A.    Main Duties and Responsibilities:
Sales Team Leadership
    Lead and manage the Corporate, SME, Government, and Residential Sales Teams, as well as the Pre-Sales and Corporate Technical Teams.
    Oversee retail shop operations to ensure seamless functionality and exceptional customer experiences.
    Coach, train, and mentor sales teams to meet objectives, maximize profits, and enhance overall performance.
    Evaluate individual and team performance, ensuring alignment with company strategy and goals.

Strategic Sales Planning
    Develop and implement sales strategies to meet and exceed sales targets across all segments.
    Define and execute strategies to win back key Business and Corporate customers.
    Proactively identify and develop new business opportunities to drive growth.
    Design and propose tailored business solutions for all customer segments, obtaining validation from the product board.
Customer Relationship Management
    Build and maintain strong, long-term relationships with customers, understanding their business objectives and needs.
    Actively manage the existing customer base to minimize churn and ensure high retention rates.
    Partner with the Marketing and ICT teams to deliver the right products and services at the right time.
Operational Excellence
    Ensure all contracts and client databases are accurately digitized and securely filed.
    Maintain high standards across all Vodafone outlets in Vanuatu, including updated and effective merchandising.
    Coordinate and manage promotional events, contact center initiatives, and direct sales campaigns.
    Oversee retail sales operations, ensuring efficiency and effectiveness.
Sales Goals and Reporting
    Set clear sales goals and communicate progress to C-level executives.
    Ensure all customer proposals meet Vodafone Vanuatu's standards and profitability criteria.

Cross-Functional Collaboration
    Work closely with Marketing and ICT teams to align product offerings and services with market demands.
    Facilitate collaboration across channels to ensure conformity with company objectives.

B.    Manage the Customer Care team
    Improving the quality of Customer Care interactions
    Develop and implement customer experience strategies and initiatives that align with the overall business objectives
    Analyze customer feedback and identify trends to improve customer experience
    Design and implement customer journey mapping to identify pain points and opportunities for improvement
    Develop and implement customer service training programs to ensure that employees are equipped to provide exceptional service
    Collaborate with cross-functional teams to ensure that customer experience is embedded in all aspects of the business
    Stay up-to-date on the latest customer experience trends and technologies
    Ensure that all communications with customers are handled within the required time frame and to the organizational standards.
    Implement measurement tools to monitor and benchmark customer satisfaction.

C.    Reports and deliverables:
    Weekly, monthly, and quarterly sales reports
    Customer satisfaction reports
    Sales team performance reports
    Customer service team performance reports
    Plans and strategies for improving sales and customer satisfaction
    Recommendations for new products and services

D.    Performance Indicators
    Achievement of sales targets
    Customer satisfaction ratings
    Sales team performance
    Customer service team performance
    Implementation of new initiatives to improve sales and customer satisfaction