DigiFarm - Online Sales Accelerator - Contractor at Safaricom

Detailed Role Description

Reporting to the Account Accelerator the position holder is to acquire, manage and support online customers, with an objective of growing customers on the DigiFarm market place platform that will lead to demand generation & fulfillment, increase product penetration, offer first line support and meet overall NPS target.

Job Responsibilities

Revenue

• Generate, qualify and convert leads to closed sales on the DigiFarm market place platform
• Drive ARPA growth on all acquired accounts through demand generation.
• Identify opportunities for cross-selling and upselling to promote an upward trend of demand generation in the accounts under management and assign identified leads
• Contact all existing customers within the TML (target market list) to generate demand season on season
• Generate new leads and referrals through ongoing initiatives. Escalate all leads requiring visits to the respective territory manager
• Educate customers DigiFarm services while delivering high quality service to our customers

Retention

• Proactively contact the customers to ensure strong relationship as the first contact for the customer on all issues.
• Track the demand generated per season as well as the baseline revenue of each account and ensure revenue retention & growth
• Develop, update and maintain an updated database of the Decision Making Unit (DMU) and complete profile of each individual account within the allocated target market list.
• Keep the customer informed on the entire Customer Journey and processes associated with it (on-boarding process, demand generation process, demand fulfillment process etc.)
• Knowledge about competitors activities, market trends and competitor market share within your target market list
• Timely submission of recurring incidences per account or per escalation type
• Track and report on all churn attempts, clearly indicating reasons for churn and associated  effort to abate churn including success rate

NPS

• Ensure achievement of set NPS targets
• Maintaining strong and deep relationships with accounts under management
• Following through on all issues to ensure closure
• Maintaining communication with the customer throughout the customer journey

Reporting

• Maintain 100% accuracy on reporting on daily customers activities
• Timely submission of reports such as total customers contacted, leads/referrals generated, Customers feedback, and profiling reports
• Maintain an accurate contacts database for  regular  & key contacts and information for accounts under management in liaison with the RM
• Flag any recurring incidences per account or per escalation type, and send to direct manager
• Prepare a daily report on all incidents reported, escalations and churn alerts 

Job Description

• Degree from a recognized university; diploma holders with substantial customer care and an excellent performance track record will be considered;
• At least 1-2 years working experience in a customer service environment, or the ability to demonstrate the skills required for the effective supervision of a team-having worked in a DigiFarm or similar environment will be an added advantage;
• Excellent knowledge of DigiFarm products and services;
• Excellent knowledge of DigiFarm processes, policies and procedures;
• Demonstrable good written and verbal communication skills;
• Excellent 'people skills' for building relationships with colleagues at all levels;
• Positive, Proactive, confident, energetic and able to work under pressure
• Demonstrated demand generation with fulfillment through stakeholders
• Strong sales acumen with proven track record of online sales.