Head of Sales Job Nairobi: Showmax

Job Description

About Showmax

Showmax is an internet TV service. What sets Showmax apart is a unique combination of hit African content, first and exclusive international series, the best kids’ shows, and live sport. For a single monthly fee, get unlimited access. Start and stop when you want. No ads. Cancel anytime – there’s no contract. Stream Showmax using apps for smart TVs, smartphones, tablets, computers, media players and gaming consoles. Manage data consumption using the bandwidth capping feature. No internet? No problem – download shows to smartphones and tablets to watch later offline. Showmax was born in 2015. The service is available throughout sub-Saharan Africa and to selected diaspora markets worldwide. For a free trial, visit www.showmax.com.

Purpose of the role:

• To ensure operational excellence and consistency in execution of both the National Sales and Distribution and Connected Services strategies across the East Africa region.
• To provide regional leadership, guidance, and operational management of the team to enable and oversee the implementation and achievement of commercial sales strategic objectives.
• Develop regionalised sales strategies, that complement the national sales approach, to maximise sales opportunity.
• To ensure the regional delivery of the holistic customer experience is consistently delivered through Sales, after-Sales service and Customer Care activities.
• Oversee implementation of Regional Partner Key Account in alignment with and as directed by the Sales and Distribution Channel Strategy.
• Ensure compliance to national sales direction and brand positioning.

Key Accountabilities:

Strategy Development and Execution

• Provide operational implementation and oversight, in the region, for the Consumer Sales and Connected Services Strategies whilst supporting ancillary business functions of billing collections, customer service, insurance support and other new products introduced from time to time.
• Ensure all the strategic and operational promotions are delivered successfully and in-line with marketing and brand standards and within budget using the different touch points in the region to achieve the sales and brand objectives.
• Develop regionalised sales strategies, to maximise the sales effort, whilst complementing and aligned to the overall National Sales Strategy.

Operations Management

• Review and ensure all operational processes and procedures are efficient and effective; support the operational objectives and ensure they are in line with the Multichoice Group Policies and Procedures
• Indirectly report to the Executive Head of Commercial with regard to the respective KPIs for the region (Matrix Structure)
• Foster a customer centric culture by ensuring service levels for the region are maintained on the recommended ranges through managing staffing, training, scheduling, etc.
• Manage and monitor metrics for the region for continuous improvement on customer experience and service delivery and provide frequent communication and feedback to team members and in-country Heads of Sales and Distribution.
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines, for all of the physical Sales and Customer Service B2C touchpoints, ie. Walk-in Centres, Agencies, Interactive Kiosks, Container Kiosks.
• Through networking and business development recruit future 3rd party partners and ensure they sign the relevant contract in line with the Multichoice Group standards and set objectives, in-line with national strategy and direction.
• Engage and keep the Agencies, Installers and other 3rd party stakeholders updated on developments on trade, customer experience and service offerings.
• Ensure each Agency performance is monitored and adheres to the set operating customer service standards and meets the set service levels as per their contractual obligation.
• Oversee management of Agency Principal Relationship via Performance Partner Team.
• Ensure Banking SOPs are properly adhered to in Service Centres and Agencies, with daily oversight of regional banking functions.
• Ensure implementation of the National Sales Strategy as directed by the Executive Head of Commercial.
• Ensure Regional execution of the National Retail Chain Strategy as directed by the Key Account Managers
• Lead the achievement of the regional sales target for Consumer Sales.
• Operationally drive Retail Marketing methodology to promote sell-out and maximise in-store brand experience.
• Lead the regional sales effort including the primary responsibility to maintain healthy customer relations with key independent retailers.
• Adopt, and where appropriate, customize the sales plan to the region’s capability and characteristics from the market research/trends analysis and ensure the plan is implemented and the objectives are met.
• Operate Sales Demand Run Rate planning for regional key account.
• On an ad-hoc basis, support Marketing outdoor promotions and event executions to promote Showmax sales and services, where resources allow.
• On a monthly basis, take responsibility for preparing the Sales Commission schedule/ result for Regional Sales members.

Budget Management

• Keep account of the allocated budget and ensure all expenditure has justifiable value add.
• Monitor income and expenditure from the day- to-day business operations and ensure the region is a profitable business.
• Practice vigilance in new project spend and ensure there is positive operational impact from such expenditure.
• Ensure regional headcount is efficiently managed and skills development is an integral part.

People Management

• Oversee the sales activities of the Region as a whole.
• Develop a high performing team by embedding formal performance management process and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Empower the team to cascade down the people initiatives and engagement rhythm you have with them to the whole region.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement Programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications:

• A post graduate degree in Business/Operations/Sales Management or related
• Registered Key Individual

Experience:

• A minimum of 10-12 years’ experience in Sales Operations or similar role
• Sales Management
• Budget Management
• Strategic Planning
• Stakeholder Management
• Research

Join Africa’s most loved storyteller!