Duties:

• Establish relationships with new customers through recruiting and onboarding;
• Maintain and grow relationships with existing customers;
• Strive to improve customer satisfaction through excellent customer service;
• Identify and respond to client needs;
• Keep a high level of knowledge about existing products and services, and learn about new products and services as they come in;
• Follow up on customer orders as necessary;
• Anticipate the needs of clients and address them accordingly;
• Meet with customers to determine their specific needs and wants while managing the whole Value
• Chain with courtesy and Finesse to deliver results;
• Responsible for 100% Revenue target allocated to individuals.

Minimum Requirements:

• Diploma in sales, marketing or any relevant field;
• Bachelor’s degree is an added advantage;
• Excellent oral and written communication skills;
• Superior interpersonal skills;
• Ability to take initiative and work independently;
• Exceptional organizational skills;
• Good familiarity with word processing, spreadsheet and database applications;
• A minimum of 5 years of experience in field sales within FMCG or retail with a least 2-years experience managing a team;
• Strong knowledge of retail industry standards;
• Confident and charismatic approach to people.

Key Responsibilities:

Business Unit Performance: Responsible for P&L management for the warehouse and market while driving profit maximization for the business unit. Oversee the business unit performance management and ensure the attainment of all organizational KPIs for the unit. Account for any performance decline and devise was to improve the same.

Revenue Generation: Work collaboratively with the commercial and purchasing teams to spearhead revenue generation in market including advisory on product pricing to generate business margins. Liase with the sales team to drive product penetration and uptake in the market including the formulation of effective sales and marketing strategies.

Strategy Execution: Communication of the business strategy in market and ensure execution against the set KPIs as per the strategy. Ensure the team understanding and buy in to the strategy. Support the development of the pricing strategy and product pricing based on market understanding, competitor analysis and customer feedback.

Operations Optimization: Lead the coordination of business activities with the head office and collaborate with Functional Managers to guarantee operational efficiency. Proactively support the development and review of SOPs based on the gaps identified to maximize operations effectiveness.

Inventory Management: Work closely with the Warehouse Supervisor and Loss Control Supervisor to facilitate proper inventory management, stock control and loss prevention. Collaboratively formulate and implement measures to safeguard the inventory in the warehouse.

Compliance: Drive compliance to the laid down SOPs for the warehouse, operations and HR whilst ensuring proper team training and appreciation. Ensure legislative and regulatory compliance of the business unit including Health and safety compliance of the business unit. Undertake frequent operations audit to evaluate level of compliance, operational gaps and hinderances for immediate action.

Budget Management: Develop and present the annual budget for the specific business unit; Monitor and oversee it’s utilization including budget control, accounting as well as reconciliation.

Market Intelligence & Business Advisory: Undertake frequent market survey and analysis to identify opportunities the business can capitalize on, understand competitor activities and appreciate customer dynamics. Escalate customer feedback to the management to ensure course correction where necessary.

People Management: Support staff recruiting for the business unit, training, supervision and appraising of staff. Work closely with the HR team to execute key HR functions in the unit including policy implementation, performance management, disciplinary, evaluations and training.

Minimum Requirements & Key Skills:

• A Diploma in Business Management or related field. A Bachelor’s degree will be an added advantage;
• A minimum of 4-6 years in operations management and driving business performance in a retail or FMCG background;
• Experience handling end to end operations cutting across warehousing, logistics, sales and business performance management is preferred;
• Appreciation of the business environment, key priorities and a keen sense of what needs to be done for the business to succeed;
• Proven ability to manage cross functional teams with indirect reporting lines to drive the execution and achievement of the business objectives and strategy.

Key Responsibilities:

• Strategic Execution: Lead the development of the overall Sales and Commercial Strategy, goals and objectives for the business and manage its implementation; including developing existing relationships with key industrial partners to create new sales and commercial opportunities. Develop and oversee the implementation of plans for expansion and business development as well as strategies to accelerate business growth.
• Business Modelling: Direct the extensive understanding of business model, growth models and identification of sales and commercial opportunities. Implement robust new business processes across the organization aimed at identifying new sales and commercial opportunities and efficiencies in line with the business goals. Implement a rigorous analysis of existing customer needs, trends and forecasts within the value chain in search of value-adding and new service opportunities.
• Performance Management: Oversee revenue generation and diversification of income streams for the business while encouraging business growth and performance. Develop metrics to monitor the performance of sales and commercial activities; Analyse the business performance, including profitability, revenue pricing and cost of goods in comparison to market prices. Utilise analytics to create action plans that are based on data and statistics and interpret business results against targets, reporting the results to the senior management team on the performance. Oversee the performance of the sales team in outlet recruitment, retention and route optimization to ensure that our Dukas/Kyosks are regularly serviced and buy across the portfolio.
• Business Intelligence: Advise theframework for business intelligence reporting; support the wider business needs with compiling data and information to assist with continuous improvement developments and improving business performance. Review data to identify trends or opportunities to reduce costs, improve revenue and improve business performance.
• Business Advisory: Play a lead role in advising the around pricing of sales and commercial contracts. Coordinate with the Purchasing team to develop risk assessments and pricing structures for products to work toward commercial efforts. Identify cost-effective and sales and commercial opportunities for service & process improvements and support their implementation in the business.
• Budget Management: Manage the expenditure of the sales and commercial budget across the year, oversee expenses and revenue to create financial returns and business growth. Support financial planning and budgeting for the business based on market & revenue data and analytics.
• Stakeholder Management: Develop strong relationships with different departments within the company to ensure everyone is working toward the same targets and goals. Ensure alignment with the sales and commercial strategies that reflect immediate business requirements and potential business development opportunities.
• People Management: Provide leadership to the direct reports including scheduling frequent one on one meetings, conducting monthly performance appraisals and driving a high-performance culture within the team. Support the recruitment of sales and commercial team members including role & success profile definition and interviewing. Contribute to a sustainable positive workforce environment and culture through collaborative leadership, open communication and teamwork.
• Sales and Operation Planning: Provide leadership to the S&OP process ensuring that markets through bottom-up approach put together demand plans per SKU/Brand/Category in line with the Business growth plans and track weekly performance to ensure targets are achieved.
• Party Management: Monitor the performance of 3rd party sales companies in contract with Kyosk and ensure that contracts are renewed on time and key performance metrics are entrenched with weekly/monthly/quarterly reviews. Ensure that teams seconded to Kyosk from the parties are as per the agreed caliber and performance reviews, coaching and trainings are done as per the annual calendar.

Minimum Requirements & Key Skills:

• A bachelor’s degree in Business Administration, Marketing or a related subject/field;
• A master’s degree will be an added advantage;
• A minimum of 5 years relevant experience with at least 3 years in a similar position in retail, FMCG or manufacturing;
• Strong financial analysis experience and sales/commercial (acumen) experience including financial modelling is a plus;
• Extensive understanding of business growth models and the ability to foresee sales and commercial opportunities;
• Excellent relational skills, working tirelessly to build and maintain beneficial partnerships with key stakeholders;
• Strategic development and critical thinking skills with experience supporting the setting financial targets, developing budgets, and monitoring compliance;
• Ability to collaborate with and coordinate diverse teams (marketing, sales, customer service, etc.);
• Working knowledge of how to conduct market research and analysis including the creation of detailed business plans;
• Understand existing customer relationships and their requirements to ensure they are being met;
• Outstanding commercial, sales and business development skills and proven ability to develop commercial strategies that improve business performance;
• Proven success of managing/implementing new business pipelines;
• Ability to manage multiple projects at the same time.

Competencies & Skills

• Strategic Orientation & Thinking;
• Sales and Commercial Acumen;
• Entrepreneurial Skills;
• Stakeholder Management;
• Analytical Thinking;
• Tech Savvy.

Key Performance Indicators (KPI’s)

• Effective shift management and supervision of all loss control & security staff in the store.
• Proactive approach towards loss minimization.
• Timely capturing and submission of branch loss control comprehensive reports.
• Propper implementation of company standard operating procedures especially security-related.

Duties and Responsibilities:

• Supervises all loss control and security staff in the assigned warehouse to ensure the company rules, policies and standard operating procedures are always followed by everyone.
• Identify hazards and security risks in the warehouse and raise them to management for necessary action.
• Train your team and always keep it motivated and focused on attaining set goals and beyond.
• Conduct Tuk Tuk and third-party vehicle inspections on weekly basis and maintain records for the same.
• Reconcile all TRQs as will be shared from HQ against branch records and submit report on any matters arising on daily basis.
• Monitor compliance with standard operating procedures for loss prevention, physical security, or risk management.
• Investigate known or suspected internal & external theft, or vendor fraud.
• Collaborate with law enforcement agencies to report or investigate crimes within the assigned branch.
• Testify in civil or criminal court proceedings when called upon by management.
• Conduct store audits to identify problem areas or procedural deficiencies e.g. alarm system, perimeter walls, store arrangements, CCTV etc.
• Identify and report merchandise or stock shortages/stock-outs to the warehouse management team for necessary action.
• Maintain documentation or reports on loss prevention-related incidents.
• Perform covert surveillance and of areas susceptible to loss, such as receiving areas, Dispatch areas, stock room, refuelling areas, and driver delivery points.
• Prepare and submit written reports on loss control investigations as they arise.
• Verify proper functioning of physical security systems, such as closed-circuit televisions, alarms or locks and shutters.
• Conduct third checks on stocks being delivered by suppliers to detect or deter any form of collusion to under-receive.
• Identify and report safety concerns to maintain a safe working environment for all employees.
• Form, chair and maintain a fire and safety team in the warehouse
• Maintain confidentiality of proprietary information for the company
• Report all unethical behaviour in the warehouse to the company top management.

Job Requirements:

• A Diploma in security or criminology or any other related course;
• Computer Literacy is mandatory;
• 5 years experience in loss prevention or security industry;
• FMCG Distribution outlet set up that involves a lot of goods and vehicle movement. Data and all dispatch documents are displayed and maintained on a digital platform thus this heavily requires conversance with IT.

Skills & Competencies:

• Leadership skills
• Computer skills
• Detail-oriented, preventative outlook and vigilant
• Good physical condition, as this position may require a lot of walking and standing
• Team player
• Strong verbal and written communication skills
• Observational and Analytical skills
• Interrogative skills
• Understanding safety processes and procedures
• Ability to respond well to emergency situations
• Good character beyond reproach, high integrity and a clean criminal record
• Can Work under minimal supervision
• Objective mind and result oriented
• Must be physically fit.
• Must Uphold proper personal grooming
• Tech Savvy.

Key Responsibilities:

• Customer Management: Handled all incoming or outgoing customer communication from Kyosk’s customers via various channels and ensure customer queries are addressed in a timely and efficient manner. Updated Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines. Solved customer concerns within the organization and escalate issues that cannot be solved immediately. Provide prompt & professional replies to all customers queries.
• Customer Retention: Provided customers with technical support using the company products. Provide customers with new information about company services and products including modifications and improvements. Build sustainable relationships of trust through open and interactive communication.
• Market Analysis: Actively drive market analysis initiatives to identify key trends in the market, monitor customer behaviour and share this data with the Customer Service Manager to drive retention and new customer acquisition. Conduct in-person field visits to current customers to deliver the highest quality of support and address customer questions and concerns to ensure a high level of customer satisfaction.
• Support Sales: Generate sales leads by upselling and cross-selling; identify and assess customers’ needs and share this feedback with the sales team for action. Drive revenue and customer retention through customer relationship management. Support the selling processes for our customers to generate additional Sales.
• Service improvement: Utilize feedback from customers to facilitate improved quality of services being provided. Collaborate with the Operations, Sales & Product teams to share improvement ideas. Work collaboratively with the Customer Service Manager to develop a first-class service experience for all our customers.
• Relationship Management: Actively build, manage, and maintain strong positive customer relationships and ensure top of mind awareness for our customers.
• Reporting: Prepare daily customer engagement reports against the set key deliverables. Highlight key customer concerns, queries and issues that require resolution at a higher level. Follow up on issue resolution with respective stakeholders to ensure all raised customer concerns are fully addressed and acted upon per the company guidelines.
• Operational Excellence: Support the Customer Service Manager to create and roll out customer satisfaction surveys to identify what’s working, the gaps and the areas of improvement with an aim to drive high levels of customer engagement and retention.

Minimum Requirements & Key Skills:

• A minimum of 2 years experience in customer service,( with a focus on customer complaint resolution and/or call centre)
• Familiarity with customer management systems;(ticketing systems, service desks or CRM is a plus)
• Ability to handle irate customers in a calm and diplomatic manner;
• Strong persuasion and negotiation skills;
• Ability to evaluate and prioritize work accordingly;
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion;
• Energetic with a passion for customer service;
• Have an ability to influence and collaborate with a team;
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization.