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Regional Head at Multichoice Kenya

Sales Execution and Operational delivery

• Execute MultiChoice Kenya sales strategy in the region ensuring that business plan targets are met by generating customer and commercial sales.

• Oversee sales planning, operational forecasting, partner management and trade marketing within the region.

• Responsible for achieving the consumer-commercial target of Gross Revenue, Net Revenue, EBITDA Cash Flow & growth in subscriber numbers.

• Execute the sales strategy & drive the performance of Multichoice Brands in the region.

• Ensure timely execution of strategic & operational objectives.

• In liaison with the Head of Sales, develop and execute innovative market development opportunities.

• Lead and drive consistent market execution strategies & initiatives enabling excellence in sales operations (Right Execution Daily – RED) across the regions.

• Execute strategies to drive business growth and leading projects.

• Drive and champion all digital transformation strategies & initiatives in the region.

• Execute the commercial ‘go to market’ channel structure within the region and identify new commercial opportunities.

• Provide the Head of Sales with on the ground insights across all aspects of the business.

• Provide formal input into business processes and areas to address operations.

• Assist the market on business casing.

• Deliver best standards customer service and ensure customer experience initiatives are implemented for all customer touch points within the region.

• Ensure optimal operations insights around key performance indicators e.g. call volume, first call resolution, social care queries and self-service use.

• Identify customer friction points and create plans with customer experience teams.

• Ensure all Operational queries/ issues raised get resolved.

• In liaison with the Marketing and Brand Communications teams, implement and execute strategic marketing plans for the entire region whilst managing and coordinating marketing and creative staff within the region.

• Provide retention and CVM assistance & roadmap for the region as per set KPIs.

• Drive in-market CVM activities within the region, maximizing value extraction from the active base through effective upselling, prevention and winback.

• Provide key insights into the performance of CVM campaign initiatives and impact on key KPIs such as churn, retention and sales.

• In liaison with the Field Services Manager, provide support to installers by channelling technical issues to the relevant teams for quick resolutions and improve customer experience.

Stakeholder Management

• Play a leadership role in Public Relations initiatives in the region including CSR activities.

• Drive strategic partnerships and collaboration with internal cross functional leadership, external vendors and channel partners.

People Management

• Lead the team in creating and sustaining a work environment driven by an enabling coaching culture to drive employee engagement.

• Build and develop high performing teams and drive superior performance standards.

• Manage team members to ensure effective delivery of business unit objectives.

• Develop a high performing team by embedding formal performance development and informal coaching.

• Encourage frequent knowledge sharing between team members.

• In liaison with HR, determine and analyse development needs for the team & ensure that identified training requirements are budgeted for and executed.

• Manage leave for team members and create leave plan to ensure adequate coverage.

• When required, initiate disciplinary processes for team members calling on support from HR.

• Resolve grievances raised by team members and escalate only if required.

• Address poor performance of any team member through the formal Performance Improvement program and ensure that continued poor performance is appropriately dealt with.

• Motivate team members and ensure that their efforts are recognized.

• Ensure effective communication on key focus areas and developments.

Governance & Reporting

• Ensure the employees and commercial functions have the right analytics to perform the most relevant actions.

• Identify process improvement areas & ensure implementation.

• Ensure timely, accurate, complete daily, weekly, monthly, quarterly, half yearly and annual reports.

• Review Operations reports and provide feedback & follow up on issues noted.

• Provide formal input into business process and area to address operations.

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