Purpose of Role
To lead and inspire the Specialized Sales team to perform against high service standards
To ensure profitable customer partnerships with Key Accounts and Rig customers
To ensure regular training and up skilling of agents
Ensure that OTC processes are embedded
To ensure achievement of performance targets.
Top Accountabilities Commercial Success
Maintain and develop business with existing Key Account and Rig ordering customers
Rated as #1 supplier by our customers
Realize business performance objectives
Team Management
To lead, motivate and develop a high performing sales and service focused team responsible for implementation of OTC standards, processes and procedures
To implement and evaluate agents against OTC SOE
Conduct and document weekly coaching and development sessions with all agents
Ensure each agent has a solid P4G and development plan
Ensure agent productivity
Functional Management
Implement OTC Processes against approved standards
Achievement of departmental service objectives including:
Telephone service levels
Quality assurance
Call and contact ratios
Query resolution time frames
Schedule Adherence targets
Achievement of departmental sales and credit objectives
Delivery of gifting, rig and Key Account outputs
Achievement of quarterly KPI
Maintain an effective staffing model taking leave into account using workforce management skills
Ensure outbound campaigns are managed and completed as required
Systems
Systems are fully utilized within OTC:
CIC (all components)
SAP CRM
SAP
BI
All agents rated as fully competent in system usage
Qualifications, Experience, Attributes and Knowledge Required QUALIFICATIONS
Three year National Degree or National Higher Diploma
EXPERIENCE
2 - 3 years leadership and trade experience within the Liquor Industry
ATTRIBUTES
Candidate MUST display high levels of energy, confidence and zeal
Actively looks to improve business and business performance and create impetus within the OTC Team.
Constantly seeks to push boundaries, exploring both conventional and unconventional ways of working
Logical thinker, detail oriented, with the ability to develop and introduce new and/or enhanced concepts and designs.
Must demonstrate high leadership capabilities. Must possess strong interpersonal skills, be comfortable presenting, a strong team player & capable of leading a peer team.
Experienced/Mastery of PC skills in MS Office (spreadsheet, database management) and experienced level of use of general system software. SAP experience is preferred.
High cognitive function, with strong business acumen and a willingness to challenge conventional structures and processes
Dynamic, enthusiastic approach to business and business life
KNOWLEDGE
Knowledge of both internal and external influences within the liquor industry
Firm understanding of retail trade dynamics
Field sales force activities and resources
Sales support systems (technologies)
Diageo Standards of Excellence
Business processes, concept development, implementation and evaluation.
Strong customer orientation, market research literacy.
Specialised Sales Supervisor
To lead and inspire the Specialized Sales team to perform against high service standards
To ensure profitable customer partnerships with Key Accounts and Rig customers
To ensure regular training and up skilling of agents
Ensure that OTC processes are embedded
To ensure achievement of performance targets.
Top Accountabilities Commercial Success
Maintain and develop business with existing Key Account and Rig ordering customers
Rated as #1 supplier by our customers
Realize business performance objectives
Team Management
To lead, motivate and develop a high performing sales and service focused team responsible for implementation of OTC standards, processes and procedures
To implement and evaluate agents against OTC SOE
Conduct and document weekly coaching and development sessions with all agents
Ensure each agent has a solid P4G and development plan
Ensure agent productivity
Functional Management
Implement OTC Processes against approved standards
Achievement of departmental service objectives including:
Telephone service levels
Quality assurance
Call and contact ratios
Query resolution time frames
Schedule Adherence targets
Achievement of departmental sales and credit objectives
Delivery of gifting, rig and Key Account outputs
Achievement of quarterly KPI
Maintain an effective staffing model taking leave into account using workforce management skills
Ensure outbound campaigns are managed and completed as required
Systems
Systems are fully utilized within OTC:
CIC (all components)
SAP CRM
SAP
BI
All agents rated as fully competent in system usage
Qualifications, Experience, Attributes and Knowledge Required QUALIFICATIONS
Three year National Degree or National Higher Diploma
EXPERIENCE
2 - 3 years leadership and trade experience within the Liquor Industry
ATTRIBUTES
Candidate MUST display high levels of energy, confidence and zeal
Actively looks to improve business and business performance and create impetus within the OTC Team.
Constantly seeks to push boundaries, exploring both conventional and unconventional ways of working
Logical thinker, detail oriented, with the ability to develop and introduce new and/or enhanced concepts and designs.
Must demonstrate high leadership capabilities. Must possess strong interpersonal skills, be comfortable presenting, a strong team player & capable of leading a peer team.
Experienced/Mastery of PC skills in MS Office (spreadsheet, database management) and experienced level of use of general system software. SAP experience is preferred.
High cognitive function, with strong business acumen and a willingness to challenge conventional structures and processes
Dynamic, enthusiastic approach to business and business life
KNOWLEDGE
Knowledge of both internal and external influences within the liquor industry
Firm understanding of retail trade dynamics
Field sales force activities and resources
Sales support systems (technologies)
Diageo Standards of Excellence
Business processes, concept development, implementation and evaluation.
Strong customer orientation, market research literacy.
Specialised Sales Supervisor