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Head of Sales Operations
Mission Statement for the Role:
To drive operational excellence and strategic growth within our sales division, empowering our team to deliver exceptional productivity and expand our market presence. Through innovation, collaboration, and customer-centric practices, we aim to maximize revenue, optimize efficiency, and solidify our position as a leading provider of internet services in Kenya.
Overall Responsibility:
The Head of Sales Operations at Poa Internet Limited is responsible for developing and executing sales strategies, overseeing team management and performance, collaborating cross-functionally, optimizing processes, cultivating customer relationships, conducting market analysis, and managing sales budgets to drive revenue growth and ensure long-term success.
Financial:
Head of Sales Operations at Poa Internet Limited hinges on achieving revenue targets of 80,000 customers in 2024, with increasing market share, and maximizing profitability through effective sales management, cost optimization, and enhanced internal customer’s value.
People:
Indirectly coordinate the activities of the Channel Heads and their teams
Key SMART Results for A-Player Success
Achieve a customer base of 80,000 by the end of 2024:
- Acquire 80,000 customers, tracking progress monthly and adjusting strategies as needed to ensure achievability and alignment with the company’s revenue target- By the end of Q4 2024
Maintain a customer acquisition cost (CAC) below $25:
- Maintain a customer acquisition cost (CAC) below $25 throughout 2024 by continually monitoring acquisition costs weekly/monthly and evaluating cost-effective marketing strategies and optimizing sales processes to ensure profitability and efficient resource allocation- By the end of Q4 2024
Geographic Expansion and Sales Resource Optimization:
- Expand into 3 pre-identified high-potential geographic regions, optimizing sales resource allocation to maximize customer acquisition and revenue growth, leveraging market research to tailor sales strategies that support growth and customer base expansion for each new region- Q3 and Q4 2024
Collaborate on Hiring:
- Collaborate with the Sales Team and HR to expedite the hiring process and fill open positions for the Field Sales team, Tele-Sales team, and Agency team, tracking hiring progress and onboarding completion to ensure successful team build-out – Continuous
Offboarding and Performance Management:
- Develop and implement clear off-boarding criteria and a performance management system by utilizing best practices and tools to ensure effective implementation. Aiming for improved team efficiency and accountability and also track system deployment and effectiveness to measure success – By the end of Q4 2024
Design and monitor incentive structures for the Field, Agency and Tele- Sales team:
- Design and implement incentive structures for Field Sales, Tele- Sales, and Agency teams, with a target of reducing the average customer acquisition cost (CAC) to below $25. These structures should incentivize performance across all levels (frontline, supervisors, and development representatives) – Continuous
Team Productivity:
- Achieve blended productivity targets for Field Sales, Tele- Sales, and Trade Development Representatives. This will be achieved by tracking clearly defined productivity metrics on a monthly basis and providing ongoing training and resources to improve team efficiency. Success will be measured against established baseline productivity levels for each team – By the end of Q4 2024
Marketing Calendar and Return On Investment:
- Plan and coordinate the implementation of a marketing calendar with a focus on return on investment. Below is a breakdown of the goals:
- Sales Funnels and Reporting Goal: Improve sales funnel reporting and prospecting journey quantification- By Q2 2024
- Daily Reports and Risk Management Goal: Streamline daily reporting on sales, installations, surveys, refunds, and highlight risk parameters – By Q2 2024
- Training & Development : Work closely with sales management teams and sales trainers to coordinate the targeted development plans for the sales team across sales hierarchy – By Q2 2024
Level of Management Experience required (Mandatory & Nice to Have)
The ideal candidate for the Head of Sales Operations should have a robust blend of strategic vision, operational expertise, and leadership skills, backed by extensive experience in the broadband or telecommunications industry. This role requires a seasoned professional who can drive revenue growth, optimize costs, manage large teams, and collaborate effectively across the organization to achieve the company’s ambitious goals.
Department stage of development where this role sits
Scaling
Key Competencies Criticality (H, M, L)
- Visionary Leadership: Ability to set a clear vision for the sales operations team and inspire others to achieve ambitious goals – H
- Change Management: Skilled in leading teams through periods of change, whether due to market dynamics, organizational restructuring, or strategic pivots- H
- Effective Communication: Strong verbal and written communication skills, capable of articulating complex strategies and performance metrics to various stakeholders, including executive leadership- H
- Problem-Solving and innovative thinking: Aptitude for identifying innovative solutions to challenges in customer acquisition, team productivity, and market expansion – H
- Decision-Making: Proven decision-making skills, especially in high-pressure situations where quick and effective actions are required- M
Mandatory Criteria if any with no exceptions to hire
- Direct Management Experience: Must have directly managed at least 150 to 200 people, including field sales, tele-sales, and agency representatives.
- Revenue Target Achievement: Proven track record of achieving or exceeding revenue targets in a sales operations role.
- Cost Management: Demonstrated ability to manage customer acquisition costs effectively, with a history of keeping CAC within predefined limits.
- Performance Management Systems: Experience in developing and implementing performance management systems, including setting KPIs and conducting performance reviews.
- Analytical and Reporting Skills: Strong analytical skills with experience in using CRM tools and developing sales funnel reports.
- Cross-Functional Collaboration: Proven ability to collaborate effectively with HR, marketing, and Customer Service departments.
Regional Sales Manager – Coast
Mission Statement for the Role:
To lead a region composed of 4 to 5 territories and drive key metrics of channel expansion, sales efficiency and people productivity for the territory field sales teams to achieve growth in customer acquisition as per the given targets.
Overall Responsibility:
Development of regional sales & distribution tactics, building a high performance sales team in the newly assigned territories and implementing go to market strategies that will ensure optimal sustainable sales growth in the most efficient and productive way as per the assigned targets.
Financial:
Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company. Ensure productivity per sales resource as per the commercial objectives of the company.
People:
Direct reports -Approximately 4 to 5 Territory Sales managers. Indirect: 30-40 Field sales representatives /trainees.
Location:
Mombasa.
Key SMART Results for A-Player Success:
- Hire a team of Territory Sales Managers and Field Sales Trainees and adhere to the hiring processes laid out by the company to meet the revenue objectives in the region – By end of Q3 2024
- Coach, train and mentor Territory Sales Managers and the overall team of Field Sales Trainees to elevate them to Field Sales Representatives – By end of Q3 2024
- Mentor, lead and coach the performance management efforts of regional field sales teams by conducting weekly, monthly and quarterly performance reviews as well as analyzing the training developmental needs in order to increase customer conversion rates – By end of Q3 2024
- Drive 100% compliance to channel specific sales processes by overseeing the activities and performance of Field Sales teams within assigned region – By the end of Q3 2024
- Take ownership of the lead management process within the assigned sales territories and employ techniques that will ensure proper tracking of sales funnel for optimal conversion rates -Continuous
- Drive implementation of best practice in the region pertaining to efficient route planning, market coverage, adherence to sales processes and route completion to enhance efficiency & effectiveness in trade execution-Continuous
- Accurate, timely and comprehensive sales performance reports of all the regional field sales activities including sales funnels, installations, failed surveys, network gaps, sales forecast per network and performance per team -Continuous
- Take charge of regional trade marketing costs including cycle activities impact vs results and drive efficient utilization of fliers, giveaways and point of sale material in the region to ensure cost of sale is as per the company goals – By the end of Q3 2024
- Take ownership of the indirect channels through crafting strategies that will ensure consistent recruitment, training of the sales agency teams within region in order to achieve active rate of 80% of recruited agents – Continuous
- Drive optimal tower utilization for existing distribution points within the assigned region through implementation of targeted market specific sales initiatives for increased customer acquisition within each neighborhood – By end of Q2 2024
Level of Management Experience required (Mandatory & Nice to Have)
Experience leading a regional sales team across 4-5 counties, overseeing a direct team of 7 managers and an indirect team of 40 or more sales representatives in a B2C business model is required.
Department stage of development where this role sits
Scaling
Key Competencies Criticality (H, M, L)
- Ability to manage people dynamics in a high pressure operation and lead to achieve the best performance possible from the team- H
- Ability to develop and implement new sales structures, build high performing teams while implementing management routines geared for sales growth- H
- History of managing exceptional high performing field sales teams and demonstrable experience in growing and developing them – H
- History in managing customer relationship activities including statistical reports, sales performance reports (weekly and monthly), and data essential to maintain KPI measurements to track territory Sales team performance – H
- Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross-functional role, plus excellent communication skills both written and verbal – M
- Build peer support and strong internal-company relationships with other key departments – M
- Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless – H
Mandatory Criteria if any with no exceptions to hire
- Owned a sales number target, for a multi level (management and teams) team.
- Must have multi level management experience with experience in managing over 7 people at mid managerial level.
- Coordinated target setting, monitoring and performance evaluation, and actions of field sales team leaders.
- Conversant with Data analysis, reporting and CRM tools.
Regional Sales Manager – Western
Mission Statement for the Role:
To lead a region composed of 4 to 5 territories and drive key metrics of channel expansion,sales efficiency and people productivity for the territory field sales teams to achieve growth in customer acquisiition as per the given targets
Overall Responsibility:
Development of regional sales & distribution tactics, building a high performance sales team in the newly assigned territories and implementing go to market strategies that will ensure optimal sustainable sales growth in the most efficient and productive way as per the assigned targets.
Financial:
Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company. Ensure productivity per sales resource as per the commercial objectives of the company
People:
Direct reportees -Approximately 4 to 5 Territory Sales managers. Indirect: 30-40 Field sales reps /trainees
Location:
Western Region: Kisumu, Eldoret & Nakuru.
Key SMART Results for A-Player Success:
- Hire a team of Territory Sales Managers and Field Sales Trainees and adhere to the hiring processes laid out by the company to meet the revenue objectives in the region – By end of Q3 2024
- Coach, train and mentor Territory Sales Managers and the overall team of Field Sales Trainees to elevate them to Field Sales Representatives – By end of Q3 2024
- Mentor, lead and coach the performance management efforts of regional field sales teams by conducting weekly, monthly and quarterly performance reviews as well as analyzing the training developmental needs in order to increase customer conversion rates – By end of Q3 2024
- Drive 100% compliance to channel specific sales processes by overseeing the activities and performance of Field Sales teams within assigned region – By the end of Q3 2024
- Take ownership of the lead management process within the assigned sales territories and employ techniques that will ensure proper tracking of sales funnel for optimal conversion rates -Continuous
- Drive implementation of best practice in the region pertaining to efficient route planning, market coverage, adherence to sales processes and route completion to enhance efficiency & effectiveness in trade execution-Continuous
- Accurate, timely and comprehensive sales performance reports of all the regional field sales activities including sales funnels, installations, failed surveys, network gaps, sales forecast per network and performance per team -Continuous
- Take charge of regional trade marketing costs including cycle activities impact vs results and drive efficient utilization of fliers, giveaways and point of sale material in the region to ensure cost of sale is as per the company goals – By the end of Q3 2024
- Take ownership of the indirect channels through crafting strategies that will ensure consistent recruitment, training of the sales agency teams within region in order to achieve active rate of 80% of recruited agents – Continuous
- Drive optimal tower utilization for existing distribution points within the assigned region through implementation of targeted market specific sales initiatives for increased customer acquisition within each neighborhood – By end of Q2 2024
Level of Management Experience required (Mandatory & Nice to Have)
Experience leading a regional sales team across 4-5 counties, overseeing a direct team of 7 managers and an indirect team of 40 or more sales representatives in a B2C business model is required.
Department stage of development where this role sits
Scaling
Key Competencies Criticality (H, M, L)
- Ability to manage people dynamics in a high pressure operation and lead to achieve the best performance possible from the team- H
- Ability to develop and implement new sales structures, build high performing teams while implementing management routines geared for sales growth- H
- History of managing exceptional high performing field sales teams and demonstrable experience in growing and developing them – H
- History in managing customer relationship activities including statistical reports, sales performance reports (weekly and monthly), and data essential to maintain KPI measurements to track territory Sales team performance – H
- Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross-functional role, plus excellent communication skills both written and verbal – M
- Build peer support and strong internal-company relationships with other key departments – M
- Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless – H
Mandatory Criteria if any with no exceptions to hire
- Owned a sales number target, for a multi level (management and teams) team.
- Must have multi level management experience with experience in managing over 7 people at mid managerial level.
- Coordinated target setting, monitoring and performance evaluation, and actions of field sales team leaders.
- Conversant with Data analysis, reporting and CRM tools.