Manager – Channel.Customer Operations

1 month ago

Roodepoort, South Africa MTN Group Full time

Mission/ Core purpose of the Job

To develop and manage robust, productive relationships with dealers and resellers, ensuring they are well-equipped and motivated to maximize sales of Supersonics’ services. The aim is to expand the company's market presence, enhance brand visibility, and drive revenue growth through indirect sales channels across South Africa.

Context

Fast moving industry with constantly changing business requirements and technologies Fluid complexities of customer expectations and demands Highly competitive market with new and established competitors and aggressive competitor strategy and delivery Highly dynamic and fluctuating Telecommunications industry Total customer experience for SUPERSONIC brand Constantly changing consumer and market needs Fast paced environment Market dynamics and developments SUPERSONIC policies, processes and procedures Regulatory industry norms govern SUPERSONIC and partners Highly pressurized, deadline-driven environment Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks Participative environment – highly diverse and team-focused

Key Performance Areas

Channel Development and Management:

Identify, recruit, and onboard new dealers and resellers to expand Supersonics’ distribution network. Maintain and strengthen relationships with existing channel partners, ensuring they are engaged and committed to selling the company's services.

Sales Targets and Revenue Growth:

Set and monitor sales targets for each channel partner, aligning them with the company's overall sales objectives. Implement strategies to drive sales through channel partners, aiming for revenue growth and market share expansion.

Training and Support:

Provide comprehensive training to dealers and resellers on Supersonics’ product offerings, sales processes, and technology platforms to ensure they are capable of effectively selling and supporting the services. Offer ongoing support and resources to channel partners, including sales materials, product updates, and marketing campaigns.

Customer Experience:

Ensure exceptional customer experience across all touchpoints facilitated by channel partners, enhancing customer satisfaction and loyalty. Implement proactive measures to anticipate and address potential customer issues, aiming for a smooth and positive customer journey. Foster strong, collaborative relationships with channel partners, ensuring they are equipped and motivated to deliver superior customer service. Develop and execute customer-focused strategies that align with both the company’s and customers' expectations, ensuring tailored solutions are provided.

Commission Budget Management and Accountability: 

Oversee and manage the commissions budget, ensuring accurate and timely compensation for channel partners in alignment with sales achievements and company goals. Regularly review and adjust commission structures to optimise sales incentives and performance.

Commercial Agreements and Performance Accountability: 

Negotiate, draft, and manage commercial agreements with dealers, clearly defining terms, performance expectations, and incentives. Take responsibility for the ongoing assessment and management of commercial agreements to ensure alignment with strategic objectives and market dynamics. Proactively manage and review partner performance against agreements, implementing adjustments or interventions as needed to drive continuous improvement and achieve sales targets.

Market Intelligence and Strategy:

Gather and Analyse market intelligence on customer trends, competitor activities, and industry developments to inform strategic decisions. Adapt sales strategies in response to market dynamics and opportunities, ensuring Supersonic remains competitive and responsive to customer needs.

Performance Monitoring and Management:

Regularly review the performance of dealers and resellers against set targets, providing feedback, and implementing corrective actions as necessary. Use performance data to identify best practices and areas for improvement, fostering a culture of continuous growth and development among channel partners.

Marketing and Promotional Activities:

Collaborate with the marketing team to develop and execute targeted marketing and promotional activities that support channel partners and stimulate demand for Supersonics’ services. Ensure brand consistency and compliance across all channel partner activities and communications.

Conflict Resolution and Relationship Management:

Act as the primary point of contact for dealers and resellers, addressing concerns, resolving conflicts, and maintaining positive relationships. Facilitate communication between Supersonic and its channel partners, ensuring clear, effective collaboration.

Education:

Minimum 3-year degree in Business, Management, or related 

Experience:

More than 5 years’ experience in sales operations management or channel management, preferably with an ISP. Demonstrated experience in developing and implementing channel sales strategies, including the recruitment, onboarding, and support of channel partners such as dealers and resellers. Proven ability in deploying best practices, policies, procedures, and processes that enhance channel partner performance and drive sales growth. Strong background in financial management and executive reporting, with experience in setting and monitoring sales targets, and analysing channel performance data to inform strategic decisions. Proven ability to manage the commissions budget, ensuring accurate and timely pay-outs, and aligning commission structures with company goals and partner performance.  A track record of successful project management, including the ability to manage multiple projects simultaneously, meet deadlines, and adapt to changing priorities. Proven execution skills, with the ability to manage competing tasks and demands effectively, ensuring operational excellence in a fast-paced environment. Experience in the telecommunication industry is highly advantageous, with a strong understanding of market trends, customer needs, and the competitive landscape. Experience in the telecommunication industry, advantageous

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