Snr Manager Tele-Sales

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Snr Manager Tele-Sales to join our dynamic team of #Changemakers

Purpose of the Job:

To manage and execute the Direct Sales Operations Channel’s (Tele-Sales) marketing and sales efforts by developing appropriate marketing and sales strategies, measuring performance and ensure profitable growth in channel to annual target. Leading an internal team of 600 staff under a white labelled partnership, develop and executing the direct strategy across Omni channels as well manage the B-to-B relationships with fully outsourced call centers.

Tele-Sales: Direct Sales channel development and relationship management

• Develop and implement marketing and sales strategy for the Direct Sales Operations division in line with Direct Sales Operations functional business plan
• Liaise with the vendors on the headcount and talent requirements to execute sales strategy and plan requirements 90 days in advance
• Ensure the creation of IT projects to enhance sales output and manage use of resource and reduction in waste
• Identify and sift new business opportunities in line with Direct Sales Operations strategy, including new channel types such as web, SME, Fibre, Online support etc.
• Manage relationship with downstream channels (call centres) to ensure profitable growth
• Ensure downstream channel satisfaction by meeting and exceeding expectations. Mediate and negotiate resolution of complaints. Involves monitoring customer satisfaction and putting proactive steps in place to avoid problems
• Enhance sales quality and performance in the channels. Includes an analysis of implied costs, and an analysis of the feasibility of new services
• Negotiate and evaluate contracts with suppliers. Responsible for ensuring that Cell C retains profitable vendors as well as the enhanced growth of vendor distribution for both new and existing vendors
• Negotiate contracts and trading agreements with potential new and existing vendors. In certain circumstances, in conjunction with Procurement, marketing, legal, commercial division and on behalf of the Head of Sales & Distribution. Evaluate proposals and decide on feasibility of proposal
• Liaise with Sales & Distribution and Marketing divisions on projects as identified from time to time

Manage cost of acquisition, deal development and stock forecasting

• Ensure division’s cost of acquisition targets are met through developing appropriate deals
• Manage product forecasts on a monthly rolling basis for the Direct Sales division as well as the forecasted order of stock required in advance per month.
• Develop appropriate deals to achieve cost of acquisition and sales volume targets, keeping ARPU and other targets in mind

Demand creation for inbound and outbound call centres

• Ensure sufficient demand is created for inbound call centre (pull strategy) through appropriate marketing and sales tactics, e.g. optimal media strategy
• Ensure sufficient data availability for optimal outbound sales (push). Liaise with data vendors and negotiate agreements to secure provision of quality data leads

Measurement and analysis

• Develop and maintain Direct Sales Operations dashboard
• Identify sales trends and customer profiles through data mining and analysis
• Measure Direct Sales Operations’ customer base to ensure ARPU growth and churn management
• Prepare daily, weekly and monthly reports for division

Cost and Budget Management

• Prepare the budget within area of control
• Manage the approved budget for area
• Prepare cost tracking and variation reports
• Make recommendations for budget-affecting change requests
• Inform Management timeously of potential over-spend
• Ensure all Oracle workflow is monitored, approved and controlled

Health and Safety Compliance (Management)

• Strictly apply and adhere to Cell C Health and Safety procedures and rules
• Manage conformance to Legislation and Cell C Health, Safety and Environmental standards
• Manage, identify and minimise Cell C’s exposure to operational risk
• Monitor, investigate and report all health and safety matters and incidents
• Ensure the appointment of the SHE representative, first-aiders, evacuation marshals and establishing/maintenance of SHE Committees as per legislation and Cell C requirements

Staff Management

• Recruit employees, assign and direct work, oversee their development, identify training needs and maintain staff competence
• Establish and evaluate Key Performance Indicators
• Provide an advisory and support function
• Initiate the appropriate Labour Relation action required within the section
• Uphold HR policies and procedures
• Conduct performance appraisals
• Create a culture that is synonymous with the Cell C Brand and align all internal Direct Sales activities to the wider company vision
  

Perform any other related duties as requested by Management

• Provide the Delegation of authority (DOA) back up to head of Commercial Sales

Minimum Qualifications

• B Com Degree
• Appropriate Post Graduate Qualification

Experience

• Minimum 8 years sales & marketing experience in the mobile telecommunications environment, with experience in managing telesales channels.
• Minimum 10 years’ management experience
• Understanding of marketing, sales and financial models and frameworks
• Proven leadership competence

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."