorecard, KPI monitoring sales/service targets and providing training support where required
• Manage the field management contract by the SLA in the division to compliment the divisions performance and meet KPIs
• Work closely with Channel, Sales & Retail Operations to ensure alignment between divisional channel marketing activities with the roll out of associated marketing collaterals and point of sale material in store

General Business Leadership

• Manage sales teams within the division to boost sales campaigns via divisional channel marketing and trade activations
• Drive sales within Division to achieve intense market penetration
• Identify, develop and direct the sales and marketing implementation for solutions for divisional specific activities.
• Lead and development sales by actively exploring and analysing potential new market opportunities
• Responsible to maintain a high level of effective relationships with customers by nurturing relations
• Responsible for providing decision support, providing insight into the performance of the division, monitoring and controlling spend and reporting financial and operational results

Lead Operational risk, compliance and asset management

• Lead, direct and take responsibility for the Business Support activities within the division including finance, administration, facilities, logistics, quality and risk as well as security
• Ensure there is adequate controls are in place as per best practice risk and compliance from an enterprise risk framework perspective throughout all the channels(1st, 2nd and 3rd line of defense)
• Educate and teams and subordinates by establishing rapport in the areas of new business development, territory management, emerging products, multi-product sales, profitability, improved presentation strategies, competitive strategies, proper use and level of sales support, management of expenses, business/financial issues and company reputational axis
• Perform a central leadership communication role between Commercial, Operations and the divisions to escalate, and resolve business decisions needed to improve business performance and minimise risk and improving compliance
• Maintain a high standard of compliance, effectiveness and efficiency
• Adopt a zero tolerance to risk
• Create a culture of ownership which embraces minimal shrinkage and no cash losses
• Maintain, control and account for all the company assets including and not limited to organizations vehicles, cash, stock employees etc.
• Ensure an effective and adequate stock turn and limit aged & redundant stock

Health and Safety Management

• Enforce Health and Safety training and procedures
• Manage and ensure compliance to environmental requirements
• Act as16.2 according to the Health and Safety Act.
• Manage divisional conformance to Cell C quality standards.
• Implement Cell C quality standards
• Responsible for ensuring proper use of company equipment
• Manage, identify and minimize Cell C’s exposure to operational risk within the divisional

Customer Care and Experience – through a customer centric environment

• In conjunction with Customer Experience, develop a world-class customer centric experience conducive to implement within the Area, taking into consideration the LSM, geographic, language and requirements of the customer
• In conjunction with Customer Experience Division develop and drive the Cell C Customer Experience journey
• Manage and drive all customer experience platforms with the areas responsibility
• Ensure timely resolution of divisional customer issues within SLAs and customer expectations
• Ensure consistent customer experience across all touch points
• Ensure the effective operational management of the Walk-in Centers
• Drive the Customer Centric Experience performance within the store to ensure first world customer care experience
• Ensure the divisional Sales Managers and Area Managers adapt the Customer Centric Experience mindset and therefore lives and delivers this experience daily within their stores
• Drive all subordinates to resolve all customer queries before SLA expectations
• Build a culture of ownership to resolve all customer queries
• Ensure consistent customer experience across all touch point
• Create and maintain productive relationships with internal and external clients by providing advice and assistance
• Create understanding of the ‘real’ versus ‘perceived’ need through, experience and expertise while complying with company policies, legislation and regulations
• Keep all clients informed about progress through written communication, telephone communications and/or face to face meetings
• Build a positive image by exceeding client expectations at all times
• Treat internal and external customers fairly at all times

Forecast, Cost, Budget Control & Profit

• Assist the Executive with the forecast of future OPEX and CAPEX expenses for the division
• Manage the yearly OPEX and CAPEX for the division.
• Prepare, control and administer the yearly budgets for the Operations department
• Develop and implement policies to achieve savings
• Manage cost tracking and variation reports
• Approve expenditure for the department
• Maximise cost efficiencies across the business units function
• Evaluate operating model design and delivery
• Evaluate sales and distribution channels
• Evaluate and develop expansion strategies to improve profitability
• Scale down unprofitable operations
• Enable current and future drivers of retail banking profitability
• Drive branch profitability
• Make recommendations for budget-affecting change requests
• Approve expenditure for the department
• Monitor cost tracking, reconciliation and variation reports.
• Ensure budget cost saving practices and propose recommendations for budget-affecting change requests
• Oversee OPEX costs from vendors and suppliers.
• Inform Management timeously of potential over-spend
• Achieve target budget

Staff Management

• Recruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
• Lead, manage and recruit senior employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
• Conduct performance appraisals
• Establish and evaluate Key Performance Indicators
• Establish, evaluate and guide the department’s Employee Performance Management programme
• Develop and maintain a comprehensive set of KPIs and/or SLAs against customer acquisition, revenue, cost per sale etc
• Provide an advisory, support and mentorship function
• Initiate the appropriate Labour Relation action required within section

Minimum Qualifications

• B Com - Sales & Marketing, Business Management, Operations, Business Innovation or a National Higher Diploma in Sales / Marketing

Experience

• 10 + years’ experience in General Management – From a commercial prospective, running successful sales generating revenue and from a technical prospective
• 5 + years of Senior Leadership / Management experience
• Telecommunication / Customer Services
• Thorough understanding of strategic business impact of key business.
• Project management skills to execute multiple Operational projects.
• Proven track record of generating and improving revenue
• Experience of commercial policies and processes and the ability to align them operationally within the division
• Experience in developing Business Cases, financial modeling and feasibility studies