VACANCY
HEAD OF SALES AND CUSTOMER EXCELLENCE
Vodafone Vanuatu is seeking a Head of Sales and Customer Excellence based in Port-Vila.
Missions:
The Head of Sales and Customer Excellence is responsible for two main missions:
- Lead and manage the sales and customer service teams to achieve the company’s revenue and customer satisfaction goals throughout Vanuatu. This includes developing and executing sales strategies, managing the sales pipeline, and building and maintaining customer relationships.
- Create and implement a culture of customer excellence throughout the company. This includes setting clear standards for customer service, training and developing employees on customer service best practices, and measuring and tracking customer satisfaction.
A. Main Duties and Responsibilities:
Sales Team Leadership
- Lead and manage the Corporate, SME, Government, and Residential Sales Teams, as well as the Pre-Sales and Corporate Technical Teams.
- Oversee retail shop operations to ensure seamless functionality and exceptional customer experiences.
- Coach, train, and mentor sales teams to meet objectives, maximize profits, and enhance overall performance.
- Evaluate individual and team performance, ensuring alignment with company strategy and goals.
Strategic Sales Planning
- Develop and implement sales strategies to meet and exceed sales targets across all segments.
- Define and execute strategies to win back key Business and Corporate customers.
- Proactively identify and develop new business opportunities to drive growth.
- Design and propose tailored business solutions for all customer segments, obtaining validation from the product board.
Customer Relationship Management
- Build and maintain strong, long-term relationships with customers, understanding their business objectives and needs.
- Actively manage the existing customer base to minimize churn and ensure high retention rates.
- Partner with the Marketing and ICT teams to deliver the right products and services at the right time.
Operational Excellence
- Ensure all contracts and client databases are accurately digitized and securely filed.
- Maintain high standards across all Vodafone outlets in Vanuatu, including updated and effective merchandising.
- Coordinate and manage promotional events, contact center initiatives, and direct sales campaigns.
- Oversee retail sales operations, ensuring efficiency and effectiveness.
Sales Goals and Reporting
- Set clear sales goals and communicate progress to C-level executives.
- Ensure all customer proposals meet Vodafone Vanuatu’s standards and profitability criteria.
Cross-Functional Collaboration
- Work closely with Marketing and ICT teams to align product offerings and services with market demands.
- Facilitate collaboration across channels to ensure conformity with company objectives.
B. Manage the Customer Care team
- Improving the quality of Customer Care interactions
- Develop and implement customer experience strategies and initiatives that align with the overall business objectives
- Analyze customer feedback and identify trends to improve customer experience
- Design and implement customer journey mapping to identify pain points and opportunities for improvement
- Develop and implement customer service training programs to ensure that employees are equipped to provide exceptional service
- Collaborate with cross-functional teams to ensure that customer experience is embedded in all aspects of the business
- Stay up-to-date on the latest customer experience trends and technologies
- Ensure that all communications with customers are handled within the required time frame and to the organizational standards.
- Implement measurement tools to monitor and benchmark customer satisfaction.
C. Reports and deliverables:
- Weekly, monthly, and quarterly sales reports
- Customer satisfaction reports
- Sales team performance reports
- Customer service team performance reports
- Plans and strategies for improving sales and customer satisfaction
- Recommendations for new products and services
D. Performance Indicators
- Achievement of sales targets
- Customer satisfaction ratings
- Sales team performance
- Customer service team performance
- Implementation of new initiatives to improve sales and customer satisfaction
Competencies:
1. Qualification & Experience
- Bachelor’s degree in business administration, marketing, finance, or related field; a master’s degree is advantageous.
- Have at least 3 years’ experience at that level.
- Proven business development, sales, or marketing experience.
- Proven ability to work independently and drive your work activities to an agreed outcome.
- Proficient in all Microsoft Office applications.
2. Skills
- Excellent written and verbal communication skills
- Proven ability to drive the sales process from start to finish
- Exceptional leadership and management skills.
- Effective communication and negotiation skills
- Excellent listening, negotiation, and presentation skills
- Excellent analytical, problem-solving, and decision-making skills.
- Knowledge of how to develop client-focused, differentiated, and achievable solutions
- Understanding of how to position products against competitors
- Ability to manage multiple projects and work to tight deadlines
- Strong business acumen.
- Detail-oriented and persuasive.
- Have a Valid Driver’s Licence
3. Personal characteristics
- Honest
- Availability
- Reliable
- Adaptability
How to Apply
If you feel you meet the requirements and you are up for the challenge, please submit your current Resume, a copy of transcripts/qualifications (mandatory), with an application letter by the closing date (Friday, 29th August 2025) via the Internal Careers Portal –
https://vodafonevanuatu.elmotalent.com.au/careers/VFVA/job/view/37 on the HR System or
[email protected]
Job Category: Sales. Job Type: Full-Time. Job Salary: Not stated.
Closes 29/08/2025
