Cluster Specialist at Vodacom

The Cluster Specialist role is based within the Consumer Business Unit.

The purpose of the Cluster Specialist role is a hands on operational and tactical role that is responsible for strategically driving sales and service performance and business model compliance across segments and channels within their specified area of distribution (Cluster).
The role is accountable for building and maintaining relations with key stakeholders, which include trade and channel partners, the internal organisation and suppliers, to effectively support retail in terms of operational excellence in sales, marketing, service and customer experience.

Your Responsibilities Will Include

Sales Management

• Drive target related growth of sales and revenues through strategic implementation of marketing and sales activities within the Cluster against KPI’s

Distribution and Marketing Management

• Manage the distribution points in terms of products and services in the correct channel segments
• Identify and report on strategic marketing events and activities to maximize sales and profitability for area of responsibility, and liaise with GTM team to facilitate CVM Campaigns, Promotions, Presence Branding, BTL activities and recommend ATL marketing opportunities within the Cluster

Customer Experience Management

• Achieve the tNPS across all relevant channels
• Close collaboration with Network Ops Team to develop consumer activities related to network deployment in Cluster in order to achieve Regional NPS Score
• 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
• Plan, implement and manage recovery plans for underperforming stores within the cluster
• 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 impact sales and customer experience

Relationship Management

• Engage and manage the relationships with various stakeholders – Vodacom Head Office representatives, regional teams, business partners, channel partners, suppliers and store staff.
• Negotiate and collaborate to achieve the best results outcome that positively impacts customer experience (TNPS/Trade Partners, Channel Partners, etc)

Training Management

• Drive and support Vodacom Academy on all training initiatives that need to be implemented and monitor performance
• Ensure consultant knowledge levels are of the recommended standards - Identify knowledge level gaps

Field Management

• Ensure that targets are achieved via the associated system for Field Management
• Drive Red Flag closures and store query escalation .
• Adhere to weekly visits and monthly call cycle as planned.

The Ideal Candidate For This Role Will Have

• 3 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent With 3-5 years relevant experience
• 3-5 years relevant experience in small business development, marketing or sales
• Work experience in the telecommunications industry
• 3-5 years’ experience within Retail or Business environment with exposure to (, Operating Model management, Projects implementation and monitoring, commercial and performance management ( essential) , stakeholders management ( highly beneficial)
• Drivers License EBO – Essential and own working vehicle

OR

• Matric / Grade 12 with minimum 5 years relevant experience essential (as listed above)