Key activities

Overall goals / Typical measures

Customer

- External

- Internal

Customers

Manage a portfolio of customers and potential customers via personal sales visits, using face to face contact to provide a ‘personal service’.

Act as the customers’ main point of contact, by

liasing closely with the relevant departments within

Company to ensure that their queries, problems or issues are dealt with appropriately.

Work as a customer contact with the user

departments in key account customers, feedback the

user situation to National Customer Channel for the

formation of account strategy

Area Sales Manager

Produce information for management necessary to

evaluate performance vs. key performance indicators

Stakeholder

- External

- Internal

Country Sales Function

Ensure co-operation with other members of the sales team and throughout the sales force.

Country Office (other departments, Couriers, Customer

Service Agents, Customer Accounting Department,

Area Services Group, Finance staff)

Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed through the relevant company departments.

Meet regularly with the Marketing and Sales management to evaluate the personal sales plan/strategy so as to ensure that the required revenue and shipment results can be achieved.

Develop a working relationship with the relevant support departments e.g. Operations, to ensure they are kept up to date with all issues relating to customers. All non-sales activities or diversionary activities should be handled by Sales Admin Support or Customer Support Executives.

Process

Sales Pipeline Management and Development

Develop an Annual customer call cycle (Planned and

Unplanned Maintenance) to secure committed orders with new and existing customers and gain any competitor held businesses to ensure that individual agreed targets are achieved.

Complete GSP sales reporting requirements in a

timely manner, which includes “Productivity This

Week”, “Productivity Next Week” and “New Business

Commitments Gained”.

Complete Brick Wall and Relationship Balance Sheet

Scorecard for the Top 20 accounts in their sales territory.

Profit Margins Assurance

Adhere to regional standard profit margins and discount guidelines.

Sales Deployment

Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximizes growth within the existing customer base.

Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.

Conversion of qualified leads into customers (First

Time Buyers) and develop and penetrate existing accounts (Retention and Development).

Continually develop knowledge of company’s products/services and general commercial awareness in order to provide the best possible solutions to the customers.

Ensure all customer agreements are cost sensitive so as to ensure a suggested minimum pricing tariff is set and adhered too. Any deviations from this tariff require management’s agreement and justifications.

Information Management

Control all documentation and data relating to customer visits, agreements and terms of reference to ensure that customer information is maintained accurately in the customer database.

Analyze and monitor customer data to measure success and identify fluctuations/trends so as to decide on the relevant actions to be taken.

Call cycle created annually, reviewed quarterly, updated monthly.

People - Management

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Informal influence to enable improvement and change within the organization