Commercial Manager

The position will report to the Operations Executive.

**Overview**:
The Commercial Manager is responsible for leading and managing the Sales, Marketing, social media and Local Commercial execution teams, to identify New Growth Opportunities in every area in their region and to implement local tactics aligned to Herotel's strategic goals.

**The Key Responsibilities of the role will include but not be limited to**:
**Leadership and Management of the following functions**:
**Inbound and Outbound Sales** - generating and delivering viable new customers ready for installation, supporting customers with sales queries, tactically targeting upsell initiatives on the existing subscriber customer base in partnership with Helpdesk and Accounts, ensure that Flex customers engage in perpetual voucher purchases in partnership with Area Managers, responsible to report on the take-up metric for every POP (Point of Presence) in the Region and responsible for the publishing of accurate and up to date coverage maps as provided by the Planning team.

**National and local Marketing** - creating brand and product awareness to generate sales leads in the market and generating sales on Recurring and Voucher based products as targeted.

**National and local Social-Media** - managing all social media platforms to ensure proactive and outbound activities communication occurs and ensure the reactive management of customers in the various local areas is also effectively addressed.

**New Growth** - identify new network growth opportunities and present an investment case for each of these to the Investment Committee.

**Area Managers**- Lead and manage the AM's so they can execute the commercial responsibilities in every local Area

**Landowner relationships and agreements**- Provide oversight and guidance to AM's so that each landowner agreement in their area is in place and maintained, and that they create win-win outcomes for both parties.

**Customer Experience**-the team that is focussed on customer retention they need clear guidance so they can do this effectively and they need to be incorporated into value creation to help enable each area to have no avoidable churn. Enabling CX to pivot over time into exploring more proactive approaches to customer service.

**Functional Strategic/Tactical planning**:

- Develop a clear tactical plan to execute the National Strategy and Goals in your Region, ensuring that it also aligns with other departments, regions, and functions.
- Analyse functional data to identify trends and opportunities for continuous improvement in customer satisfaction.
- Ensure local commercial teams are aligned to create value for customers and are focused on improving overall value creation flow.
- Ensure teams are focused, skilled and enabled to identify root problems and constraints, and to solve these.
- Produce functional reporting.

**Commercial Management**
- Ensure that Functional Managers and AM's develop operational plans in accordance with the tactical plan.
- Manage and allocate resources effectively to meet customer service demands and ensure optimal performance.
- Ensure that AM's lead operational teams into action to execute plans by establishing daily, weekly, and monthly routines as well as running projects and ad-hoc activities.
- Establish KPI's for every role to ensure speed, cost, quality and risk performance is measured and improved.
- Facilitate effective and ongoing cross-functional alignment and flow improvement by co-facilitating the local Area L2 MOS collaboration with other functions in the local value chain.
- Develop and maintain positive relationships.
- Be the custodian of every customer on our network in your region.

**Leadership**
- Align every aspect of the commercial team with the business goals.

**Key Outputs**:

- In collaboration with the Networks Manager:
Ensure the results of the region are in line with the goals set for the region.
Be able to identify the results above per sub area.
Identify deviations in results, determine the root cause for this, and resolve accordingly.
Improve flow in every sub-area.
Ensure all staff in the region are fully engaged.
Enable teams to solve their own problems.
Provide teams with the needed resources as well as policies, standards and best practices so they can deliver first time right and on time activities

**Work Experience and Competencies Required**:

- 5 years in a Managerial role
- 7 years in a competitive and highly transactional commercial environment.

**Skills and Competencies**:

- Proven competency in strategic and tactical thinking, including the ability to analyse complex situations, identify and prioritize goals, and develop effective plans to achieve them.
- Ability to effectively communicate (verbal and written) and implement plans.
- Results orientation and drive.
- Analytical thinking and problem solving.
- Decision making and sound judgment.
- Resilient, adaptable, and self-aware.
- Leadership and People Management (