Specialist - Branded Retail Channel (Commercial Operations)

About the role

This regional role supports the implementation of the Experience Centres/Stores sales and service strategy across MTN's owned and non-owned stores. It covers execution, operations, compliance and performance management at store level, acting as an extension of the centre (channel) team. Store staff management is now centralised under the Manager, so this position focuses on driving sales performance, customer engagement and market optimisation, with greater independence in evaluating store sales effectiveness.

Key responsibilities

• Execute the store sales and service strategy and help achieve revenue targets by monitoring store performance and meeting KPIs
• Give feedback to the manager on postpaid sales from on-the-ground observations and work with the Dealer Sales Manager and Postpaid Manager to adapt strategies
• Contribute to the 1-2 year long-term plan for MTN Shops in the region and use market insights and customer data to drive targeted postpaid sales
• Strengthen relationships with dealers and franchise stores, track and report on area store sales and the prepaid element in BRC, and work with regional marketing specialists on POS in stores
• Champion postpaid customer experience, support promotional plans and materials, resolve inventory issues and customer complaints, and liaise with the Customer Liaison Officer and trade communication on system discrepancies
• Identify operational inefficiencies, integrate new technologies and business practices, and manage interlocks with Dealer Sales Managers
• Provide technical, procedural and policy guidance to staff, colleagues, partners and vendors, and manage diversity and an employment equity plan

Required profile

• Minimum of a relevant 3-year degree/diploma or related qualification
• At least 3 years of experience in retail operations, sales execution or business performance, preferably in telecommunications or consumer services
• Strong background in store operations management, compliance enforcement and sales execution
• Experience managing dealer or franchise relationships and working cross-functionally with central teams
• Experience in customer engagement and experience management, with high satisfaction and retention in the postpaid segment