Mission/ Core purpose of the Job
• To lead and enable the conceptualisation of best-in-class Retail offerings and
deliverables to drive the optimal Customer Experience
• To plan and manage Front of House (FOH) retail store operations to deliver a
consistent and efficient customer experience across all stores
• To provide Front of House (FOH) and customer experience (CX) support to
owned as well as non owned stores
• To ensure that all communication and training activities are in alignment with the
strategy of the Branded Retail Channel & Experience Hubs
Key Activities & Responsibilities
Stakeholder Relations & Reporting
• Build and maintain relationships with all stake holders
• Liaise with external and internal clients as necessary to respond to queries. Escalate where appropriate
• Maintain good communication and relationships across the channel
• Compile and update Stakeholder analysis and matrix
• Periodically report on retail store administration and operations activities to the relevant stakeholders (including statistical reports).
• Analyse regional performance and compilation of reports in relation to all the strategic and operational activities.
• Generate and submit monthly reports on all related costing
• Report on results from root cause analysis conducted on transactions across the channel through the relevant reporting structures.
• Report on workflow escalations and exceptions
• Educate stakeholders and internal customers on the role of franchise and how they may contribute and add value
• Identify training needs and knowledge gaps with respect to Customer experience for staff in owned and non owned stores and arrange for these to be addressed
• Manage contributions and expectations of internal customers, employees and stakeholders
• Network extensively and build and maintain relationships (internal and external)
• Manage business intelligence for key customers to identify trends and risks for MTN
• Arrange and co-ordinate all national activities, events, sponsorships within the Channel via BRID
Governance, Policies & Procedures
• Keep abreast of legislation and identify operational changes required to ensure compliance and improve efficiency. Sign off / make decisions regarding operational changes
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with
aforementioned
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Where required, set up and participate in operational and tactical meetings
Continuous Improvement
• Develop and foster best practices and lessons learned
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs
• Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated
• Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations
• Initiate change to continually improve all aspects of channel performance and drive continuous improvement as an important element of sustainability
• Identify opportunities to generate additional revenue
Senior Specialist Retail Support. Branded Retail and Business Experience Hubs Channel
People Leadership/ Management
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the Branded Retail Channel & Experience Hubs team by living the Brand values and vital behaviours and changing and influencing employees’
behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first
choice
Job Outcomes / Results
• Enhanced support for owned and non owned retail
stores
• Optimized FOH processes and operations in retail
stores
• Enhanced effectiveness of Sales Operations to
enable increased sales
• Improved collaboration with other business units
• Optimized channel development and growth
Individual contributor Team Manager
Education, Skills and Experience
Education
• 3 year Degree in Commerce,
Marketing/Communication or Business Management
Experience
Minimum 5 years’ experience including:
• Work across diverse cultures and geographies
• At least 3 to 5 years relevant sales operations
management
• Experience in Sales operational management and support
• Good understanding of Merchandising
• Experience in the telecommunication industry,
Work across diverse cultures and geographies
advantageous
Skills:
• High proficiency in using Excel, Microsoft Word, and
PowerPoint
