Career Opportunities at Multichoice Kenya

Job Details

• Strategy Execution
  • Create and maintain leads and target lists for potential new customers over the phone
  • Identify Sales blitz opportunities
  • Deliver the Sales targets via calls as defined in budget for the FY.
• Operational Delivery
• Own and drive individual product sales targets
• Identify business opportunities
• Prospect leads and initiate contact with the leads
• Ensure adequate follow up to generate business opportunities.
• Provide continuous reporting on leads closed / sales achieved
• Responsible for assigned queues and performance and developing plans to improve performance.
• Supporting and leading continuous improvement projects and activity.
• Identification of call trends, issues and improvement opportunities and appropriate planning/resolution or communication.
• Regular feedback to Management regarding, Competition, Success with promotions/offers, and Product quality complaints/feedback from calls made.

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Job Details

• Sales Execution and Operational delivery
• Execute MultiChoice Kenya sales strategy ensuring that business plan targets are met by generating customer and commercial sales
• Responsible for achieving the consumer-commercial target of Gross Revenue, Net Revenue, EBITDA Cash Flow & growth in subscriber numbers
• Execute the sales strategy & drive the performance of Multichoice Brands in the market.
• In liaison with the Head of Sales, develop and execute innovative market development opportunities
• Providing the Head of Sales with on the ground insights across all aspects of the business
• Lead and drive consistent market execution strategies & initiatives enabling excellence in sales
• operations (Right Execution Daily-RED) across the regions
• Execute strategies to drive business growth and leading projects
• Regional Director
• Managing Director
• Head of Regions & Distribution
• Regional Heads
• Ensure timely execution of strategic & operational objectives
• Drive and champion all digital transformation strategies & initiatives in the regions
• Execute the commercial ‘go to market’ channel structure across the regions and identify new commercial opportunities
• Act as the conduit between the commercial functions and Regional Heads
• Deliver best standards customer service and ensure customer experience initiatives are implemented for all customer touch points within the regions
• Provide formal input into business process and areas to address operations
• Assist the market on business casing
• Ensure optimal operations insights around key performance indicators e.g. call volume, first call resolution, social care queries and self-service use
• Identify customer friction points and create plans to mitigate with customer experience teams
• Research to ensure the regions are getting regular consumer feedback to inform decisions.
• Ensure all Operational queries/ issues raised get resolved
  • In liaison with the Marketing and Brand Communications team, implement and execute strategic marketing plans for the all regions whilst managing and coordinating marketing and creative staff within the regions
  • Provide retention and CVM assistance & roadmap for the regions as per set KPIs
  • Drive in-market CVM activities within the regions, maximizing value extraction from the active base through effective upselling, prevention and winback.
  • Provide key insights into the performance of CVM campaign initiatives and impact on key KPIs such as churn, retention and sales
  • In liaison with the Field Services Manager, provide support to installers by channelling technical issues to the relevant teams for quick resolutions and improve customer experience Stakeholder Management
  • Play a leadership role in Public Relations initiatives in the regions including CSR activities
  • Drive strategic partnerships and collaboration with internal cross functional leadership, external vendors and channel partners
• People Management
  • Lead the team in creating and sustaining a work environment driven by an enabling coaching culture
  • Build and develop high performing teams and drive superior performance standards
  • Manage team members to ensure effective delivery of business unit objectives
  • Develop a high performing team by embedding formal performance development and informal coaching
  • Encourage frequent knowledge sharing between team members
  • Determine and analyse development needs for the team & ensure that identified training requirements are budgeted for and executed
  • Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
  • Manage leave for team members and create leave plan to ensure adequate coverage
  • When required, initiate disciplinary processes for team members calling on support from HR.
  • Resolve grievances raised by team members and escalate only if required
  • Address poor performance of any team member through the formal Performance
  • Improvement program and ensure that continued poor performance is appropriately dealt with
  • Motivate team members and ensure that their efforts are recognized
  • Ensure effective communication on key focus areas and developments
• Governance & Reporting
  • Ensuring the employees and commercial teams have the right analytics to perform the most relevant actions
  • Implementing core governance structures in order to facilitate better reporting, execute pricing decisions, avoiding arbitrage etc.
  • Ensure timely effective compliance of annual budget plans
  • Identify process improvement areas & ensure implementation
  • Ensure timely, accurate, complete daily, weekly, monthly, quarterly, half yearly and annual reports
  • Hold quarterly business reviews
• Manage Operation reviews
  • Review Operations reports and provide feedback & follow up on issues noted
  • Provide formal input into business process and area to address operations