Specialist: Branded Channel at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The Branded Channel Specialist’ role is a hands on operational and tactical role that is responsible for driving sales, service performance and business model compliance across segments and branded channels within their specified area. The role is accountable for building and maintaining relationships with key stakeholders, which include trade and channel partners, the internal organisation and suppliers. The role is meant to effectively support branded 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 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

Distribution and Marketing Management

• 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

Customer Experience Management

• 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

Operations Excellence and Reporting

• 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.

Relationship Management

• 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

Training Management

• 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

Field Management

• 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

Digital Management

• 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

The ideal candidate for this role will have:

• 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 (Essential)

Core competencies, knowledge, and experience:

• 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

We make an impact by offering:

• 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