GB JOBS: Stresert Services Limited

Stresert Services Limited - Our Client is a global leader in the telecommunications and data-services sectors delivering wide range of affordable, high quality and easy to use broadband access and communication
services across Nigeria and Africa.

The company has vacant positions to fill:

Job Title: Technical Sales Support (9 Openings)
JOB Code: T-SS
Location: Lagos

Job Summary:
This role will be responsible for providing pre-sale and post-sale technical support services to the sales team in dealing with existing and potential customers and ensuring that customer queries are resolved efficiently and effectively within the agreed service level agreements. Some of the duties and responsibilities include but are not limited to:

Duties and responsibilities:

• Pre- Sales Technical Support:
• Perform functional testing of User equipments form the warehouse to ensure that the devices are performing optimally prior to selling to customers and ensure that no underperforming device is sold to a customer
• Assist the products team in field testing and performance analysis of new products

Post-Sales Technical support:

• Provide professional and effective technical support to the sales team to ensure that customer expectations are met particularly in terms of quality (experience) and timeliness in line with agreed SLAs.
• To effectively deal with all support calls, investigating and responding to queries and ensuring successful conclusion within the shortest time possible.
• Troubleshoot connectivity issues experienced and reported by customers together with the sales and networks teams and ensure that service level agreements are adhered to.
• Test user equipment returned from the field for failure and assess whether they can be repaired, replaced under warranty, or replaced without warranty within agreed SLAs
• Provide support in deployment/installation of the Client s equipment at customer premises
• Manage issues assigned form the call centre related to the Client s Internet Serviceand User Equipment and resolve within agreed SLAs
• Provide training and product knowledge support to the sales team to ensure a good level of understanding of the Client s products and services as improved and maintained from time to time.
• Liaising with the sales team and other internal departments and/or service providers to ensure that customers issues/queries are brought to successful closure.
• Provide information/reports required to the Customer Service Manager or Head of Sales & Distribution as well as support on sales presentation as and when required.
• Provide any other ad hoc duties assigned to you from time to time by the Head of Sales & Distribution or any other person appointed by the Company for this purpose.

Education and experience

• Degree or diploma Engineering, Computing, IT or other relevant field.
• Technical and/or sales experience in an ISP or telecom services provider - at least two years.
• Experience in the same or similar role will be of added advantage.

Job Title: Trainer / Training & Development Manager
JOB Code: Tr-Dev Mgr.
Location: Lagos
Job Summary:
This role will be responsible for on-going improvement of employee s skills enabling them to fulfil their potential within the organisation. The role will involve: indentifying skills gaps/training needs, preparing training plans, preparing and updating training material and conducting training programs. Developing training content and designing courses, exercises, assignments and other activities to enhance learning.

Duties and responsibilities:

• Assessing and identifying skills gaps/ training needs through surveys, appraisal schemes and consultation with business managers
• Developing training strategy/plans based on business needs and training needs assessment reports
• Developing training courses and material for in-house training as appropriate
• Review and amend training content/material/plans/processes as may be necessary in order to adapt to changes in the business
• Facilitate execution of OPCO Training Plans as agreed form time to time
• Periodically evaluate effectiveness of internal and external training content/material/plans and make the necessary recommendations
• Work with and support other line managers solve specific training problems/skills gaps in their respective teams
• Monitoring training costs to ensure training budgets are not exceeded and prepare budget reports/updates
• Demonstrate proficiency in products & services, systems, processes and handling customer queries. Pass on the same knowledge to the staff to enhance productivity/performance.
• Provide any other ad hoc duties assigned to you from time to time by the Head of Sales& Distribution or any other person appointed by the Company for this purpose.

Education and experience

• Relevant Degree
• At least 5 years experience in same or similar role with a minimum of 3 years facilitation, course delivery and/or public speaking experience
• Specialised qualification/experience in training e.g. PTC, TOT, CIPD
• Knowledge and experience in techniques/ philosophies of adult education/learning

Skills and Competencies:

• Training background
• Excellent communication both written and oral
• Strong interpersonal and team leadership skills
• Strong computer skills including proficiency in word, excel and power point
• Ability to operate related computer software and business related equipment/training aids
• Ability to handle multiple priorities and complete tasks/projects according to plan
• Ability to travel to all the Client s business locations in and out country
• Professionalism in attitude and presentation
• Self motivated with strong organisational and time management skills

 Job Title: Regional Sales Manager (2 Positions)
JOB Code: Reg.Sales Mgr
Location: Lagos
Mission/ Core purpose of the Job: (Short description)

• Provide leadership, direction and development to all aspects of the Distribution & Sales function in the region
• Implement the OPCO sales and distribution framework, strategy, processes, policies and standards in the region
• Ensure the development and implementation of regional distribution and sales plans which are embedded in the OPCO s distribution and sales roadmap
• Optimize the existing markets in the region through effective distributor management, selection, negotiation and merchandising and distribution
• Develop and manage the sales and distribution organization in the region
• Propose and agree with the OPCO Head of Distribution & Sales objectives to the regional sales and distribution organization, forecast and monitor results

Ensure the development and management of the following functions in the region:
(1) Sales Operations

• Operational target setting
• Operational reporting
• Inventory management and logistics
• Channel commission and incentive schemes
• Sales staff compensation

(2) Channel Development

• Distribution and sales partner acquisition
• New channel development

(3) Channel Management

• Direct: the Client s shops, direct sales forces
• Indirect: IT shops, internet cafes, banks, other retail chains (supermarkets, petrol stations), mass market (FMCG distributors and independent dealers)
• Wholesale (other operators and ISPs)
• Conduct regular Continuous Improvement reviews with distribution and sales team members in the region
• Manage the applicable OPCO governance and approval processes relevant to distribution and sales in the region
• Ensure the regional sales organization behaves with ethics and efficiency
• Establish and monitor service levels/ standards to ensure that regional operational KPIs meet OPCO and Group standards
• Manage local relationships (logistics partner and distributors) in the region
• Deliver the region s sales revenues (excluding interconnect), cost of sales (commission level) and OPEX targets as per the approved OPCO budget

Experience:

• 10 years of experience in distribution and sales to the consumer market with a minimum of 5 years in the telecom industry
• Experience should include a few years of operational sales in the streets (not HQ function)
• Experience in logistics is a plus
• Experience in FMCG is a plus
• Experience in B2B sales is a plus
• Experience in marketing is a plus

Job Title: Corporate Sales Manager (3 Positions)
JOB Code: Corp.Sales Mgr.
Location: Lagos
Job Summary:
This role will be responsible for growing and maintaining relationships with customers within the Client s corporate segment (typically more than 50 employees) and achieving set sales and revenue targets for the assigned segment and business sector(s).
The Corporate Sales Manager will have overall responsibility for selling and supporting the Client s complete data product and service offering in this segment and within the assigned business sector(s). Focusing on potential and existing corporate customers, the Corporate Sales Manager s most critical interactions will be customer presentations and face-to-face meetings with key influencers and decision makers in the target organisation.

Duties and responsibilities:

• Develop profitable and sustainable sales growth plans for the assigned customer segment and business sector(s).
• Customer identification and recruitment: aggressively grow sales volumes and profitability within the assigned segment and business sector(s) through proactive sales, understanding customer requirements/ needs and customer relationship management.
• Effectively co-ordinate the activities of the resources assigned to ensure that sales and revenue targets for the assigned segment business sector(s) are met.
• Ensure that agreed sales targets and objectives are met by expanding market awareness of the Client s brand, products and services.
• Register the Client s customers onto the network and install routers, dongles and/ or other equipment at the customer premises.
• Attain intimate knowledge of the composition of the Client s market in the assigned segment and business sector(s). Create and maintain an up-to-date database of existing and potential customers within the assigned segment and business sector(s) with the view expanding the Client s footprint within the assigned segment and business sector(s).
• Attain intimate knowledge of each corporate customer (accounts) in portfolio: nature of business, critical business needs, trigger to decision to purchase the Client s services, key influencers within the organisation, decision maker, etc.
• Update the Client s corporate customer data base accordingly and make sure all information related to corporate customers (accounts) in portfolio is accurate and up-to-date.
• Be responsible for the safe keeping of cash received from sales until it has been handed over to the Client s Cashier or bank in the Client s bank account.
• Manage customer relations, attend to customer queries and continuously measure customer satisfaction and take prompt corrective measures.
• Review daily, weekly and monthly results and align activities and resources accordingly.
• Report on sales results and market conditions to the Head Direct Sales Force and make appropriate recommendations.
• Maintain in good condition all tools of trade ( equipment ) issued to you by the Client s and ensure that they are returned to the Client s for safe keeping at the end of every day.
• Provide any other ad hoc duties assigned to you from time to time by the Head Direct Sales Force or any other person appointed by the Company for this purpose.

Education and experience

• Degree in Business, Marketing, Sales other business related degree
• At least 5 years direct sales experience with at least 2 years at a supervisory level or handling corporate/ high net worth accounts
• Experience in the same or similar role in an ISP or telecom services provider will be of added advantage

Skills and competencies:

• Local market knowledge. Product specific knowledge will be an added advantage
• Successful track record in meeting and/ or exceeding sales targets. Strong aptitude and knowledge of Sales and Marketing Techniques
• Resource planning, organisation and time management skills
• Interpersonal and networking skills demonstrated ability to develop, build and maintain customer relationships
• Strong communication and presentation skills. Ability to present/ demonstrate various solutions to customers
• Result oriented with a strong drive and determination to excel. Strong work ethic, positive attitude and professional demeanour
• Able to work under highly demanding and challenging conditions
• Willing to go an extra mile to ensure customer expectations are met or exceeded
• Team leadership and management skills
• Computer Literate and ability to understand numerical information

 Job Title: Account Manager - Direct Sales (4 Positions)
JOB Code: Acc Mgr- Dir.Sales
Location: Lagos
Mission/ Core purpose of the Job (Short description)

• Achieve or exceed monthly sales targets in term of number of trials, number of paying customers, total number of connections and revenue.
• Gaining a clear understanding of customer s business, listening to customer requirements/need and presenting appropriately to make a sale; challenging any objections with a view to getting the customer to buy;
• Maintaining and developing relationships with existing customers in person and via telephone calls and emails;
• Advising on forthcoming product developments and discussing special promotions;
• Cold calling to arrange meetings with potential customers to prospect for new business; continuously building prospect database from knowledge of area assigned, referrals, personal and business network/relationships
• Responding to incoming email and phone enquiries;
• Acting as a contact between a company and its existing and potential markets;
• Negotiating the terms of an agreement and closing sales; negotiating on price, costs, delivery and specifications with buyers and managers;
• Creating detailed proposal documents, often as part of a formal bidding process that is largely dictated by the prospective customer;
• Gathering market and customer information; feeding future buying trends back to employers;
• Representing the organisation at trade exhibitions, events and demonstrations;
• Recording sales/ order information and entering information into company
• Maintain up to date and accurate customer account and status information in company s
• Reviewing your own sales performance, aiming to meet or exceed targets;
• Making accurate, rapid cost calculations and providing customers with quotations;
• Attending team meetings and sharing best practice with colleagues.

Experience:

• 2-3 years of sales, marketing and/or customer care to the consumer/SME market
• Experience should include a few years of operational sales in the streets (not HQ function)
• Experience in telecom and/or FMCG is preferred in customer-facing environment

Job Title: Head of Indirect Sales
JOB Code: H-Ind.Sales
Location: Lagos
Job Summary:
This role will be responsible for the development and execution of the Client s short term and long term indirect distribution and sales channel business strategy. The role will be charged with the identification, on-boarding and management of strategic distribution partners, resellers etc. with the aim of extending the Client s distribution reach into existing and new markets and delivering enhanced revenue opportunities.

Duties and responsibilities:

• Provide leadership, direction and development to all aspects of the Client s indirect distribution and sales channels
• Implement indirect distribution and sales channel strategies, and accurately and proactively manage sales forecasts. Deliver the sales targets set for the Client s indirect channels (customers, revenues, costs of sales)
• Work with relevant functions to identify and recruit indirect sales partners within the Client s coverage areas. Define appropriate remuneration structures and frameworks (commissions, performance bonus, incentives) to drive the Client s indirect distribution and sales partners and deliver the set sales targets
• Manage assigned indirect sales resources and their performance to ensure they are appropriately utilised and meet assigned sales and growth targets
• Monitor and analyze indirect channel sales volumes, pipeline activity and competitive activity and develop plans to beat the set targets. Monitor and manage product line sales activity across the channels to ensure it meets the Client s standards/ parameters
• Contribute to the development of sales campaigns and collateral material and how it can be applied across the indirect sales channels
• Ensure superior customer service in line with the Client s brand promise throughout all the Client s indirect distribution and sales channels
• Co-ordinate with other functions to efficiently and effectively execute indirect sales channel development and management. Ensure goals and plans are effectively communicated, understood and applied
• Coordinate activities of planning, recruitment, training and sales support for indirect sales channel partners
• Provide any other ad hoc duties assigned to you from time to time by the Head of Distribution & Sales or any other person appointed by the Company for this purpose

Education and experience

• Degree in Business, Marketing, Sales or other business related degree
• 10 years experience in Sales and Distribution with minimum of 5 years in the telecom or FMCG industry.
• Operational sales experience indirect sales channels, distribution, logistics and marketing is a plus.

Skills and competencies:

• Strong sales and distribution background
• Strong leadership, communication and project management skills
• Strong organisational skills with superior attention to detail
• Excellent analytical and problem solving skills with process focus/mindset
• Proven ability to manage multiple priorities simultaneously
• Demonstrated influencing and negotiation skills
• Strong self starter and able to drive initiatives independently.
• Accustomed to field based rather than office based role
• Flexible to work long hours and weekends with frequent in country travel

 Job Title: Head of Retail
JOB Code: H-Retail
Location: Lagos
Mission/ Core purpose of the Job (Short description)

• Provide leadership, direction and development to all aspects of the Client s Retail (the Client s shops and kiosks) function in the OPCO
• Implement the Group sales and distribution framework, strategy, processes, policies and standards in the OPCO, adapting them to local priorities and circumstances, for the Client s Retail channel
• Ensure the development and implementation of local the Client s Retail plans which are embedded in the OPCO s distribution and sales roadmap
• Optimize the existing markets through effective the Client s Retail channel rollout, management, merchandising and distribution
• Develop and manage the Client s Retail organization in the OPCO
• Propose and agree with the OPCO Head of Distribution & Sales and Group commercial objectives to the OPCO Retail organization, forecast and monitor results
• Conduct regular Continuous Improvement reviews with OPCO Retail team members
• Manage the applicable OPCO governance and approval processes relevant to the Client s Retail channel
• Ensure the OPCO Retail organization behaves with ethics and efficiency
• Ensure the different OPCO distribution and sales regions/ logistics units operate under the strict guidelines set by the Group (strategy, policies and processes), for the Client s Retail channel
• Establish and monitor service levels/ standards to ensure that OPCO operational KPIs meet Group standards, for the Client s Retail channel
• Provide superior customer service in line with the Client s brand promise in all the Client s Retail POS
• Manage local relationships (e.g. logistics partners)
• Deliver the sales revenues (excluding interconnect), cost of sales and OPEX targets as per the approved OPCO budget, for the Client s Retail Channel.

Education:

• University degree
• Fluent in English (spoken and written)

Experience:

• 10 years of experience in distribution and sales and/ or customer service to the consumer market with a minimum of 5 years in the telecom industry
• Experience should include a few years of operational sales in a shop (not HQ function)
• Experience in B2B sales is a plus
• Experience in marketing is a plus
• Strong retail and customer service background
• Telecom background
• Sub-Saharan African experience is a must

Job Title: Regional Marketing Officer (Trade Marketing)
JOB Code: Reg. MKT Officer
Location: Lagos
Mission/ Core purpose of the Job (Short description)1. The Regional Marketing resource is responsible for brand building at the regional level. The role will coordinate the implementation of HQ agreed BTL Plans being executed by the BTL agency. Focus of this role is to build brand awareness, NPS (Net Promoter Score) and encourage willingness to try the Company s brand.

• Specifically, it will include driving Company s participation at events such as:
• Business Sector, Cultural Association and Professional Group Meetings
• Road shows and exhibitions
• Promotions and product launches
• CSR, festivals and conferences
• In general, will be responsible for organizing and coordinating all corporate and marketing activities at the regional level.
• He/She will plan, implement and conduct post event evaluations.

2. Get positive publicity for events through the CSR & Brand Communication function

Education:

• University degree
• Fluent in English (spoken and written)

Experience:

• 4 years of experience post graduation
• Strong experience in executing Marketing Promotions and Customer Activation Programmes.
• Experience should include a few years of planning and implementing Road show, Town storming, Organizing Business Meetings
• Marketing Experience in the Telecom data segment will be an advantage.

Knowledge:

• Marketing Activation/Sales Background.
• Telecom sector experience is a strong advantage.
• Must have a flair for media exposures.

 Job Title: Head of Insights
JOB Code: H-Insights
Location: Lagos
Mission/ Core purpose of the Job (Short description)
Implement the set of common approaches and standards (blueprint) agreed by Group in order to generate a deep understanding of the market we operate in (business intelligence) as well as actionable customer insights enabling superior commercial performance

• Market Intelligence: competition, geo-marketing, socio-demographics, etc.
• Market research: recurring (e.g. brand health tracking, customer satisfaction, customer advocacy/ Net Promoter Score, quality of gross adds, churn) and ad-hoc (e.g. focus groups, special topics)
• Data mining: recurring (e.g. quality of gross adds, churn, post launch analyses) and ad hoc (special topics)
• In close coordination with Group, adapt the Company s Insights Blueprint to local priorities and circumstances without compromising on the most important KPIs which must be comparable across market boundaries (i.e. same definition and methodology)
• Make sure Insights are not only being generated but also used to drive the business
• Develop market research and data mining capabilities in OPCO
• Help develop business cases to support commercial decisions
• Manage the applicable OPCO governance and approval processes relevant to the Insights function

Education:

• University degree
• Fluent in English (spoken and written)

Experience:

• 10 years of experience in commercial roles with a minimum of 5 years in the telecom industry
• Strong experience in customer insights/ market research and data mining
• Experience should include a few years of operations (not HQ function)
• Experience in developing business cases to support business decisions

Knowledge:

• Customer insights/ market research background
• Data mining background (incl. statistics)
• Telecom background
• Sub-Saharan African experience is a must

Remuneration
Salary is very competitive and above industry standards. How To Apply
Qualified candidates should please forward CVs to: recruitment@stresertservices.comusing Job Title as subject of mail.

Only qualified candidates will be shortlisted and invited for an interview.

Application Deadline 15th November, 2013

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