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Credit Fraud Centre : Key Accounts Manager From 2008-9 To 2012-10
Duties
Increase revenue by maximising the opportunity to maintain existing clients and increase spend via up selling and cross-selling to the existing customer base.
To ensure that compliance with agreed service levels in terms of customer deliveries are adhered to and exceeded through excellent customer service. Complete the developed plan deliver on time.
Manage and oversee implementation of new products.
Build relationships with customers and all departments to ensure that optimum levels of satisfaction are achieved
Ensure Experian’s processes and policies are adhered to in the management of relationships at all times, and to represent the company in a professional, businesslike manner
To take ownership of customer issues, escalating where necessary, to maintain high levels of customer satisfaction
Arrange industry conferences and meetings by industry
To ensure agreed targets are met in terms of general service levels and Experian objectives
To ensure the agreed forecasting and budgets lines are met and action and account planning are followed
Proactively communicate customer activity to all relevant internal stakeholders to ensure effective management of revenues
Accurate and efficient administration of allocated financial tasks within customers in accordance with stipulated timelines including budgets, forecasts and actual
To contribute towards a culture of knowledge sharing in order to ensure high levels of performance across business functions
High level understanding of products’ offered and how they relate to customer life cycle
Provide clients with an interface to Experian for all issues and requirements
Set, implement and manage an effective contact strategy within allocated clients.
Present monthly reports to Exco on strategic and operational client activities and financial figures
Document all client interactions.
Keep senior management timeously informed of all major activities and issues relating to the clients
To make sure through our products and services we assist the client with the following:
Credit Vetting and Credit Granting processes
Cash Flow
Collection Processes / Procurement Processes
Monotoring of your RISK and the profiling there off / assisting with Bad debt customers and giving them the tools to monitor
Assist in the upsell as well as the review on the credit limits etc
Assist in terms of the Kredit Score to categorize the Risk levels to put pro active action plans in place.
Cellular : Area Sales Manager From 2006-10 To 2008-8
Duties
Managing a cluster of stores comprising of direct and flagship stores, indirect partners (such as Clicks, Woolworths and Edcon) and affinity partner stores (such as Virgin Active etc.). This would include all management responsibilities of the stores, from a people, systems, financial, procurement and marketing perspective.
Driving the entire customer experience.
Owning a target, for new acquisitions and retained business, specific to the relevant cluster that is to be managed, ensuring that all targets and quotas are met according to set criteria by the business.
Ensuring the channel strategies and trade marketing initiatives are implemented effectively and efficiently, relevant to the different channels, such that maximum customer attraction, retention and satisfaction is achieved.
Providing assistance or support to customers whenever needed, through active participation in the stores and behind the counter coaching and actual sales.
Owning the merchandising approach and appearance of the store such that it is at all times reflective of the Virgin culture, the above and below the line advertising campaign and meets the requirements of the stores. Stores at all times are to reflect the image of Virgin Mobile.
Managing new channel roll out within the parameters, guidelines and rules of the Virgin Mobile Sales Department.
Co-ordinating the stock levels of all stores in their geographic area. Stores at all time are to possess adequate stock of all merchandise and marketing material.
Filling in for retail champs occasionally. At such times it will be their responsibility to ensure that the sales process is a delightful experience for our customers. In doing so, they will provide advice to customers and share product knowledge to ensure that our products best meet their needs – ensuring that the satisfaction of the customer is the focus at all times.
Overseeing the training in all retail outlets.
They will follow up this training with assessments and coaching, working with the training team.
They will be the owners of information in their respective areas and therefore play the role of ensuring that champs have the necessary information regarding new products, processes and other general information.
Conductinginspections and assessments and carry out routine checks as and when required.
Appraisal’s – KPI’s and KPA’s with all staff
Key Responsibilities
Own the Targets and Numbers in the Clusters
Own the number for new and cross sell targets in each cluster
Ensure the channel marketing strategies are implemented according to total customer numbers and set ARPU
Own the customer experience in all stores and across all channels
Relationship Building across the management levels as well as internal and external
Accountable for all sales and the way that sales are driven and carried out in the direct stores and channels. This will include the forecasting against budgets per month.
Own the trade marketing implementation in the stores, according to set out strategies for the business, informed by the above the line strategy
Management of staff, finances, procurement, systems and marketing in the stores (direct, indirect and affinity partners)
Accountable for direct staff management
Management of finances, procurement, interfaces and manages the PLP as well as operational responsibilities and requirements
Accountable for ensuring training on feedback from observation campaigns and testing
Responsible for ensuring the staff are trained at all times on all products, services and systems
Responsible for knowing and applying the relevant Virgin Mobile processes and procedures across all the disciplines.
Manage stock in area
Stock reconciliation, management of shortages
Obsolescence
Stock level reports
Promotional stock merchandising
Monitor and report against asset register
Ensuring of high communication levels between departments
Implement company’s policies and procedures at store level, especially with regards to people, IT, Systems and customer processes
Manage and account for all cash and flow thereof (direct stores)
Conduct actual system transactions and over writing e.g. activations, suspensions, migrations, referrals, etc
Promote the values of Virgin Mobile to customers and colleagues
Take responsibility for personal development
Liaison, and responsibility for ensuring problem resolution with support teams on any problem areas
Virgin Mobile SA:(October 2006 – July 2007)- Champ Trainer
Training on knowledge and system levels of all retail champs
Acountable for information dissemination
Acountable for training and coaching on new products services or information
Acountable for training on feedback from observation campaigns and testing
Manage stock in area
Stock reconciliation, management of shortages
Obsolescence
Stock level reports
Promotional stock merchandising
Maintain high quality merchandising:
Good housekeeping / kiosk display / P.O.S.
Correct pricing displays.
Manage operations in store, liaise with HO/National Sales Manager:
Warranties
Repairs
Returns
OBF’s
Monitor and report against asset register
Communication in outlet and with HO / Other stores
Implement company’s policies and procedures at store level
Manage and account for all cash at outlet level
Conduct actual system transactions e.g. activations, suspensions, migrations etc
Promote the values of Virgin to customers and colleagues
Take responsibility for personal development
Liaison with support teams on any problem areas
Cellular : Key Accounts Manager From 2004-4 To 2006-9
Duties
Manage and develop relationships with all the Corporate Companies. (ex. Holding Companies Alton and Altech, Sappi, Sasol, AngloGold, Namitech, Nampak...)
Maintain high service levels.
Obtain competitive information and identify threats to action
Implementation of strategies based on all competitive information.
Reporting on a weekly and monthly basis.
Ensure Sales Targets are achieved monthly.
Working from an Action/Account plan
Ensure that every month there are a meeting with Key Management to bring them up to date with events, potential growth and threat (red flags) etc.
Sundry Information gathering.
Identifying hot spots in the field.
Meet on a weekly basis with Handset Manufacturers. (Nokia, Sony-Ericsson, Motorola, Samsung, etc) Co-ordinate launches for the bigger companies. And provide them with training.
Had a monthly meeting with National Logistics Manager (Bancroft Metcalfe) on stock issues and the stock forecasting, ETA’s and plan moving forward on all products.
Worked very close with Business Development (Andre Joubert, Andrew Dawson) on developing new Value Added Services that would work for a certain Company.
Adhoc functions:
Received various tasks, plan and implement them. With Marketing Department.
Meet on a weekly basis with Logistics Manager etc. To keep stock levels high etc.
Maintaining of the APC brand and meeting with DWF (Advertising Company ) on a weekly basis, to confirm ad’s and advertising not just in APC b
Cellular : Regional Key Accounts Manager From 1998-12 To 2004-3
Duties
Channel Manager
Manage and develop relationships with all the Service Providers, management and staff.
Co-ordinate training for all SP staff.
Manage diary of Channel Manager.
Taking minutes at MD, Directors meetings – forward to everyone with relevant times and dates with actions and plans as discussed and agreed.
Maintain high service levels within the industry. In line with the national program
Obtain competitive information.
Implementation of strategies based on all competitive information.
Report to Channel Sales Manager on a weekly and monthly basis.
Ensure all SP Advertising, Branding, Corporate Identity and Promotions are inline with MTN requirements.
Ensure Sales Targets are achieved monthly.
Manage all P.O.S and Merchandising activities.
Regional activities are running correctly. (Golf days, events, shows. Etc.)
Ensure that every month there are a meeting with managers to bring them up to date with events, promo’s etc.
Obtaining relevant, strategic information on a monthly basis to assist SP and actioning.
MTN Service Providers (HO and Regional Offices) and outlet visits as per call cycle – calls set in period of time.
Training and coaching.
Sundry Information gathering.
Identifying hot spots in the field.
National and Regional projects to assist and solve problems to make MTN service better and more customer friendly.
Received various tasks, plan and implement them. (Computer Faire, Golfday’s with branding, none performing channels – to get them to performetc.)
Meet on a weekly basis with DMG. (Advertising Company)
To sit and plan on ad’s, what, where and how we going forward.
Maintaining of the MTN brand. (Ex. – Merchandising in correct way.)
Ensure that promotional material are in store and displayed correct.
Assisting in Best Store Practise all OSP’s.
Outlays of distribution lists of all OSP’s.
Assisting with signage requests for all OSP’s.
Office Assistance – Channel Manager and Team.
Have strong relationship with OSP’s.
(November 2001 – October 2002) - Field Marketing Executive: Service Provider (OSP’s)
Protecting MTN IC – ensuring that MTN point of sale is not misused and adherents of MTN SP’s policies and procedures.
Merchandising – displays and events.
MTN outlet visits as per call cycle – calls in set period of time.
Training and coaching – MTN products, services, new handsets, MTN policies and procedures.
Branding in accordance to MTN’s CI.
Information gathering including competitive information – Gathering information in the field on other networks to better MTN products, services and promotions.
Maintaining of outlet database – complete database on outlets that sell MTN products (update via internet).
Relationship building with outlets that sells MTN products on a weekly basis.
Taking stock at MTN outlets.
Identifying hot spots in the field.
Problem solving – handset queries, repairs and customer care.
Weekly reporting on problems and issues in the field regarding the network as well as handset performance.
Roll out / launching new MTN outlets.
Supporting retail as well as dealer chains in public events.
Promoting handsets / products from handset manufactures in the field.
Travel extensive distances every month.
National and regional projects to assist and solve problems to make MTN service better and more customers friendly.
MTN / SAMPLEX (March 2000 – November 2001)
Field Marketing executive: Nationally (Samplex)
Were given projects that can better MTN in the field.
MTN (Vision Tech) Franchise – MTN SP (December 1998 – Feb 2000 - Sales Lady / Representative
Advising and explaining on contracts / phones and technical aspects of phone to customers.
Assisting with accessories.
Weekly sales figures reports.
Monthly reports.
External and internal sales.
Stocktaking.
Reaching Targets Monthly.
Handling queries and problems.
Handling client visits.
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