Supervisor - Trade Partner Commercial Operations SA at MTN

JOB DESCRIPTION

Mission/Core purpose of the Job

• To implement plans, controls and standards for optimum performance and alignment with strategies.
• To provide day-to-day management, support and guidance to the Channel Representatives in the assigned portfolio or region.
• To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close to the customer.
• To ensure alignment in the stores of Planning and Promo Analysis and Integration Strategies.
• To ensure efficient distribution of MTN’s Consumer BU products throughout the assigned territories.

Context (Global influences, environmental / industry demands, organisational mission etc.)

• 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 industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• 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
• Participative environment – highly diverse and team-focused 

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Sales Operations Planning and Control

• Provide input into the long-term plan (1-2 years) for the assigned portfolio or region that results in targeted growth of market share within Consumer BU, and MTN as a whole.
• The provision of innovative solutions and service excellence to ensure effective sales and promotions of product in store
• To understand, anticipate and capitalise on changes in consumer behaviour
• Drive relationships with stores, Channel Representatives and external stakeholders
• To achieve measurable results in Sales
• Ensure that teams effectively plan the installation and replacement of visual and point of sale merchandising requirements into standardised processes, policies
• Consider local conditions, as well as competitor activity to create competitive advantage
• Ensure that systems are streamlined to reduce cost to the business, constantly looking for smarter and cost effective ways to support the business.
• Ensure consistent merchandising and store layout in owned and non-owned stores, retail stores, distributors and wholesalers collaborating with Marketing for look and feel and with Regional Branded Manager, Informal Regional Manager and Retail Sales Manager for design elements where necessary
• Plan, procure and distribute stock from suppliers based on needs to appropriate outlets, ensuring procurement procedures are accurately and timeously followed, that all stores have sufficient point of sale material and that they are properly positioned.
• Assist in planning and facilitating the implementation of the visual policy and guidelines throughout the Consumer BU to support corporate identity.
• Continue to investigate visual merchandising trends within the market place and recommend enhancements.
• Ensure implementation of defined merchandising requirements (prepaid products and point of sale material) at touch point level.
• Ensure timeous and relevant merchandising related information goes out to all portfolios or regions
• Effectively lead and manage Channel Representatives within their portfolios or in the regions
• Contribute to the development of effective risk management for merchandising levels and availability, identifying trends / patterns pertaining to store requests and needs.
• Ensure adherence and consistency of application to PPPs
• Deal with escalated queries from direct reports and ensure resolution.
• Make inputs with regard to the long term implications of action plans from a broad perspective
• Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
• Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix
• Understand, and implement innovate ways, and local requirements and action plans for the different portfolios in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.
• Ensure compliance of strategy to the Consumer BU Channels and implement remedial action for non-compliance
• Monitor competitor activity in the assigned portfolio or region and provide input into tactical counter strategy
• Channel Representative call cycle management
• Stores call compliance through regular audits
• Management of training targets as per the training calendar in your region
• Relationship building and maintenance
• Build and maintain relationships and maintain communications with all internal and external stake holders
• Maintain relationship with suppliers where necessary
• Follow up, respond to and escalate all queries
• Maintain good communication and relationships with other areas of Channel and business
• Report Generation
• Ensure regular feedback to management on all activities
• Provide inputs for the preparation of channel related process documents.
• Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.
• Complete reports on a daily/weekly/monthly basis as required by business.
• Budget Management             
• To provide input into the forecasting, planning and review of the budget for the region and to ensure costs remain within agreed budget at all times.
• Ensure all expenditure is in line with the agreed budget and governance processes.
• Ensure that systems are streamlined to reduce cost to the business, constantly looking for smarter and cost effective ways to support the business.
• Identify areas where money is lost and seek ways to reduce expenditure
• Identify opportunities to generate additional revenue.
• Customer Satisfaction
• Establish and build relationships with all relevant stakeholders (internal and external).
• Align service delivery to changing market conditions and channel requirements
• Understand customer needs and communicate them
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Drive continuous improvement as an important element of service delivery
• Deliver measurable results
• Handle escalated customer queries and follow up.

Key Deliverables 
Role Dependencies

• Ensure that all activities are culturally sensitive in the local areas.
• Job Requirements (Education, Experience and Competencies)

Education:
 

• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related 

Experience:

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

Competencies:

Head - Big Picture Focus (10)

• Analytical Thinker - Manages the alignment and execution of tactical activities
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

• Results Achiever - Drives team objectives and contributes to sustainability of results
• Operationally Astute - Organizes work to deliver on daily priorities and plans

Other:

Training:

• Procedures and processes
• Products and Services
• Systems training
• Project management
• Marketing
• Supervisory and management training

Authorities
As per MTN DOA

• Collaboration (Formal and Informal Relationships)
• Responsibility towards: who are they and what do they receive from the incumbent. 

Direct reports: Channel Representative 

Matrix reports: 

Key customers: 

• Key suppliers: Marketing, Training, HR, Finance and Procurement, IS, SPI 
• Relations, etc.: Suppliers, Supply Chain, Auditors