.

 

When it comes to putting people first, we're number 1. 

The number 1 Top Employer in South Africa. 
Certified by the Top Employer Institute 2024.

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 channelThird line escalation from trade partners (customer queries) – ECLOManage the enablement of the sales processes across the branded ChannelEnsure implementation and success of new products and services and identify opportunities to drive product awarenessMonitor competitor activities and ensure gap closure through the development of competitor activity plansFind partnership opportunities to leverage on the expected KPIsPlan, organise and monitor activities to fulfil the required KPIsEnsuring all required training is completed by the stores in the channelPrioritizing 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 segmentsIdentify 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 ExperienceAnalyse, resolve and feedback on all regional customer issuesOperations Excellence and Reporting Manage store operational compliance via associated systems and follow through with any non-compliance until rectifiedDrive 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/storesEnsure governance and adherence of retail operating modelPlan, implement and manage recovery plans for underperforming stores within the dedicated branded storesMeasure, 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 experienceProvide executive management reports or other applicable or ad hoc reports that may be requiredProvide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an ongoing basisSupport the implementation of all branded channel retail capabilities and ensure this is maintained at all time as part of BAUComplete 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 storesNegotiate 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 applicableServe 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 servicesAssist in training initiatives linked to knowledge gaps and new product introductionsDrive and support Learning & development on all training initiatives that need to be implemented and monitor performanceEnsure 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 teamField 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 CloudDrive Red Flag closures via the regional support structure and Head Office teamsAdhere 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 rateAdapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutionsThe ideal candidate for this role will have:

 

Matric / Grade 123 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent3-5 years relevant experienceWork experience in the telecommunications industry (beneficial)Drivers Licence EBO – EssentialOwn vehicle (Essential)

 

Core competencies, knowledge, and experience:

Business/Operational environment within the Branded channel including Retail /Sale/Service IndustrySLA ManagementStrong planning, organising and multiskilling abilityEffective conflict resolution and interpersonal skillsCreative and innovativeExcellent communication skillsAnalytical skillsProblem solving and decision makingMultiple stakeholder co-ordinationExcellent follow up and follow throughGood business acumen and ability to think holisticallyCustomer centric and ‘can do’ cultureAdapting and Responsive to ChangeExposure to dealing with various audience and levels internally and externallyProven Sales and Marketing recordWe make an impact by offering: Enticing incentive programs and competitive benefit packagesRetirement funds, risk benefits, and medical aid benefitsCell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

 

Closing date for Applications: 16 July 2024. 

The base location for this role is KwaZulu Natal, Newcastle.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.