Cluster Specialist

**Role purpose**:
The County Specialist/FSC role is a hands on operational and tactical role that is responsible for 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, service and customer experience.

**Your responsibilities will include**:
**Sales Management**
Drive target related growth of sales and revenues within the specified area of distribution (cluster)
Manage the enablement of the sales processes across channels
Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
Monitor competitor activity and ensure gap closure through the development of competitor activity plans

**Distribution and Marketing Management**
Manage the distribution points in terms of products and services in the correct channel segments
In conjunction with the Go-to-Market team, manage distribution channels with a focus area within the allocated cluster
Identify strategic marketing events to maximize profitability for area of responsibility, and liaise with GTM team to facilitate promotions, presence branding and recommend ATL marketing opportunities within the clusters distribution

**Customer Experience Management**
Achieve the tNPS and NPS targets across all segments and channels
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
Ensure policies are adhered to across distribution points/stores
Ensure governance and adherence of retail operating model
Plan, implement and manage recovery plans for underperforming stores within the cluster/region
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 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 Retail capabilities and ensure this is maintained at all time as part of BAU

**Relationship Management**:
Engage and manage the relationships with various stakeholders - Vodacom Head Office, regions teams, suppliers and stores
Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, etc
Serve as the first point of contact Branded stored for escalations assistance

**Training Management**
Ensure adherence of all channel to training requirements and that all training has been completed prior to rendering services
Drive and support Vodacom Academy 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
Drive key findings/learning with Vodacom Academy to ensure better and optimal knowledge levels in trade

**Field Management**
Ensure that field targets are achieved via the associated system.
Ensure the use of all applicable systems required to manage the channels e.g. OBI
Drive Red Flag closures via the regional support structure/field teams.
Ensure regional SLA targets are achieved by the Field team
Adhere to weekly visits and monthly call cycle

**Digital Management**
Ensure adherence and use of all digital capabilities, tools made available to render services
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
1-3 years relevant experience in small to medium business development ,marketing or sales
1-3 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)
Work experience in the telecommunications industry ( beneficial)

**OR**

Matric / Grade 12
3-5 years relevant experience in small to medium business development, marketing or sales
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)
Work experi