Sales Operations - Performance Consultant

The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing exceptional customer experience.

Join Africa’s most loved storyteller!

Location: South Africa across regions (North, South, East and Central)

Purpose of the Position: The Performance Consultant is responsible for the front-line support of Commercial Sales, Channel Partner Outlets (Retailers, Agencies, Installers, Express Kiosks, Interactive Kiosks) which primarily provide Sales, After Sales and Customer Care services to the DStv customer.

By providing professional sales and service support, the Performance Consultant will help drive the company’s strategic KPI’s in the areas of Acquisition, Retention and CSAT.

Key Performance Objectives

Tasks

Sales Operations

• Responsible for retail sell out performance of assigned regional retailer, agency and installer base, for DStv hardware and accessory solutions.
• Responsible for sell out performance of contract bundles of assigned, agency, express kiosks and interactive kiosk base, for Price Lock and DStv Internet.
• Sell-In / Sell Out management for key independent retailer partners, ie. ISER, Installers, including Run Rate management for Demand Planning purposes.
• Agree promotional activity including advertising support for above selected partners.
• Ensure optimal inventory levels in all channel partners by proactively escalating concerns relating to stock outs and overstocks, as per defined process.
• Responsible for the proactive clearing of aged / discontinued stock with the support of the respective Key Account Manager.
• Implement professional merchandising standards according to the MultiChoice 6 “C’s” of merchandising.
• Responsible for securing promotional space, such as golden locations, window display, promo courts for ad-hoc promotional displays.
• Building and maintenance of such displays by soliciting support of in-store staff and well as 3rd party suppliers.
• Deliver on the ground training on DStv products and services to key stakeholders in the Channel Partners.
• Assist channel partners by explaining the returns process for decoders to the responsible stakeholders.
• Escalate concerns relating to failed & aged collections on approved Return Authorisations.
• Assist channel partners with store level customer complaints, where assistance is sought by them to resolve.
• On an Ad Hoc basis support promotional events (activations) where DStv is promoting its products and services.
• Support DStv Business to setup, monitor and terminate retail demo accounts for the purposes of promoting DStv sales.
• Ensure that all the engagement documentations interventions and Multichoice loaned assets with Agency partners are recorded.
• Ensure the successful resolution of escalated queries within agreed SLA timelines.
• Conduct Monthly Inventory stock takes in assigned Agency base as per company guidelines and process.

Stakeholder Management

• Responsible for maintaining a harmonious relationship with all key stakeholders in the channel partner outlets, to create the optimum conditions to promote sell out.
• Be in liaison with the relevant suppliers and ensure Channel Partners have the necessary and required tools of trade and stock.
• Proactively develop relationship with key shopping centre management to facilitate co-operation when ad-hoc promotional activity is required.

Reporting and Continuous Improvement

• Drive CSAT performance for Customer Care and Aftersales KPI’s in appropriate channel partner operations.
• Collate and Monitor Channel partner performance indicators at stipulated time frames to enable proactive interventions and support.
• Keep the performance indicator metrics, up to date and with correct data at all times.
• Analyse and identify trends, areas of improvement, business challenges, risk and propose appropriate action.
• Work with management to develop and implement performance improvement initiatives.
• Proactively monitor the trade for market intelligence relating to competitor product launches, promotion and price movements, and feedback via defined process.
• Managed MultiChoice assets at of assigned, agency, express kiosks and interactive kiosk base.

Qualifications

• Diploma in Business/Operations/Sales Management advantageous.

Experience

• 5 years Sales and Service support/ performance management experience.
• 2 years in Business development and Account management.
• 2 years experience in SAP.
• 2 years managing stock levels in a warehouse environment.

Technical Competencies

• Sales Acumen.
• Product understanding and problem solving.
• Negotiations Skills.
• Stakeholder Management.

Behavioral Competencies

• Accountability.
• Teamwork.
• Delegation.
• Interpersonal Support.
• Perseverance.
• Motivating.
• Prioritisation.
• Analytical Thinking.