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KUWA WAKWANZA KUPATA HABARI
JOB OPPORTUNITIES AT VODACOM TANZANIA
Retail Support Manager - CBU108
KEY ACCOUNTABILITIES
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1
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Management of
recruitment of new franchisees and shop footprint roll-out:
· Develop
annual new shops roll-out plan.
· Manage
the execution of the roll-out plan within the agree KPI’s.
· Recruit
new franchisee as per franchisee recruitment criteria, assist effective
implementation of new site acquisition and as well as support Company’s
efforts at effective refurbishment and set up of new shops.
· Ensure
the new franchisee understand the franchise operational standards, commission
model and ROI.
· Ensure
all new Vodacom shop staff undergoes the required training and induction
prior to the new shop opening date or before the staff start attending
customer in the shop.
· Project management; Manage cross functional support teams &
suppliers to deliver the actions items within the agreed timelines to meet
objectives.
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2
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Retail Marketing
Management:
· Develop
and execute in conjunction with the marketing teams, monthly & quarterly
theme sales offers and promotions.
· Ensure
all existing shops are well branded and maintain the correct look and feel
that represents the Vodacom brand in a positive manner.
· Ensure
availability of marketing POS elements for products and services, as well as
sales promotions.
· All
POS in the shops must be up to date at all times and timely distributed to
all shops.
· Formulate
staff uniform policy & ensure all shops adhere to the policy.
· In
charge of device sales planning, proposition formulation & sales management.
· Formulate
Sales & Marketing Initiatives & ensure effective communication for a
successful execution.
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3
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Daily Operational
Routines & Disciplines:
· Ensure
the following monthly audits are conducted in all Vodacom shop and shared
with key stakeholder and corrective action plan devised
thereafter:
ü Mystery
shopper.
ü Customer
experience feedback.
ü Customer
satisfaction Index
ü Customer
complaint rate.
ü Retail
NPS score.
ü Policy,
process, guideline compliance audit.
ü New
product launches awareness and visibility in the shops.
ü Gauge
new Product & service knowledge level.
· Conduct
at least twice a year Vodacom shop staff satisfaction &
business partner engagement score
· Manage
new staff training and refresher training for all Vodacom shop staff by
liaising with customer care training team and franchisee supervisors.
· Build
an in-depth understanding of customer needs and develop training that will
address the gap, which will ensure total customer satisfaction.
· Training
Planning & management.
· Conduct
weekly/ monthly knowledge assessment/fitness tests to all Vodacom shop staff.
· Policy,
process, procedure & guideline formulation & compliance management.
· Send
weekly Policy, process, procedure & guideline reminders to partners and
Vodacom shop staff.
· Adopt
a proactive approach and put contingency plans in place to prevent
re-occurrences of queries/problems of similar nature to enhance customer experience.
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4
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Strategic
Management:
· Financial
management:
ü Define
and motivate operational budgets required to meet the key performance
objectives within the channel.
ü Forecast,
plan, Manage and optimise the budget, ensuring all expenditure is in line
with the agreed budgets.
ü Identify
areas where money is lost and seek ways to reduce expenditure.
ü Manage
Vodacom’s financial risk exposure regarding all commercial agreements
concluded.
ü To
identify areas of financial risk and implement risk mitigation processes.
· Commercial
management:
ü Review
the franchise commercial agreement from time to time to cover Vodacom of any
risk that can be mitigated via the commercial agreement.
ü Review
Vodacom franchise shop operational standards manual from time to time to
ensure it is relevant.
ü Review
the franchisee commission model from time to time to ensure that it’s meet
business objectives & it is up to date with business strategy, as well as
market trends.
· Customer
Experience Management:
ü Formulate
& implement strategic customer experience initiatives.
ü Manage
quality assurance in all Vodacom shops.
ü Policy,
process, procedure & guideline formulation & adherence audits.
· New
projects management:
ü Manage
end to end process for new project.
ü Set
us task force team & motivate team to meet deliverables.
ü Prepare
project plan and follow up on execution.
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5
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Administration and
Reporting:
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Monitor the effectiveness of sales campaigns & promotion
implemented in franchise & flagship shops (reporting weekly, monthly
& quarterly sales trends).
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Generate pre & post promotions Profit & Loss reports.
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Provide weekly & monthly update on new shop roll-out status.
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Provide monthly training conducted and training plan for the
following month.
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Provide remedy usage report.
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Provide monthly customer experience surveys.
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QUALIFICATIONS &
EXPERIENCE
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·
Degree in
Business Administration/ Sales & Marketing and equivalent.
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In-depth
knowledge of communication industry trends, preferably commercially oriented.
·
2-3 years’
experience in leading retail and service operations in the mobile and/or in
retail-intensive B2C industries, preferably with a significant service
dimension.
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Experience in
retail or brand marketing is preferably.
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Computer
literate-Microsoft office, including Advanced/Intermediate Excel.
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Good knowledge
of Vodacom’s products/services. As well as policy & procedures.
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Understanding
of business finance, including budget management Skills.
·
Good
interpersonal skills and effective communications skills.
·
High level
presentation skills