Representative - Channel.commercial Operations Sa
full-time
Job Description
To provide innovative solutions, execute merchandising plans and maintain MTN standards for optimum performance of stores in alignment with Regional Sales Operations Channel strategies.
To provide day-to-day training and communication of merchandising plans, including execution, support and guidance to the distributors in the assigned region,
To meet or exceed retention and acquisition targets by providing exceptional customer centric service
Context: (Global influences, environmental / industry demands, organisational mission, etc.)
Fast moving industry with constantly changing business requirements and technologies
Fluid complexities of customer expectations and demands
Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
Highly dynamic and fluctuating Telecommunications industry
Total customer experience for MTN brand
Constantly changing consumer and market needs
Fast paced environment
Market dynamics and developments
MTN policies, processes and procedures
Regulatory industry norms govern MTN and partners
Highly pressurized, deadline-driven environment
Highly legislated / regulated environment requires compliance Participative environment - highly diverse and team-focused
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Tasks: Indicates those KPA's that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
The implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions
To execute innovative merchandising plans, including roll out of plans and promotions to distributors and stores
Ensure that all promotions and plans are correctly implemented as per the Promotional Brief
To train, assist, communicate the plans and products, product promotions, systems, services, customer experience, promotions, and assist where necessary to ensure they are correctly and effectively implemented as well as anything required by MTN to be taught at a distributor and store levels
Monitor alignment to current promotions and incentives
Comply to regular call cycle for store visits
To understand, anticipate and capitalise on changes in consumer behaviour
Drive relationships with distributors and stores, in order to execute merchandising
To achieve measurable results in sales via the execution of solutions and service excellence.
Execute merchandising cycle of visual and point of sale merchandising via standardised processes, policies and procedures to provide seamless customer service and experiences.
Consider local conditions, as well as competitor activity to create competitive advantage
Ensure consistent merchandising and layout collaborating with Marketing for look and feel and with Trade Partner Supervisor for design elements
Ensure that all merchandising complies with MTN Corporate Identity and ensure adherence and consistency of application to PPPs
Deal with escalated queries from trade Partners and ensure resolution.
Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
Negotiate Point of Sale presence within the various sites to ensure Brand presence
Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix
Understand, and implement innovate ways, and local requirements and action plans for the different regions in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.
Ensure compliance of strategy to the Informal Indirect , Direct , Retail and Branded channel and implement remedial action for non-compliance
Compile daily reports for sites visited
Identify opportunities to increase sales in the different market sectors
Collaborate with OEM's to ensure adequate OEM merchandising elements are available to display i.e. Dummy Units , Point of Sale etc.
Relationship building and maintenance
Build and maintain relationships with all stake holders
Follow up on and respond to all queries and ensure effective resolution at store level
Maintain good communication and relationships with all areas of the Informal Channel
Report Generation
Ensure regular feedback to management on all distributors, stores and merchandising activities Provide inputs for the preparation of channel related process documents.
Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.
Complete reports on a daily / weekly/monthly as required by business
Budget Management
Ensure all expenditure is in line with the agreed budget
Identify areas where money is lost and seek ways to reduce expenditure
Identify opportunities to generate additional revenue
Compliance
Ensure that all promotional material and all posters, advertising and communication media are compliant and consistent across distributors as per the company's corporate Identity
Ensure that all marketing material meets the MTN standards and is current
Conduct a thorough quality control and correct any discrepancies
Where constant problems occur, remediate and resolve and conduct additional training of necessary If necessary, report non-compliance
Training
Conduct on-the-job training at distributor and store level
Ensure that thorough communication and effective training is delivered
Ensure that a consistent message meeting is delivered of MTN standards
Management of training targets (including booking vs attendance) as per the training calendar in your region
Ensure trade partners are aware of new products that are launching and provide training material supplied bny the traing department for ease of reference.
Customer Satisfaction
Establish and build relationships with all relevant stakeholders
Align service delivery to changing market conditions and channel requirements
Understand customer needs and communicate them to Supervisor
Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
Ensure contingency plans in place to prevent delays and enhance the customer experience and communicate effectively to manage expectations
Adopt a proactive approach to prevent problems from arising in the future
Deliver measurable results consistently for all distributors
Drive continuous improvement as an important element of service delivery
Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
Build professionalism, loyalty and commitment to the organization
Ensure compliance of stores to MTN standards and procedures and escalate if necessary
Communicate actively and effectively resolving any potential conflicts that may arise
Monitor distributor progress and report on sales and market share
Build and enforce a customer centric approach
Build employee relations and collaborative teamwork
Have the self insight and flexibility to adapt to different situations
Manage boundaries that separate units in order to optimise workflow
Live the MTN Brand - change and influence employees behaviour
Role Dependencies:
Does not refer to the various "roles" that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
Ensure that all activities are culturally sensitive in the local areas.
Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
Initiate resolution compliance, non-adherence and quality control
Apply market research in an optimal way to add as much value as possible to other areas of the business
Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage
Deploy and redeploy resources in the most effective way
Make continuous improvements at system, process and procedure level
Define and recommend opportunities for improvement and innovation
Identify innovative ways to use minimum resources to achieve maximum outputs
Understand key customer insight, and communicate this to the business via vertical strategy documents Identify and understand trends in stores
Stay abreast of business requirements and ensure activities are aligned to them
Manage business intelligence for key customers and stores to identify trends and risks for MTN
Build and maintain brand credibility
Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
Non-achievement of sales targets and merchandising standards
Limited resources and geographic spread of outlets across the country
Ineffective support or resistance from key stakeholders
Poor strategy elements
Supplier failure
Non compliance of MTN standards at distributor and store levels
Insufficient level of training at store levels
Conflict (in some instances) with stores promoting their own brand versus MTN brand.
Lack of communication with Marketing, Sales and other departments
Ineffective management and implementation of control measures
Rapidly changing consumer behaviour trends
Changes in South African regulatory environment
New products and services offered by MTN directly influence this position and therefore could impact on deliverables e.g, unrealistic deadlines.
Increasing pace of the business requiring fast turn-around times
MTN Network Coverage
Delay in receiving Point of Sale from marketing
Collaboration: Refers to formal and informal relationships
Responsibility towards: who are they and what do they receive from the incumbent.
Direct reports: None
Matrix reports: Trade Partner Supervisor
Key customers: Distributors, retailers, Informal Direct, Indirect, Branded and end consumers
Key suppliers: Marketing, OEM's
Relations, etc.: Suppliers, Supply Chain, Auditors, Key Accounts Team, HVRC
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement
Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.
Work is done according to practical, clearly structured work procedures
Make decisions to drive immediate response times
Use information to deliver in-built excellence
Make judgement calls to ensure front-line service delivery, quality and excellence
Prioritisation of work and call schedule
Decision-making that is effective and responsible for profit, customer service and business sustainability and growth
Execution of merchandising and distributor elements of design / look-and-feel
Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers.
None
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
Diploma in Commerce (Marketing / Communication or related)
Experience:
Minimum of 2 years' experience in an area of specialisation; with experience in working with others
Experience working in a small to medium organization
Training:
Procedures and processes
Products and Services
Systems training
Project management
Marketing
Effective sales training
Competencies
Head - Big Picture Focus (5)
Solution Provider - Executes task in relation to tactical plans
Problem Solver - Learns from others and draws on past experience to solve challenges
Quality Enabler - Executes on commercial practices and identifies areas of continuous improvement
Heart - Emotionally Intelligent (15)
Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours
Caring People Employee - Is self-aware and takes accountability own personal development to realise full potential
Relationship Manager - Champions the MTN brand
Hands - Results Focused (60)
Results Achiever - Delivers individual results and support team objective
Operationally Astute - Organizes work to deliver on daily priorities and plans
Apply Before 10/27/2026, 03:00 PM