Specialist - Branded Retail Channel.Commercial Operations SA

Mission/ Core purpose of the Job

• 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.

Job Outcomes / Results
• Audit Findings & Resolution of Open Issues
• Enhanced customer experience, as reflected in
improved CSI scores.
• Call Cycle Execution
• Sales Strategy Enablement
Achievement of Aggregated Sales Target for
Area
• Strengthened collaboration between postpaid
sales strategy and store operations.
• A more objective and data-driven approach to
store sales evaluation and optimization.
• Greater agility in responding to market trends
and customer needs in the branded stores
space.
• Continuous improvement in internal processes,
leading to better service delivery at POS.

Key Activities & Responsibilities
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.

• Key Activities & Responsibilities
• Collaboration with Store Operations & Compliance
• • Communicates and monitors the adherence to MTN Policies, Processes and Procedures (PPP) and CX service levels at the stores.
• • Works with dealers and store supervisors on the governance of stores as a subject matter expert, who understands the channel in
• detail including the store structures and working of stores in similar sectors.
• • Work alongside store supervisors to align on sales execution while maintaining operational independence.
• • Work with The Centre and Dealer to resolve store issues/ queries and liaise with relevant areas within MTN to escalate issues/
• queries within agreed SLA’s.
• • Address execution gaps, ensuring smooth store operations and regulatory adherence.
• • Works with Postpaid Manager to devise store call cycle as well as call cycle checklist and regularly conducts physical audits of the
• stores utilizing agreed upon audit list.
• • Ensures store standards and processes through compliance and quality checks (conduct internal audits and action non-complaint
• issues arising).
• • Ensure stores are effectively utilizing customer service monitoring tools.
• • Provide insights and recommendations on store-level sales performance without direct involvement in daily operations.
• • Ensure all BRC store offerings comply with all regulatory and business policies. Connect with stakeholders on any issues and gaps
• identified, finding resolution thereof.
• Insights, Reporting & Continuous Improvement
• • Maintain constant feedback loops with Dealer and Dealer Sales Manager in order ensure store performance and excellent service
• delivery – this may include identifying patterns and trends to be resolved internally, and escalating consolidated findings pertaining
• to customer requests.
• • Keep abreast of and pursue opportunities to increase sales and quality of service provided in collaboration with dealer and Dealer
• Sales Manager.
• • Utilize data analytics to assess sales trends, customer behaviors, and competitive benchmarks.
• • Execute on the continuous improvement of systems, processes, and service/product delivery at points of sale (POS).
• • Drive continuous improvement in postpaid sales approaches through performance reviews and best practice sharing.
• • Drives the improvement opportunities for systems, processes and procedures to drive efficient sales and service levels.
• General Governance, Policies and Procedures
• • Ensure effective implementation of (and compliance towards) all company policies, processes, and procedures. Put effective methods
• and standards in place in alignment with aforementioned.
• • Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• • Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
• Key Activities & Responsibilities
• 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, Skills and Experience
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.

Skills
• Exposure to customer experience
measurement tools and performance
improvement methodologies.
• Retail Sales Systems & POS
• Product Knowledge
• Process Optimization
• Governance, Risk, and Compliance (GRC)
Tools
Education
• Minimum of relevant 3 year Degree /