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Jobs in South Africa | Cluster Specialist New Job at Vodacom South Africa | June, 2019
Cluster Specialist
East London, Eastern Cape
Job type Full Time
Sector: Sales
256614
Posting date:14 Jun, 2019
Vodacom
is a Leading African Mobile communication company providing wider range
of communication services including mobile voice, messaging, data and
converged services to over 73.6 million customers. From our roots in
South Africa, we have grown our mobile network business to include
operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks
cover a total population of approximately 200 million people. Through
Vodacom Business Africa (VBA) we also offer business managed services to
enterprises in over 40 countries across the continent. Vodafone is the
majority shareholder of Vodacom and has a 65% share.
We’re
at our best when we lead and over the past 20 years, as the Company
that pioneered mobile in South Africa, Vodacom has achieved a remarkable
list of firsts. We’re immensely proud to be a leader in our field and
are 100% committed to continue trailblazing.
We
employ individuals who are as passionate about customers as we are. We
are truly Customer Obsessed which means that we are passionate about
exceeding customer expectations; work relentlessly to really understand
the customer; look at decisions through the customer’s eyes and take
personal accountability for the customer experience.
We have the below vacancy available in our organisation:
The H Band Cluster Specialist role is based within Consumer Business Unit, Eastern Region
The
role of the Cluster Specialist is a hands on operational and tactical
role that is responsible for driving sales and service performance and
business model compliance across segments and channels within their
specified area of distribution (Buffalo cluster)The H Band Cluster Specialist role is based within Consumer Business Unit, Eastern Region
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The role is accountable for building and maintaining relations with key stakeholders, which include trade and channel partners, the internal organisation and suppliers is to effectively support retail in terms of operational excellence in sales, service and customer experience.
Your responsibilities will include:
Sales Management
Drive target related growth of sales and revenues within the specified area of distribution (cluster)
Manage the enablement of the sales processes across channels
Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
Monitor competitor activity and ensure gap closure through the development of competitor activity plans
Distribution and Marketing Management
Manage the distribution points in terms of products and services in the correct channel segments
In conjunction with the Go-to-Market team, manage distribution channels with a focus area within the allocated cluster
Identify strategic marketing events to maximize profitability for area of responsibility, and liaise with GTM team to facilitate promotions, presence branding and recommend ATL marketing opportunities within the clusters distribution
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Customer Experience Management
Achieve the tNPS and NPS targets across all segments and channels
In collaboration with Go-to-Market, support and manage performance across distribution points/stores by analysing, scores/data and opportunities to improve the customer experience
Operations Excellence and Reporting
Manage store operational compliance via field services and associated systems
Ensure policies are adhered to across distribution points/stores
Ensure governance and adherence of retail operating model
Plan, implement and manage recovery plans for underperforming stores within the cluster/region
Measure, Analyse and Report on a monthly basis on key activities , findings , learnings and areas of improvement and identify opportunities to improve sales and service within retail that will positively impacts revenues , market share and customer experience
Provide executive management reports or other applicable or ad hoc reports that may be required
Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an ongoing basis
Support the implementation of all Retail capabilities and ensure this is maintained at all time as part of BAU
Relationship Management
Engage and manage the relationships with various stakeholders – Vodacom Head Office, regions teams, suppliers and stores
Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, etc
Serve as the first point of contact Branded stored for escalations assistance
Training Management
Ensure adherence of all channel to training requirements and that all training has been completed prior to rendering services
Drive and support Vodacom Academy on all training initiatives that need to be implemented and monitor performance
Ensure the trades knowledge levels are of the recommended standards - Identify Knowledge level gaps
Drive key findings/learning with Vodacom Academy to ensure better and optimal knowledge levels in trade
Field Management
Ensure that field targets are achieved via the associated system.
Ensure the use of all applicable systems required to manage the channels e.g. OBI
Drive Red Flag closures via the regional support structure/field teams.
Ensure regional SLA targets are achieved by the Field team
Adhere to weekly visits and monthly call cycle
Digital Management
Ensure adherence and use of all digital capabilities, tools made available to render services
Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions
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