Customer Relationship Manager

**About Company**

At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.

**Job Purpose**

The Customer Relationship Manager ensures that the organization satisfies its customers' needs by helping to develop a customer service policy for an entire organization, managing a team of customer services staff and handling face-to-face enquiries from customers. To actively engage with our clients, exceeding their expectations and ensuring all aspects of the customer journey are effectively delivered.

**Responsibilities**

**Sales and Revenue Targets / Business Development and Growth**
- Drive Sales performance through channel penetration and product offering
- Ensure all Customer Relationship Consultants achieve all sales and new business acquisition and revenue targets set by the business
- Grow existing customer base revenues through a wider product mix
- Maintain and grow key relationships within the merchant base serviced by Sales Operations
- Develop and drive a customer and consumer-centric philosophy
- Management of Staff
- Entrench and enforce Company Policies, Processes and Procedures
- Promote a high-performance-based culture and ensure staff is accountable
- Develop Regional employees and build future leaders
- Live the Company Values
- Managing day-to-day activities of staff to optimum efficiency levels
- Conduct biannual performance appraisals and appraisals on new sales staff
- Operational Efficiency - (Cyclical Briefs)
- Execution of Sales Operations Brief in line with the Sales Brief across various sales channels
- Business Development and Growth
- Achieve budgetary Regional Revenue targets
- Ensure all Customer Relationship Consultants achieve budgetary targets
- Marketing and Public Relations
- Effective capacity management across the entire regional team
- Implementation and entrenchment of effective and efficient Sales Force Management

**Self-Management**
- Set an example through personal quality and productivity standards and ways of working with others
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs

**Leadership**
- Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
- Coach, counsel and train team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture
- Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos
- Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business
- Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning
- Identify the capabilities needed to meet the current and emerging business needs of the organisation
- Evaluate current capabilities, identify gaps, and prioritize development activities

**Behavioural Competencies**
- Communicates Effectively
- Plans and Aligns
- Demonstrates Self-Awareness
- Customer Focus
- Instills Trust
- Cultivates Innovation
- Collaborates
- Situational Adaptability
- Develops Talent

**Skills**
- Verbal Communication
- Commercial Acumen
- Computer Skills
- Action Planning
- Policy and procedures
- Data Collection and Analysis

**Education**
- Matric
- Relevant Degree

**Experience**
- Minimum 4 years experience in a Client Relationship Management role