Specialist: Branded Channel

Achieve the tNPS and NPS targets across all segments within the channel. In collaboration with Marketing, support and manage performance across branded channel distribution points/stores by analysing, scores/data and opportunities to improve the customer experience Analyse, resolve and feedback on all regional customer issues Operations Excellence and Reporting Manage store operational compliance via associated systems and follow through with any non-compliance until rectified Drive Retail Spirit Beat completion and monitor actions taken to improve ways of working, culture etc. Ensure policies are adhered to across the branded distribution points/stores Ensure governance and adherence of retail operating model Plan, implement and manage recovery plans for underperforming stores within the dedicated branded stores Measure, Analyse and Report on a monthly basis on key activities , findings , learnings and areas of improvement and identify opportunities to improve sales and service within the branded retail that will positively impacts revenues , market share and customer experience Provide executive management reports or other applicable or ad hoc reports that may be required Provide a range of reports to ensure that agreed SLA's and performance are measured and monitored on an ongoing basis Support the implementation of all branded channel retail capabilities and ensure this is maintained at all time as part of BAU Complete all the required scorecards on branded channels on a monthly basis. Relationship Management Engage and manage the relationships with various stakeholders - Vodacom Head Office, regional teams, suppliers and stores Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, Retail Spirit Beat etc.) Implement people transformation initiatives in third parties where applicable Serve as the first point of contact for escalations assistance for Branded stores Provide insight and feedback about the customer journey and processes across all Branded channels to the Customer Insights team Field Management Ensure that field targets are achieved via the associated system Ensure the use of all applicable systems required to manage the branded channel e.g. Retail Cloud Drive Red Flag closures via the regional support structure and Head Office teams Adhere to weekly visits and monthly call cycle Digital Management Ensure adherence and use of all digital capabilities, tools made available to render services and manage the adoption rate Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions The ideal candidate for this role will have: Matric / Grade 12 3 year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent - Essential Work experience in the telecommunications industry - Beneficial Drivers Licence EBO - Essential Own vehicle- Essential Business/Operational environment within the Branded channel including Retail /Sale/Service Industry SLA Management Creative and innovative Problem solving and decision making Multiple stakeholder co-ordination Excellent follow up and follow through Good business acumen and ability to think holistically Ensure adherence of all branded stores to training requirements and that all training has been completed prior to rendering service Assist in training initiatives linked to knowledge gaps and new product introductions Ensure the trades' knowledge levels are of the recommended standards - Identify Knowledge level gaps and book training accordingly.