Role purpose:

Directing zonal operations (including associated branch) to grow customer and revenue market share

- Responsible for managing gross and net adds/total revenue through market and distribution planning, channel management, customer service delivery and brand initiative implementation

- Ensuring smooth operations while identifying opportunities for cost control on an ongoing basis

Key accountabilities and decision ownership:

Sales:

- Deliver overall Customer Market Share (CMS) target for the zone

- Achieve targeted net adds for all products (voice - prepaid/postpaid, data, VAS etc) across all sales channels (Distribution, Retail, Direct, Enterprise, SME) in the zone

- Achieve channel infrastructure enhancement targets (recharge outlets, activation outlets, town reach, no. of stores, VMS, ADVMS etc)

- M - pesa - Deliver prevailing specifics as directed in line with the evolution stage of the business

Revenue:

- Deliver overall Revenue Market Share (RMS) target for the zone - Achieve zonal revenue target - across all products and channels

Budgetary Control:

- Achieve savings on allocated SAC (controllable components), Personnel and G&A budgets at the zonal level

Customer Service:

- Manage overall customer satisfaction and revenue churn targets across different customer segments

Marketing:

- Ensure higher visibility by executing communication and branding activities, in coordination with the circle team

Collection:

- Collections KPI as per circle requirement

- Collection infrastructure/ reach enhancement

Network:

- Guide zonal network resources and coordinate with circle teams as well as outsourced network agencies to provide inputs on O&M issues

- Coordinate with the network and sales team to improve utilization of LUS

People:

- Manage changes in business, organization, people to ensure continuity and smooth operations

- Coaching, mentoring and retention of on-roll team members

- Management of off-roll employees and agencies (in CS, C&C, Sales)

HSW & Diversity

- Take specific & demonstrable measures to drive the agendas in the team

Key performance indicators :

- Achievement of key financial targets (Revenue, Cost)

- Execution of zonal level strategies and plans

- Ensure complete alignment of all functions to stated business objectives

Grooming, development and retention of team members

Core competencies, knowledge and experience:

Critical Success Factors

- Building Team Commitment

- Strategic Thinking

- Leads Decision Making & Delivering Results

- Analytical Thinking

Threshold Functional Competencies

- Sales Planning and Forecasting

- Negotiation

- Actionable Insights

- Solving Problems

Differentiating Functional Competencies

- Customer Relation

- Service Quality and Planning

- Solution Selling

- In-Market Execution

Experience

- 7-10 years of experience

- Experience in Sales & Distribution is a must

- Team Management experience

Must have technical / professional qualifications:

Essential : Graduation

Desired : full - time post - graduation in business management/MBA

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