Specialist: Branded Channel

• Drive target related growth of sales and revenues within the specified branded channel
• Third line escalation from trade partners (customer queries) – ECLO
• Manage the enablement of the sales processes across the branded Channel
• Ensure implementation and success of new products and services and identify opportunities to drive product awareness
• Monitor competitor activities and ensure gap closure through the development of competitor activity plans
• Find partnership opportunities to leverage on the expected KPIs
• Plan, organise and monitor activities to fulfil the required KPIs
• Ensuring all required training is completed by the stores in the channel
• Prioritizing customer experience in all activities carried through the branded channel
• Manage the distribution points in terms of products and services in the correct channel segments
• Identify strategic marketing events to maximize profitability for areas of responsibility, and liaise with Marketing team to facilitate promotions, in-store planograms and recommend ATL marketing opportunities within the channel
• Achieve the tNPS and NPS targets across all segments within the channel.
• In collaboration with Marketing, support and manage performance across branded channel distribution points/stores by analysing, scores/data and opportunities to improve the customer Experience
• Analyse, resolve and feedback on all regional customer issues
• Manage store operational compliance via associated systems and follow through with any non-compliance until rectified
• Drive Retail Spirit Beat completion and monitor actions taken to improve ways of working, culture etc.
• Ensure policies are adhered to across the branded distribution points/stores
• Ensure governance and adherence of retail operating model
• Plan, implement and manage recovery plans for underperforming stores within the dedicated branded stores
• 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 the branded 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 branded channel retail capabilities and ensure this is maintained at all time as part of BAU
• Complete all the required scorecards on branded channels on a monthly basis.
• Engage and manage the relationships with various stakeholders – Vodacom Head Office, regional teams, suppliers and stores
• Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, Retail Spirit Beat etc.)
• Implement people transformation initiatives in third parties where applicable
• Serve as the first point of contact for escalations assistance for Branded stores
• Ensure adherence of all branded stores to training requirements and that all training has been completed prior to rendering services
• Assist in training initiatives linked to knowledge gaps and new product introductions
• Drive and support Learning & development 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 and book training accordingly. • Drive seamless customer experiences. Provide insight and feedback about the customer journey and processes across all Branded channels to the Customer Insights team
• Ensure that field targets are achieved via the associated system.
• Ensure the use of all applicable systems required to manage the branded channel e.g. Retail Cloud
• Drive Red Flag closures via the regional support structure and Head Office teams
• Adhere to weekly visits and monthly call cycle
• Ensure adherence and use of all digital capabilities, tools made available to render services and manage the adoption rate
• Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions

• Matric / Grade 12
• 3 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent
• 3-5 years relevant experience
• Work experience in the telecommunications industry (beneficial)
• Drivers Licence EBO – Essential
• Own vehicle and own Vehicle (Essential)
• Business/Operational environment within the Branded channel including Retail /Sale/Service Industry
• SLA Management
• Strong planning, organising and multiskilling ability
• Effective conflict resolution and interpersonal skills
• Creative and innovative
• Excellent communication skills
• Analytical skills
• Problem solving and decision making
• Multiple stakeholder co-ordination
• Excellent follow up and follow through
• Good business acumen and ability to think holistically
• Customer centric and ‘can do’ culture
• Adapting and Responsive to Change
• Exposure to dealing with various audience and levels internally and externally
• Proven Sales and Marketing record

Work experience in the telecommunications industry

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies