Retail Trainer - Coast, Western & Mt. Kenya Region at Vivo Energy

Job Purpose:

• Carry out detailed training needs assessment annually for all Retailers and site Quality Marshals and use results to draw training programs to close identified competency gaps.
• Deliver Induction for new Retailers before they begin operating a Vivo site and meeting Vivo customers and to be able to deliver training to their staff.
• Deliver on-going training programs to Retailers across all Operating Platforms according to the agreed plan in the training calendar.
• In collaboration with Territory Managers carry detailed Competency Assessment of all Retailers bi-annually and make recommendations on Retailer development or replacement as may be appropriate.
• Deliver learning interventions to Vivo Retail staff as appropriate.
• Build a solid retailer pipeline
• Support the OSM, Training Manager & RSM in building TM competencies.
• Managing and interacting with the various VEK platforms (VRPT, VST, SMG, GBW & Retailer Online academy)
• Facilitation of training of sites on first Aid and Fire safety training.

Principal Accountabilities:

To support growth in Volume of Fuels, Lubes and LPG through training of advanced selling.

• Sharing of the dry site report & the LPG report- a report pulled on a daily basis and shared with the sales team for Fuel & LPG stock monitoring at site by the team
• Operations efficiency- ensuring that the Ops excellency is delivered through
• Site Effectiveness tools- Assist the team with ensuring that all sites have the site effectiveness tools: VOC Cards, Name tags, SPPM, Staff effectiveness posters

Uniforms- Ensuring sites have the right uniforms and working with the appointed uniform vendors to ensure availability of uniforms.

• Managing the uniform contracts for our 2 appointed vendors
• Facilitating the central uniform supply to the network once per year.

Implementation of the VRPT (Vivo retailer performance tool) and VRST (Customer champion application)

• Ensuring that all retail sites are actively using the retailer portal to submit Fuels, Lubes & LPG stocks
• Timely PMTDR data update in VRPT- incentivizing Quarterly & Annual PMTDR winners and promotional incentive
• Ensuring that Customer champions in sites are registered in the Customer champion application and they have completed the training modules in the app.
• Uploading articles in the CC app i.e HSSE, Memos, NCP mechanics.
• Site Visits and regional trade visits to enforce and implement the welcome to shell agenda through our 4 Customer promises. Closing on all gaps from the visits through TMs or Engineers

Customer Focus- Driving the Customer service agenda through:

• Timely (internal) GEA (Guest Experience Assessment) calibration and ensuring Retail sites are at 100% score on all the 4 Customer promises.
• VOC (Voice of Customer)- Issuance of the cards to retail sites. Monitoring the OU responses & TLAG and sharing weekly reports with the Network QMs (Quality Marshal).
• Incentivizing the top performers on VOC and SEA.

Retailer Management

• Timely Dealer Recruitment and induction for planned sites and any other site that falls vacant to ensure the network has the right retailer
• Managing all dealer applications & Pipeline and shortlisting based on preference
• Plan for interviews and finalize on the scoresheets
• Site attachments to dealers and their respective Customer champions after appointment and F2F training

Contact Management

• Timely renewal of contract letters and contracts as advised by the TM, RSM and the Training manager.
• Bi-weekly sharing of the Contract tracker to the TMs for appraisal purposes.

People’s management/Training

• Champion competence development and accreditation for Retailers and Site Staff aimed at enhancing on overall customer satisfaction & Deliver training to existing Retailers according to the training calendar across all operating platforms
• Dealer/Site management onboarding- Closing on retailer’s competency gaps arising from the retailer competency assessment through coaching and training.
• QM Onboarding- Training and accreditation of QMS on foundation training and advanced selling
• Site Staff Training –Ensuring timely completion of all site staff training calendar. On-site training of Customer champions in new sites and the struggling sites.
• Dealer and QM Engagement- Conducting the Quarterly QM engagement in the network to drive the Ops Excellent agenda and planning for the dealer annual conferences and cell meet

Champion competence development and accreditation for Retail Sales Team

• TM Accreditation- Facilitating the completion of Stage 1 and 2 TMS accreditation for competency.

HSSE- Driving the goal Zero through:

• Participation in the annual safety day
• Facilitation of the First Aid and Fire safety training for new retail sites annually
• Attending HSSE meetings and implementation of agreed actions
• Training QMs and own collection drivers on Offloading Procedure Bi annually and Implementation of offloadingprocedures at the retail sites resulting to less contamination through training.

Requirements

• Degree in a relevant business field
• Strong team working skills
• Overall understanding of Retail business
• Demonstrable competence in delivering training programs, implementing standard processes, building relationships with Vivo Retailers, delivering the service element of Retail Customer Commitment
• Strong analytical skills
• Fluency in English Language
• Good interpersonal skills, influencing others and networking skills
• Leadership skills and initiative
• Demonstration of the aspired Enterprise First behaviors (Leadership, Accountability, Teamwork) and Vivo core values (Honesty, Integrity, Respect for People)