Regional Commercial Manager at MAL Consultancy

JOB SUMMARY

The Regional Commercial Manager (Air & Road Transit) will be responsible for growing, developing and implementing a robust Air & Road Transit Commercial Strategy to drive growth in both revenue and customer base for our regional markets in Uganda, South Sudan, Rwanda and Eastern DRC. Additionally, the role holder will be required to Identify new and relevant business opportunities and manage the marketing and customer experience strategy and journey to ensure delight and satisfaction while interacting with various products and services offerings within the region.

DUTIES & RESPONSIBILITIES

Sales & Business Development

• Increase market share through customer acquisition and increased usage and retention of existing customers through cross and up selling
• Provide best in class customer support and relationship management
• Gather market feedback, study current and future trends emerging within the operating environment and use this to inform the products and services journey at Mitchell Cotts, including go to market decisions on various propositions which are well researched, developed and tested
• Deliver as per agreed targets all expected revenue from the different lines of business, while retaining baseline revenue by ensuring <1% churn on existing customers
• Focus on new customer acquisition to support business growth and development by profiling potential customers within existing sales regions, and acquire through existing propositions
• Segment customers and understand penetration, purchase behaviors and patterns within current usage and product penetration
• Drive loyalty, and ARPA growth initiatives seeking to deepen wallet share on existing customer base
• Setup and manage third party partnerships aimed at customer acquisition and growing usage of MCFL products and services.

Marketing

• Work closely with the marketing team in overseeing marketing activities and developments within the regional market
• Work with the marketing team in develop and implement the Brand and communication strategy
• Undertake continuous analysis of competitive environment and consumer trends.

Customer Service

• Partner with management teams to align customer service policies and systems with the company's objectives and customer needs
• Oversee customer issues and ensure effective and long-term problem resolution
• Work closely with the marketing team in developing, implementing and continuous improvement of NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric used by the organization
• Leadership and Operational Efficiency
• Develop, retain and motivate existing team while recruiting for new members and continually raising the bar for talent and capability across the division
• Drive overall operational efficiency across the division and on business operations.

Reporting & Analysis

• Provide regular reporting and analyze the performance of key accounts weekly, monthly and periodically as may be required
• Provide reports aligned to notable risks identified with targeted steps for mitigation to assure business of continuous growth and revenues.

Market Insights

• Scan the regional and country environment and provide regular business relevant updates regarding the market trends and emerging activities aligned to country/regional and industry practices and changes
• Provide feedback on insightful market intelligence and research relating to the market environment and on opportunities available and approaches to adopt in efforts to maintain a competitive edge and use your research insights to inform and identify new marketing and customer needs.
• Attend client meetings, sales events and trainings to keep abreast with the latest industry developments as well as gathering market intelligence and provide feedback on trends and forecasts.

Operational Excellence

• Maintain quality service by establishing and enforcing organization standards
• Document the regional commercial processes, and prepare executive sales reports
• Support excellence in delivering by inculcating a culture of ownership accountability and excellence within the team managed
• Drive efficiency in budgeting and operational expenditure ensuring cost saving and consciousness.

Any other duties as required.

SKILS & COMPETENCIES REQUIRED

• An Undergraduate Degree preferably in Business Management, Business Administration, Operations Management, Logistics or Supply Chain Management, Warehouse Management from a recognized institution of learning
• At least ten (10) plus years of proven sales, marketing, customer service and business development track record in a senior executive or management role within a highly commercial environment
• Experience working within the Logistics Industry
• At least 8 years’ experience leading strong commercial teams with proven leadership experience with the ability to influence, develop, and empower employees to achieve their best through a teamwork driven approach
• High caliber sales and marketing professional with experience working across multiple geographies
• Proven and consistent track record of executing against aggressive growth strategies and delivering sales targets in excess of company expectations
• Extensive experiencing of managing operational customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant regional markets
• Proven Management and/or relationship management experience at a senior, strategic level
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, regulatory compliant environment
• Able to interpret MI/BI and develop strategy and make recommendations
• Personal network in place with Regional Executives
• Experience working with and knowledge of ecommerce, retail or online services verticals
• Results and detail orientated with a very hands-on approach
• Excellent problem solving and decision making skills
• Intelligent, motivated self-starter with strong interpersonal skills and work ethic.