Growth Strategy Development

• Develop and lead a comprehensive growth strategy that aligns with the business’s long-term goals, customer requirements, and expectations of a high-quality customer experience

• Define and establish growth metrics and KPIs, ensuring regular tracking and measurement to assess the performance of growth and customer experience initiatives

• Identify, prioritize, and pursue high-impact growth opportunities that also enhance customer satisfaction and loyalty

• Ensure the growth strategy includes a balance of acquisition, retention, and monetization tactics (underpinned by exceptional customer experiences) to drive sustainable growth

• Develop and utilize tech/IA data analysis tools and software to build a repository of data and extract insights from customer behaviour, satisfaction, and engagement data

• Leverage data to make informed decisions on budget allocation, marketing spend, and resource prioritization for growth initiatives

Sales & Customer Insights

• Identify, research customer needs, behaviour patterns, and feedback to shape and develop new markets and improve sales

• Research organizations and individuals to find new opportunities and contribute to lead database.

• Network and engage with various industry players/forums to establish/forge and nurture relationships towards growing contacts and leads

• Manage an effective lead and sales pipeline that has a healthy mix of clients

• Determine the needs of a customer and offer solutions to those needs through the company’s products or services

• Increase the revenue value of current clients/up sales

• Prepare and conduct effective sales presentations /winning pitches

• Negotiate and close business deals that promote sustained revenue

• Develop quotes and draft professional proposals for clients

• Introduce/sign on new clients for business growth through new accounts/revenue

• Manage the sales process and make improvements to ensure improving conversion rates

• Fosters beneficial relationships with business partners, potential clients, and business contacts to attract new business and enhance the organisation’s reputation

• Ensure effective Sales to Operations handover process with effective communication and documentation

Customer Experience Enhancement

• Define and implement customer experience (CX) standards and practices to optimize each touchpoint along the customer journey, from initial engagement to post-sales interactions

• Lead the KAM and marketing team to design experiences that exceed customer expectations, aligning brand values with the customer experience

• Partner with monitoring and evaluation team and support teams (operations, KAM) to ensure that customer feedback is systematically collected, analysed and addressed

• Monitor Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other CX-related KPIs to identify areas for improvement and validate the impact of CX initiatives

• Integrate customer experience insights into growth strategies, prioritizing initiatives that increase both customer satisfaction and engagement

Client Relationship / Account Management

• Understand company’s services and products, SLA requirements as per contract and proposals, company’s third-party suppliers and service providers

• Manage relationships with existing clients including setting up, attending and presenting at meetings

• Lead and manage account management teams and manage clients’ accounts

• Ensure client engagement and ensure reporting is professional and regular

• Develop and foster a customer centric culture, with a collaborative and effective feedback loop between Account management and operational colleagues

• Ensure client retention to improve the customer lifetime value (CLV)

• Manage renewal of existing contracts with clients

• Oversee that clients and members have full knowledge and access to the selected range of available services

• Be available as business contact for post-deal management including resolving contractual issues, managing, and negotiating any amendments and preparing post-deal reporting to the executive team

• Working closely with other departments and entities to find opportunities to cross sell

Market Research

• Perform competitor analysis toward obtaining an increased market share

• Analyse market trends, competitor behaviour and industry changes to stay ahead and capitalize on emerging opportunities

• Develop a deep understanding of the target audience, including segmentation, buying triggers, and long-term engagement factors utilizing data-driven methods (qualitative and quantitative research) to shape customer-centric growth and CX strategies

• Provide market feedback to the company leadership regarding competitive offerings, prospect (potential client’s) needs

• Collate, interpret and present information that can assist develop new products for client or develop new markets for SOY

• Manage all marketing campaigns to the clients including briefing the marketing team, obtaining feedback from the clients as to the feedback from any marketing campaigns

Client Risk Management

• Present growth performance insights, identifying risks and opportunities, and recommending actionable steps to optimize growth processes

• Ensure that all obligations are correctly contracted so as to ensure correct financial recovery and that all agreements fit the reasonable risk profile of the business

• Ensure that all Clients have a regular call cycle and that the outcomes of all client meetings are recorded and that accurate files are maintained with the client base.

• Ensure that all clients over R100, 000 per month have 2 contact persons within the Company that know and understand the client business

• Ensure that all major accounts (trading over R500, 000 per month) have a relationship with Company that includes an account manager, General Manager and/or at least 1 director of the Company

• Ensure all obligations are correctly and clearly captured and contracted with host companies

• Keep CRM updated daily, weekly and monthly on contact with client or leads

• Keep Sales database/CRM up to date on a daily, weekly and monthly basis

• Attend weekly and monthly internal meetings to provide feedback and update on pipeline business

• Ensure effective relationships and collaboration with operations team for customer centric handovers, query resolution and related reporting

Sales process optimisation

• In collaboration with Operations Manager, identify areas requiring optimisation in the sales operations process; design strategies and implement clearly defined processes shared amongst the team members

• Ensured professional communication and a common team understanding of client service/customer expectations

• Ensure that all obligations are correctly contracted so as to ensure correct service fulfilment

Reporting and Sales Admin

• Prepare and present timeous reports on growth metrics, key initiatives, and monitoring and evaluation outcomes for the management and track activity against target and business objectives (sales and retention, etc)

• Highlight risks and opportunities to management and relevant team and recommend and implement mitigation as proactively as possible (including documentation of growth strategies, outcomes, learnings, and action plans)

• Provide weekly/monthly/quarterly activity reports based on CRM & dashboard data to provide management with real-time visibility into growth performance and track conversion rates, customer acquisition costs, and other KPIs.

• Prepare and maintain a prospect pipeline and retention/renewal management record on a monthly basis and report on the status of each client and provide information to the management

• Ensure pipeline information is current, meaningful and is credible/consistent with probabilities and likelihoods to enable proper business and operational planning

• Ensure relevant sales data (including contacts, leads right up to deal closure is uploaded in company’s CRM and is as per company’s records and document management system/stands and conventions ( RDMS), and handled in POPIA compliant manner

• Ensure reports admin and communication is compliant with company branding communication frameworks

Employee Management

• Lead, manage, and develop the growth team, fostering a collaborative and high-performance culture

• To oversee and correct the day-to-day sales, account management and service delivery immediately to ensure consistent and top service delivery and high customer satisfaction (renewals and referrals)

• To define goals, responsibilities, accountability and measurable deliverables of each team member and consistently monitor and communicate progress. Ensure sufficient coaching and deploy excellent leadership skills to execute on the everyday tasks and achieve maximum results through an inspired team

• Encourage a test-and-learn mindset, guiding the team to embrace experimentation/data-driven methods and adapt strategies based on learnings

• Develop employees in line with Signa’s talent management processes

• Develop talent depth, ensuring business continuity through a buddy-system ensuring formal ‘back- up’/ succession plan is implemented, in conjunction with the management and HR

• Ensure that requisite qualifications are identified and continuous development /capacity building/internal training towards meeting current and future business critical and core skill’s needs. Recruit, develop and retain high calibre individuals capable of achieving targets and objectives

• Forster a positive, collaboratively professional and winning work ethic and lead by example

• Be able to hold team and entire department to high standards and