Job Purpose
To drive digital sales platforms (including telesales) and customer engagement to drive for eBiz growth by aligning digital strategies with BU execution, integrating digital tools including B2B & Telesales, and ensuring consistent, impactful customer experiences across all touchpoints.
Measures of success:
Business performance in overall:
- Active customers (Active Selling Outlet) by touchpoint & churn rate % (outlet)
- eVol/eGMV of Digital Touchpoints (B2B, Telesales)
- Digital Coverage (B2B & Telesales)
Campaign/program performance:
- ROI of the campaign/program by assigned BU
- Value growth of the campaign (Rep Of Sales/numeric distribution...)
Key Stakeholders: Digital Sales | Sales | Trade | Distributor | Contact Center
Key Accountabilities
Customer Onboarding, Acquisition & Retention
- Coordinate with sales to select the right outlet digital platform on boarding.
- Drive customer acquisition, training, and retention through active customers/sales engagement.
- Continuously capture and address customer pain points actively work with Telesales, Digital Sales, Sales, and VOC teams to improve customers’ satisfaction
Digital Sales Performance Management
- Track eB2B, eB2C, and Telesales performance to identify growth opportunities both revenue & volume.
- Lead regular review cadences with key stakeholders on key KPIs (sales volume, coverage, ASO…) for quick action.
Campaigns, Action Plans & Stakeholder Alignment
- Coordinate closely with Telesales Supervisors and Outbound Managers to solve the issues and improve performance digital sales
- Support segmentation and proper utilization of digital touchpoints (B2B, Telesales, traditional order conversion).
- Tailor omni- channel plan to BU needs and align stakeholders including HO functions.
- Conduct daily market observation and use Digital Sales and eB2C data to generate insights, design targeted campaigns, and propose actionable plans.
Program Deployment & Execution
- Manage deployment in non- B2B segments, ensuring smooth rollout and operational readiness.
- Oversee execution of Digital Sales, eB2C, and Telesales programs in- market.
- Coordinate with regional DDTs, SS SubDist, distributors, and sub- distributors to ensure high- quality service in processing digital orders, fostering digital tools adoption and stickiness.
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