Head of Sales Operations at Poa Internet

Mission Statement for the Role:

To drive operational excellence and strategic growth within our sales division, empowering our team to deliver exceptional productivity and expand our market presence. Through innovation, collaboration, and customer-centric practices, we aim to maximize revenue, optimize efficiency, and solidify our position as a leading provider of internet services in Kenya.

Overall Responsibility:

The Head of Sales Operations at Poa Internet Limited is responsible for developing and executing sales strategies, overseeing team management and performance, collaborating cross-functionally, optimizing processes, cultivating customer relationships, conducting market analysis, and managing sales budgets to drive revenue growth and ensure long-term success.

Financial:

Head of Sales Operations at Poa Internet Limited hinges on achieving revenue targets of 80,000 customers in 2024, with increasing market share, and maximizing profitability through effective sales management, cost optimization, and enhanced internal customer's value.

People:

Indirectly coordinate the activities of the Channel Heads and their teams

Key SMART Results for A-Player Success

Achieve a customer base of 80,000 by the end of 2024:

• Acquire 80,000 customers, tracking progress monthly and adjusting strategies as needed to ensure achievability and alignment with the company's revenue target- By the end of Q4 2024

Maintain a customer acquisition cost (CAC) below $25:

1. Maintain a customer acquisition cost (CAC) below $25 throughout 2024 by continually monitoring acquisition costs weekly/monthly and evaluating cost-effective marketing strategies and optimizing sales processes to ensure profitability and efficient resource allocation- By the end of Q4 2024

Geographic Expansion and Sales Resource Optimization:

• Expand into 3 pre-identified high-potential geographic regions, optimizing sales resource allocation to maximize customer acquisition and revenue growth, leveraging market research to tailor sales strategies that support growth and customer base expansion for each new region- Q3 and Q4 2024

Collaborate on Hiring:

• Collaborate with the Sales Team and HR to expedite the hiring process and fill open positions for the Field Sales team, Tele-Sales team, and Agency team, tracking hiring progress and onboarding completion to ensure successful team build-out - Continuous

Offboarding and Performance Management:

• Develop and implement clear off-boarding criteria and a performance management system by utilizing best practices and tools to ensure effective implementation. Aiming for improved team efficiency and accountability and also track system deployment and effectiveness to measure success - By the end of Q4 2024

Design and monitor incentive structures for the Field, Agency and Tele- Sales team:

• Design and implement incentive structures for Field Sales, Tele- Sales, and Agency teams, with a target of reducing the average customer acquisition cost (CAC) to below $25. These structures should incentivize performance across all levels (frontline, supervisors, and development representatives) - Continuous

Team Productivity:

• Achieve blended productivity targets for Field Sales, Tele- Sales, and Trade Development Representatives. This will be achieved by tracking clearly defined productivity metrics on a monthly basis and providing ongoing training and resources to improve team efficiency. Success will be measured against established baseline productivity levels for each team - By the end of Q4 2024

Marketing Calendar and Return On Investment:

• Plan and coordinate the implementation of a marketing calendar with a focus on return on investment. Below is a breakdown of the goals:
• Sales Funnels and Reporting Goal: Improve sales funnel reporting and prospecting journey quantification-  By Q2 2024
• Daily Reports and Risk Management Goal: Streamline daily reporting on sales, installations, surveys, refunds, and highlight risk parameters - By Q2 2024
• Training & Development : Work closely with sales management teams and sales trainers to coordinate the targeted development plans for the sales team across sales hierarchy - By Q2 2024

Level of Management Experience required (Mandatory & Nice to Have)

The ideal candidate for the Head of Sales Operations should have a robust blend of strategic vision, operational expertise, and leadership skills, backed by extensive experience in the broadband or telecommunications industry. This role requires a seasoned professional who can drive revenue growth, optimize costs, manage large teams, and collaborate effectively across the organization to achieve the company’s ambitious goals.

Department stage of development where this role sits

Scaling

Key Competencies Criticality (H, M, L)

• Visionary Leadership: Ability to set a clear vision for the sales operations team and inspire others to achieve ambitious goals - H
• Change Management: Skilled in leading teams through periods of change, whether due to market dynamics, organizational restructuring, or strategic pivots- H
• Effective Communication: Strong verbal and written communication skills, capable of articulating complex strategies and performance metrics to various stakeholders, including executive leadership- H
• Problem-Solving and innovative thinking: Aptitude for identifying innovative solutions to challenges in customer acquisition, team productivity, and market expansion - H
• Decision-Making: Proven decision-making skills, especially in high-pressure situations where quick and effective actions are required- M

Mandatory Criteria if any with no exceptions to hire

• Direct Management Experience: Must have directly managed at least 150 to 200 people, including field sales, tele-sales, and agency representatives.
• Revenue Target Achievement: Proven track record of achieving or exceeding revenue targets in a sales operations role.
• Cost Management: Demonstrated ability to manage customer acquisition costs effectively, with a history of keeping CAC within predefined limits.
• Performance Management Systems: Experience in developing and implementing performance management systems, including setting KPIs and conducting performance reviews.
• Analytical and Reporting Skills: Strong analytical skills with experience in using CRM tools and developing sales funnel reports.
• Cross-Functional Collaboration: Proven ability to collaborate effectively with HR, marketing, and Customer Service departments.