Regional Operations Director, North-East Region

The ROD will develop and direct all Sales & Distribution activities within the assigned region, comprising all zones, ensuring that all revenue and customer market share targets are achieved through the deep and wide distribution of all product offerings within the local context.

Acquisition & Customer Market Share (CMS) Growth

• Strategize and implement actions to deliver target CMS through clear action plans for both Postpaid and Prepaid business. 
• Drive all activities towards scheme planning, productivity enhancement, distribution expansion & monitoring competition activity. 

Revenue Market Share (RMS) Growth

• Ensure the Region continues to get revenue market share in excess of CMS through implementing revenue enhancement initiatives by managing own base to deliver higher revenues
  • Drive outgoing usages, VAS etc. 
  • Focus on churning high value competition customers.

Customer Service Management

• Deliver world class customer service at all touch points in the territory leading to customer loyalty and advocacy. 
• Implement/change & monitor customer interfacing processes both at backend and front end towards building customer sensitivity in the team 

Network

• Monitor that the Network KPIs are at the agreed levels thereby creating excellent customer experience.
• Direct Network team by innovatively devising commercial schemes to optimize  network quality 

Net Revenue

• Deliver the Region’s net revenue objectives by constantly improving own base management for revenue. 

Channel Satisfaction

• Ensure that all channel partners have great pride of association through legitimate & good profits and grow with the organization. 
• Build process and systems for them to deal with trade/customers in a transparent manner.

Financial

• Ensure the territory meets the desired financial deliverables by keeping operating cost and bad debts under control/plan. 
• Ensure every Naira spent is right and delivers quality of acquisition of customers.

Build a capable and motivated team  and Managing Change 

• Drive regular feedback and reviews with each team member through structured training and on the job coaching 
• Play a critical role to ensure employee  engagement
• Lead initiatives geared at reducing attrition and retaining talent.
• Establish performance expectations and regularly review individual performance
• Recommend appropriate rewards and recognition

Educational Qualifications  

• Bachelors degree in social sciences  
• Masters in Business Administration would be preferred additional qualification

Relevant Experience & Functional / Technical Skills

• 12+ years of varied experience in Sales & Distribution ~ 5 years of relevant experience in Telecom 
• Extensive knowledge of telecoms business and value chain and sound understanding of distribution models and route to market
• Ability to innovate and deliver value to business at multiple levels will play an important role 
• Ability to manage large scale with a very wide geographical scope across region of assignment
• Ability to manage an outsourcing partner to deliver business solution
• High on interpersonal skills.
• Sound sales & Distribution experience – combination of both FMCG/Direct marketing
• Sensitive to understand customer expectations
• Sound analytical skills
• Strong communication skills and should be able to lead cross functional teams.
• High level of planning & execution capabilities