Supervisor - Sales Area Commercial Operations SA at MTN

JOB DESCRIPTION

• To drive the implementation of the Branded Channel Regional Sales and Service strategy within MTN Shops, maximising MTN’s growth, profitability and market share in alignment with overall business strategy.
• To manage the delivery of the POS Shops sales and service action plans and the implementation of controls and standards for optimum performance and alignment strategy.

RESPONSIBILITIES

Input into Operational Planning

• Provide input into the long-term plan (1-2 years) for the MTN Shops in the region
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level
• Input into identifying ways to fine tune systems and methods of service and product delivery in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further

Internal processes

• Drive implementation of MTN policies, processes and systems at POS level, ensuring compliance with the set operational framework and monitor the execution thereof, making recommendations for corrective actions where necessary
• Identify and facilitate improvement opportunities and initiatives at system, process and procedural level to drive optimal and efficient sales and service levels
• Ensure that systems and controls are in place for optimal stock management and accurate forecasting at the shops assigned
• Ensure effective methods and standards are in place for delivery of Customer Experience as defined by MTN SA
• Identify, resolve or escalate business risks accordingly
• Alert stakeholders to potential regional opportunities and risks relating to MTN SA

Own Store Supervision and Sales Growth

• Coordinate and manage the activities of Shops in the assigned area region to ensure effective and efficient delivery of the Branded
• Channels Regional strategy, action plans and required customer experience
• Drive and ensure execution of initiatives and activities consecrated in the own shops regional action plan in the allocated regional area, adopting corrective action where applicable
• Ensure and facilitate implementation of promotional plans and materials as defined by MTN SA
• Manage and maintain account plans and targets for the assigned POSs
• Pursue opportunities to increase sales in the shops within the regional area scope
• Determine and drive implementation of the best methods to reach sales, revenue and churn targets as defined for the assigned regional area, following strategic, channel and regional guidelines
• Ensure that assigned stores' management understand objectives and targets and are able to achieve required service levels
• Permanently monitor the marketplace and proactively liaise with Regional Manager, Marketing and other Sales and Service areas to adapt plans when relevant
• Conduct and assist in the relevant analysis of market knowledge, trends and competitive information, escalating information to the business as required
• Provide input into forecasting of devices / P&S needs for the area and liaise with relevant areas to ensure availability
• Manage obsolescence in the POSs in the assigned area, ensuring sell through of product and stock
• Liaise with Regional Managers or other relevant areas to ensure effective POS materials availability
• Identify training needs and liaise with Regional Managers, Trade Partner Supervisor, Channel Representatives or other relevant areas to ensure sales teams are trained and skilled to engage with customers and provision of effective sales and service argumentation and tools.
• Propose innovative promotions for the assigned shops to ensure fulfilment of channel regional objectives
• Resolve issues/ queries and liaise with relevant areas within MTN to escalate issues/ queries, monitoring / resolving / escalating channel conflicts that arise.

Budget Management and Cost Control

• Provide input into the forecasting, planning, development and review of the budget for the assigned points of sale ensuring that it provides MTN with return on investment
• Communicate, monitor and control the annual budgets for the assigned points of sale, assisting to ensure optimal budget management and attainment of targets and reporting as necessary
• Control the financial planning and performance of the assigned shops, including forecasting, planning and managing cost of sales, to ensure compliance with budget
• Ensure effective cash management and efficient use of financial resources
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios
• Identify opportunities to generate additional revenue and minimise costs
• Report on achievement of monthly targets

Customer Satisfaction and Service

• Ensure the delivery of service excellence and customer satisfaction by the assigned shops as measured by CSI
• Ensure delivery on customer specific regional strategies at the assigned POS, in alignment with overall Customer Service strategies
• Understand customer needs and provide input into the development and fine-tuning of systems and processes accordingly
• Keep abreast of and pursue opportunities to increase sales and quality of service provided
• Contribute towards initiating change to continually improve all aspects of service delivery
• Assist in identifying trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Monitor customer-related system efficiencies, and the measurement thereof
• Adopt a proactive approach to prevent problems from arising in the future

Reporting

• Report on results for the assigned area (activity, budget compliance and customer/ stakeholders feedback) to the Regional Manager
• Ensure ongoing communication to critical stakeholders

QUALIFICATIONS
Education Standards 

• Minimum of 3 year Degree / Diploma in Commerce (Marketing / Communication) or related 
• Fluent in English and language of Country preferable

Experience 

• A minimum of 3 years of experience in an area of specialization, with experience of supervising others
• Experience working in a medium organization.