Specialist - Branded Retail Channel.Commercial Operations SA

This role plays a critical part in enabling the implementation the Experience Centres/Stores sales and service strategy across both nonowned and owned stores. • This Regional role focuses on Execution, Operations, Compliance, and Performance Management at the store level. It acts as an extension of the centre (Channel) team, ensuring that strategy, set by the centre, is effectively implemented in the regions. This role drives store performance through operational excellence, adherence to compliance, and execution of service initiatives. • With store staff management now centralized under the Manager role, this position will focus assisting in driving sales performance, customer engagement, and market optimisation. It will also introduce a stronger level of independence in evaluating store sales effectiveness without direct operational oversight. Strategy Execution and Input • Execute store sales and service strategy (defined by the centre) across the MTN stores and significantly contribute to achieving the revenue targets by monitoring and driving store performance and ensuring KPIs are met. • Provide valuable input and feedback to manager regarding Postpaid sales through on-the-ground observations and insights into customer needs. This may include working closely with the Dealer Sales Manager and Postpaid Manager to adapt strategies based on performance trends and competitive positioning. • Provide input into the long-term plan (1-2 years) for the MTN Shops in the region. • Leverage market insights and customer data to drive targeted postpaid sales initiatives. Sales Growth & Performance Optimisation Execution • Serve as the primary link between the central team and store operations. Strengthen relationships with dealers and franchise stores to enhance performance. • Work closely with store supervisors to ensure alignment with strategic goals. • Provide regional insights on store performance, customer trends, and operational challenges. • Track and report on Area stores sales performance and works with the Centre and Dealer to address performance gaps. • Track, monitor and report on prepaid element in BRC. • Align with regional marketing specialists to ensure effective and relevant POS in stores. Customer Engagement & Postpaid Experience Enhancement • Champion postpaid customer experience improvements within the retail space. • Collaborate with store teams to ensure a seamless and compelling customer journey. • Monitor and provide feedback on postpaid service delivery, ensuring high satisfaction levels. • Support and enables (store promotions assistance – sufficient stock) implementation of promotional plans and materials as defined by MTN SA. • Manages interlocks with the Dealer Sales Managers in the centre for inventory issues, customer complaints resolution, escalations and performance of stores. • Collaborates with Customer Liaison Officer to ensure effective methods and standards are in place for delivery of Customer Experience as defined by MTN SA. • Liaise with manager trade communication on discrepancies between Y’ello trader and system. • Identify operational inefficiencies and drive process enhancements. • Ensure the seamless integration of new technologies and business practices into store operations. People and Culture • Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors • Manage own performance and identify training needs. • Enable and model healthy employee relations and collaborative teamwork. • Manage diversity, develop, and embed an Employment Equity plan for the business area. • Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management. • Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour. Education: Minimum of relevant 3 year Degree / Diploma or related Experience: At least 3 years experience in a retail operations, sales execution, or business performance role, preferably in the telecommunications or consumer services industry. • Strong background in store operations management, compliance enforcement, and sales execution. • Experience in managing dealer or franchise relationships and optimizing store performance. • .Experience working cross-functionally with central teams to execute on-the-ground initiatives effectively. • Experience in customer engagement and experience management, ensuring high satisfaction and retention in the postpaid segment.