About the position
Our client, market leader in the South African Roadside Assistance Services, is currently recruiting a permanent position for a Chief Commercial Officer, based in Gauteng.
Job Overview:
The Executive: Commercial will be accountable for the comprehensive development and execution of an innovative and growth-oriented commercial strategy encompassing all products and channels within the AA. This pivotal role is responsible for accelerating profitable business growth and ensuring the attainment of commercial success across the organization.
This executive will cultivate and champion a robust sales and customer service culture throughout all channels within the Association. In close collaboration with the management team, the incumbent will formulate and direct effective B2C and B2B strategies, fostering synergistic interactions and activities across all divisions. With a strategic focus on new market penetration, the Executive will direct and manage all sales channels across AA business units, including membership sales, digital sales, corporate sales, and account management. Furthermore, this role will proactively identify and pursue opportunities for the development of novel sales channels.
- Direct Report to: Chief Executive Officer
- Direct Report from: Business Relationship Manager / Product Owner / Customer Experience/ Sales Contact Centre
Key Responsibilities:
Job Objectives and work activities
- Develop and Implement Commercial Strategies: Create and execute sales strategies to drive revenue growth and achieve commercial targets in line with the company's overall objectives
- Identify and pursue new business opportunities, including acquiring new customers, exploring new markets, and expanding the AA's service offerings
- Build and maintain strong, long-lasting relationships with key clients at all levels, ensuring high levels of customer satisfaction and retention
- Identify profitable commercial opportunities to grow revenue and market share and assess the risks thereof
- Identify and develop strategic partnerships to expand the AA's commercial reach and enhance its offerings
- Provide leadership and direction to the commercial departments by ensuring that the appropriate structures, systems, and competencies are developed in order to meet and exceed objectives.
- Direct activities and set performance goals accordingly
- Provide support and oversight of cross-functional teams, including:
- Establishing a system of reports and communications for the flow of information between the sales, services, marketing, and PR teams
- Organise and direct sales, services, marketing, and communications strategy meetings on a regular basis for the review of plans and programmes
- Evaluation of market research to adjust sales, services, marketing, and communications strategy, where necessary, to meet changing market and competitive conditions and ensure that all business development opportunities (new products, services, and markets) are optimised
- Establish and maintain relationships with industry influencers and key strategic partners
- Remain abreast of developments in the fields of sales, customer experience management, marketing, and communications, and use this information to ensure that the organisation operates with initiative and innovation
- Develop and maintain an excellent understanding of key customers/target audience to ensure that their needs are being met and that their business is retained
- Work closely with the marketing and communications division to define marketing campaigns, materials, and programmes
- Ensure that regular reviews are carried out with customers, to ensure that their needs are being met, excellent customer service is achieved, and future improvements/services for the customers can be developed
- Provide tactical direction in respect of the development of CLM, CRM, and CSI to improve customer experience
- Evaluate the effectiveness of marketing and loyalty activities in relation to customer experience
- Oversee the management of customer complaint resolution and/or queries received via the various touchpoints
- Represent the company externally, e.g., networking events, conferences, and exhibitions, to enhance and strengthen the company's profile and optimise all business development opportunities
- Any other related duties required by the CEO from time to time
Minimum Requirements:
Education and Experience:
- MBA - or a relevant tertiary qualification may be advantageous
- Proven track record of at least 8 - 10 years of sales experience, preferably in a commercial setting, with a demonstrable understanding of the relevant industry
- Strong understanding of sales principles, customer service practices, and business development techniques
- Excellent communication, interpersonal, and presentation skills, with the ability to confidently engage and influence at all levels, including boardroom and executive levels
- Exceptional negotiation and influencing skills, with the ability to manage conflict and overcome objections
- Strong analytical and problem-solving skills, with the ability to interpret data and identify trends
- Strategic thinking and business acumen, with the ability to develop and implement effective commercial strategies
Desired Skills:
