Blue Label Distribution- Eastern Cape (Garden Route)
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The Business Partner Hub leads the penetration of the main market within the region via the Hub-and-Spoke model by actively sourcing profitable and sustainable 3rd parties to operate as hub traders to Blue Label Distribution and servicing them
Key Responsibility Areas
Hub Support and Management
Manage, in partnership with the hub, the activation of the hub whilst assisting with establishing processes and controls within the hub to ensure ongoing sustainability and profitability.
Perform regular sales and service support visits to the hub to drive:
Ongoing operational excellence within the hub
opportunities to grow the customer base and / or growth within existing customers
assist in servicing downstream merchants
launch of new products
strong governance adherence (through a market audit process)
Serve as the ‘escalation point’ for merchants or downstream customers who have not had technical or commercial queries resolved.
Regular follow up and support with all technical issues.
Ensure that correct and timeous information is shared with the Hub Management
Manage all aspects of the budget throughout the project when assigning a new hub
Adhere to selection criteria for the hub and drive profitability
Training and Development
Provides training to the hub and its personnel to equip them with the necessary knowledge to provide a support service to their downstream market:
Product (including starter packs) and device knowledge, and
foundational business practices (i.e. KPI management, reporting usage, customer service)
Governance around RICA processes
Full process training on all aspect of business operation within Blue Label; including how to log a call, device swop etc.
Report training and how to interpret said reports
Business Development and Growth
Provides guidelines to the hub in how to identify potential downstream customers from an existing customer base, as well as on the process of performing a prospecting function to identify new customers that are not currently associated with the hub
Drive individual performance to achieve stretch goals and targets
Build customer growth by displaying a clear understanding of the competitor
Arranges BLD support with the hub’s launch day and coordinates the provision of the correct marketing material, devices, starter packs and consumables for all downstream merchants as well as the hub itself. Educates the hub on the required use of marketing material in the different facilities, and the ongoing replenishment processes.
Accountable for ordering all required electronic devises and ensuring they are delivered to the correct location.
Requirements of the Job
At least 4 years’ experience in a customer facing role
3-year marketing/Sales Diploma or equivalent
Competencies / Behaviour
Detailed understanding of BLD escalation processes and other relevant internal processes.
Some familiarity with legal contracts is required: specifically the ability to understand the scope and overall intent of contracts in order to explain them to customers.
Demonstrated experience in successfully negotiating with customers
Demonstrated experience in providing first line technical problem solving for digital devices.
Advanced knowledge of operating systems and accounting processes in order to provide a competent level of trouble shooting in this area.
Advanced knowledge of the market, competitors and associated risks
Advanced product knowledge must be developed immediately in order to pass on this expertise to the customer. Proven experience in leveraging product knowledge to enhance the commercials of both BLD and the customer – specifically in the improvement of their cash flow.
RICA process knowledge would be strongly preferred
Entrenched knowledge with proven experience in cold calling process principles and marketing processes
A history of applying deep business acumen to problem solving and relaying it downstream for action
Excellent communication skills
Present themselves in a professional manner
Willing to work outside of official business hours
Open to relocation and extensive travel
A strong influencer
Show agility in communicating across different organizational levels and departments
High energy and a strong customer service orientation
Ability to coordinate and collaborate across 20 different hubs that in turn, manage up to 4000 customers
Strong analytical skills and the ability to action insights
High levels of accountability including solid self-management, results-orientation and a passion for placing the customer first
A history of Honesty and Integrity to build and entrench Trust both within and outside the business
Ability to coach and mentor individuals within and outside the organization