Regional Manager True North Consult Ltd

Strategic Impact of the Role
Regional Manager is accountable and responsible for overseeing regional responsibility within their respective region as well as all staff that work within their respective region. He/she is totally responsible for operational excellence within the specified team. Ensures that the team comply with all company policies and procedures. All sales goals are met as per the company KPIs.

Job Purpose
Oversee regional responsibilities and guide the activities of Field Agents and the
Regional Administrator with the core objective to maintain and grow the retailer base that sells lottery games. Oversee the sales governance process.

Accountabilities Key Performance Indicators (KPIs)
Performance Monitoring
• Drive the acquisition of new retailers by coaching the Field Agents based on train the trainer methodology on retailer selection criteria, sales techniques and regulations and ethical considerations related to lottery products.
• Obtain performance reports on all the retailers in the province on a weekly and monthly basis.

Analyze the reports that are sent by the Regional Administrator to determine where there may be more support required and have these incorporated into the calling programmes.

Identify the reasons for retailer performance that is below expectations or forecasts and involve the regional managers if needed. Work on detailed plans to improve retailer performance. Reports to be submitted as and when necessary.

Address discrepancies directly with the regional manager’s or call for support from Human Resources if fraud is suspected.
• Provide feedback to the Field Operations Manager where documents need improvement. Note continuous poor quality for performance management purposes.
• Support all Field Agents in their efforts to improve retailer performance. Plan trade visits to retail outlets that are subject to performance improvement processes and contribute to the training of Field Agents. Assess what could be the root cause of the poor sales performance and make all attempts to address the issues.

Sales planning and target setting
• Determine weekly and monthly sales, activity and referral/cross sales targets for the region based on the local market opportunity and size of the region and player base.
• Contribute to the development of sales plans by providing feedback on sales experiences.

Define and manage monthly calling programmes by use of the designated operations management system for the region for Field Agents in the team ensuring that retailers receive the correct number of visits.
• Review recommendations from Field Agents for new prospects and decide whether they are viable to be included in the calling programme.

Work with individual Field Agents to get their feedback on retailer experience levels, performance of the lottery devices, retailer needs and any issues related to customer service or unresolved complaints. Consolidate the feedback for discussion and decision with the Field Operations Manager.
• Trade visits as per the schedule approved by the Field Operations Manager. Observe the usage and understanding of lottery products and their ability to use sales devices effectively. Also review adherence to merchandising/branding standards. Document findings for the Field Operations Manager.

Compile daily, weekly and monthly reports. Ensure that reports are 100% accurate prior to submission.
• Approve all field agents travel claims by checking their call reports against the kilometers claimed and recalculate a defined sample of the mileage for each Field Agent on a monthly basis.
• Review a sample of retailer vetting and site survey documentation completed by field agents and signed off by Field Operations Manager on a weekly basis.

Monitor retailer complaints related to the sales process, first line technical support provided or after sales support.
• Act as necessary on all unresolved issues.
• Ensure that the issues are being addressed by the right people and coach Field Agents on how to prevent complaints from recurring where it could be within the field agents control.
• Monitor the service level adherence of the supplier vetting team for all new applications submitted for the district on a weekly basis by reviewing reports of open and overdue items. Follow up with vetting if there are concerns on any retailers in the district. Ensure that timeous feedback is provided to Field Operations Manager on the vetting progress.
• Personally oversee that feedback is given by the Field Agents to the retailer to ensure that ITHUBA’s interests are protected while being fair on the retailer.
• Review recommendations from Field Agents for vetting dispensation and determine whether the recommendations should be put forward for approval to compliance. Decline items at source that should not be put forward
• Monitor the service level adherence of the distribution and marketing teams. Determine if lottery terminals are being shipped to retailers on time and if marketing collaterals/merchandising materials are being delivered. Follow up with internal teams if there are delays in the deliveries.
• Review the adequacy of retailer training materials on a quarterly basis by reviewing the contents against retailer feedback and taking into consideration local issues such as language. Make recommendations to the Field Operations Manager on where improvements can be made.
• Ensure that the Regional Administrator oversees the exit of retailers by ensuring that field agents collect marketing materials and lottery terminals from retailers timeously and that all system entries are completed by head office teams to discontinue the retailer.
• As a client facing manager in the province/district, illustrate the organizational values and standards through ethical decision making and interaction with all stakeholders.
• Report significant changes in the regions (such as change in local government or natural disasters or economic issues) to the Field Operations Manager.
• Supervise a frontline sales team
• Supervise the daily and weekly activities of the Field Agents. Regional Managers are tasked to manage and control Field Agents. Field Agents are expected to be on the road to retail outlets 95% of their time so supervision by regional manager is in the form of reviewing feedback and reports and mostly telephonic contact. Field Agents must assist retailers with technical issues whilst on call to ensure maximum uptime on terminals. Identify the need for sales, product or soft skills training in the team. Contact with Human Resources to deliver the training.
• Act as a sales coach for team members requiring some support on network building, marketing or sales closure techniques.
• Provide weekly performance feedback to Field Agent and conduct formal performance appraisals quarterly.
• Work with Human Resources to recruit, select, pay and develop the team.

Person Specification
Education, Training,
Skills & Experience Academic Qualification (s)
• Master’s Degree in a business related course is preferred.
• Bachelor’s degree in marketing, Business Administration, Commerce, or any other related field. Relevant Experience
• 7 years’ experience selling technical products (such as cell phones) FMCG products or cigarettes
• Minimum 7 years’ experience in managing a region, accountable for supervising field sales team with sales and technical abilities.
• 7+ years’ experience managing a geographically dispersed team

Knowledge
• FMCG
• Gaming or gambling
• Managing a region
• Handling queries and clients
• Marketing
• Technical
• Planning and distribution
• Computer literacy
• Administration
• Promotions
• Route Planning
• Distribution
• Instore Merchandising
• Product Marketing
• Distribution

Skills
• Excellent selling skills
• Microsoft Office
• Excel Advance, Power point and word
• Technical knowledge
• Disciplinary processes
• Marketing and promotional skills
• Data base expansion
• CRM
• Financial Acumen
• Asset Management
• Route Analysis
• Analytical Skills
• Report writing
• Presentation Skills
• Analysis of sales data
• Promotions and upselling
• Staff Management
• Policies and procedures
• Vehicle Management

Competency Requirements
• Effective Communication
• Deciding and Taking Action
• Providing Leadership and Supervision
• Servicing Customers, Clients and Communities
• Relating and Networking
• Persuading and Influencing
• communicating and Presenting
• Problem Solving
• Creating and Innovating

Competencies
Client Orientation
• Proactively identifies solutions for clients and advocates actions to address those needs;

Advises senior management in identifying long term and mutually beneficial solutions for clients and the Company
• Develops the capacity and attitude of staff members, ensuring that client needs are met;
• Develops, with management, strategic and operational solutions that add value;
• Anticipates constraints in the delivery of services and identifies solutions or alternatives in compliance with the Company’s regulations, rules and policies
• Demonstrates a desire to understand internal and external customer needs.
• Provides accurate information to answer customer’s questions.
• Is pleasant, courteous and professional when dealing with internal and external customers.

Persuasion and Influencing
• Develops consensus on ideas and recommendations affecting own teams or Sections and other teams. Facilitates discussions and gives consideration to a range of interests, options and possibilities.
• Creates a broad consensus around plans by adopting a collaborative approach;
• Persuades and engages others to serve as effective advocates in accomplishing the Company’s strategic goals;
• Motivates and builds commitment of peers, supervisors and supervised staff members to participating in and contributing to activities and projects;
• Uses understanding of the organizational culture to persuade partners and stakeholders, and to gain their support;
• Constructively addresses differences of opinions, resolving conflicting situation by being cognizant of different perspectives and ways of working.

Leading and supervising
• Serves as a role model when leading and supervising others.
• Provides his/her team with clear direction, promotes a dynamic working climate and empowers others.
• Is open to new ideas and demonstrates creativity in search of excellence.
• Manages the performance of the team and ensures compliance.
• Empowers the team to generate creative ideas and solutions
• Promotes a culture of learning and development, with a focus on continuous improvement;
• Provides direction, guidance and clarity on roles and responsibilities

Integrity
• Behaves ethically by abiding by a strict code of ethics and behavior.
• Chooses an ethical course of action and does the right thing, even in the face of opposition.
• Takes responsibility for accomplishing work goals, one’s decisions, actions and attempts to learn from mistakes.
• Honors the confidentiality of matters and does not use it for personal gain.
• Planning and organizing Approaches work in a methodical manner, plans and schedules tasks so that work is completed accurately and on time.
• Keeps track of details to ensure work is performed accurately and completely.
• Finds new ways of organizing the work area or planning work to accomplish work more efficiently.
• Can orchestrate multiple activities at once to accomplish a goal.

Team Work
• Recognizes the role of the team within the organization and how the team contributes to the attainment of organizational goals.
• Recognizes team member’s needs, and provides emotional and tangible support as required.
• Establishes a friendly atmosphere within the team to generate morale and cooperation

Effective Communication
• Communicates clearly and effectively with team members and the wider
• organization
• Is able to clearly articulate the needs of the company and source the most appropriate solutions
• Ability to direct professional written communication to all levels of staff
• Requires well-polished communication and presentation skills – must be skilled at the level of debate and presentation

Behaviors
Integrity
• Being truthful
• Adherence to polices and processes
• Walks the talk – sets an example.

Accountable
• Own up to mistakes
• Take responsibility for actions
• Owns the role that they play and takes their job seriously
• Respect Consideration of others
• Being polite and helpful
• Acknowledging the presence of others
• Uplifting others

Performance Driven
• Commitment to work deliverables
• Approaching work with enthusiasm and pride
• Sharing knowledge
• Encouraging team’s members to do better

Accountable
• Own up to mistakes
• Take responsibility for actions
• Owns the role that they play and takes their job seriously

Professional Excellence
• Respecting the company, its assets and all its rules
• Being courteous to clients
• Seeking to bring out the best in others to enhance the company
• Being confidential and respecting hierarchy