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Title: Telephone Account Manager
Ref: EBU-TAM -NOV -2013
Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential! We are pleased to announce the following vacancy in the SME Department within the Enterprise Business Unit Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:Reporting to the HOD, SME the role will be responsible for meeting overall SME Sales acquisition and revenue targets through managing a telephone sales team.
This role will also ensure month to month ARPA growth of existing customers, and new business from potential SME customers.
The job holder’s key responsibilities will be to:
Achieve SME Revenue from new accounts, and ARPA growth on existing accounts;
On boarding of new businesses on to Safaricom SME products & services, through prospecting, outbound calling and lead generation;
Track baseline revenue of each account and ensure revenue retention & growth;
Develop, update and maintain an updated database of the Decision Making Unit (DMU) and complete profile of each individual account within the allocated target market list;
Keep the customer informed on the entire Customer Journey and processes associated with it (on-boarding process, billing process, support process etc.);
Manage the selection, growth, development, performance, motivation and recommend the reward of the team and support staff;
Manage the selection, growth, development, performance, motivation and recommend the reward of staff in the section;
Review performance of the channels on a daily, weekly, and monthly basis and ensure adherence to the use of agreed tools, processes and standards;
Manage alignment of all territory sales team to the partners and channels approved roadmap;
Manage execution of DOSA and ensure retention of high performing dealers and partners and termination of non-performers ;
Preparation of Dealer Management Sales budget.
Supporting the Telephone Sales Executives with all back end and support requests and issues escalated
Drive Customer Satisfaction Index and Customer Delight Index ;
Living and exhibiting the Safaricom way of Speed , Simplicity and Trust .
The ideal candidate should possess the following skills & competencies:
A Bachelor’s degree in Business or any other related field;
At least 5 years’ experience in Direct Sales within an FMCG/ Technology industry, with four having been spent in a telesales management role;
Excellent business acumen, with an understanding of database management, data mining and segmentation principles;
commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
Industry certifications would be an added advantage (ITIL Foundation, MCP/MCSE, CCNA etc.);
Relevant experience in an IT/Technical Support ;
Good interpersonal skills with Technical and non-Technical persons;
Excellent customer interfacing (written and verbal) skills;
Commercially orientated with a desire to increase revenues and profitability of the business.
If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below.
The deadline for application is Wednesday 6th December, 2013
Head of Talent & Resourcing
Safaricom Ltd Nairobi
Via E-mail to: hr@safaricom.co.ke
