Jobs at d.light

Position Description 

• The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners.
• The job holder will continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.

R&Rs 

• Implement and measure KPIs to drive improvement of service delivery standards.
• Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
• Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
• Deliver on set contact center metrics and targets within agreed timelines and costs.
• Drive and implement all actions as requested by the business.

Key Performance Indicators (KPIs)

• Customer satisfaction versus target (Net Promoter Score)
• Average cost of customer service delivery versus target
• Call productivity at Call Center
• Partner Engagement Feedback
• Call Centre Metrics (Inbound/Outbound/KYC/Upsell).

Requirements

• Bachelor's Degree in Social Sciences or a Business-related field.
• An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
• Five years' working experience at the Call Centre or in the Service Industry.
• Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
• Excellent interpersonal skills with the ability to motivate for results.
• Excellent oral and written communication skills.
• Dependability and multitasking abilities.

Knowledge:

• Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
• Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
• Technical Knowledge in service supporting experience.

Skills:

• Coaching
• Written and Verbal communication (letter writing, report writing)
• Computer skills (MS Word, Excel, PowerPoint)
• Problem-solving, and decision-making
• Planning, and organizing with attention to detail.

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Position Description 

• As Regional Stock Controller will be responsible for the implementation of the stock management policies and procedures.
• You will be responsible for ensuring accurate and efficient management of stocks in Partner and Distributor outlets; with correct stock entries which are updated promptly.
• The incumbent will ensure that stock control procedures are in place and adhered to in order to safeguard Company stocks.

R&Rs 

• The Stock controller will be responsible for ensuring accurate and efficient management of stocks in Partner and Distributor Outlets; with correct stock entries which are updated promptly.
• Analyze the stock reports, including aging and optimization, for the ECs being visited. Identify any discrepancies, excess stock, or stock shortages. Take note of any specific actions required based on the stock report findings.
• Conduct Root Cause Analysis (RCA): Investigate any variances or discrepancies detected during the visit. Determine the underlying causes and factors contributing to the issues and take corrective actions based on the findings to prevent recurrence.
• Review the mapping of infrastructure to ECs and highlight ECs with low SEPs, redistribute Aged Stocks, Identify aged stocks that are not moving or have low velocity and Plan and execute the redistribution of these stocks to ECs with higher velocity. Optimize stock allocation to ensure efficient inventory management.
• Responsible for physical verification, regular reconciliations and general monitoring of stock activity;
• Assist in developing and implementing inventory policies and procedures.
• Prepare and distribute daily, weekly, monthly and ad-hoc inventory levels and consumption reports to all the relevant stakeholders.
• Facilitate and participate in monthly and annual stock counts in the field. Perform monthly stock reconciliations of physical counts for all partners and distributors and highlight variances to the operations/warehouse department;
• Reconcile stock deliveries with purchase orders and actual invoices.
• Coordinate with the warehouse team to implement and ensure a control system to reduce inventory obsolescence.
• Support accurate and timely reporting through ensuring all stock data is updated correctly.
• Regular and timely escalations of all sighted variances to the warehouse manager for further probing.
• Carry out spot checks on stock balances in partner and distributor outlets against the system records and capture any anomalies.

Requirements

• Bachelor’s Degree in a relevant field; having a Master’s degree will be an added advantage.
• 3 – 4 years of relevant experience inclusive of 2 years managerial experience.
• Ability to multitask, prioritize, and manage time efficiently
• Goal-oriented, organized team player
• Encouraging to team and staff; able to mentor and lead
• Self-motivated and self-directed
• Excellent interpersonal relationship skills
• Ability to track shipments, oversee inventory audits and maintain reports of purchases and pricing.
• Must be familiar with supply chain procedures and have good communication skills to interact with vendors, clients and internal teams.
• Able to analyze data and stock statistics and translate results into better solutions
• Basic computer skills, and experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skills.
• Proven results of delivering stock solutions and meeting logistics goals.
• Must be resident within the region.

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Position Description

• The Area Business Manager (ABM) will directly manage a minimum of 5 Territory Sales Executives and support other FTEs within the business area, in meeting business area set goals and objectives, across all business channels – Retail, Partnership, PAYGO, and Collections.

Roles Responsibilities

• Oversee and manage the business revenue of all channels and operational activities of the entire business area under coverage (A-Z of area management).
• Responsible for onboarding and management of ECs, with the support f the TSEs.
• Customer management and retention drive.
• Giving direct support, supervision, and management of FTEs of the organisation across areas of coverage.
• Training of FTEs (TSEs) and contract staff [SEPs and ECs] across the business area
• Oversee activities of channel development, channel management, and TOMA across business areas.
• Delinquency management.
• Management of business partners, driving ROI and creating new business opportunities for the organisation.
• Support HR in recommending quality candidates for resource gap closure where necessary.

Requirements
Desired Skills and Experience:

• Channel management skills.
• Must possess a good knowledge of the business area under coverage
• FMCG/Telecom/Insurance/renewable energy industry within South East, South South, and North zones of Nigeria – a proper understanding of a particular region (having worked there) will be an added advantage
• Must possess a good passion for social enterprise and the development of people and the environment.
• Good coaching skill is very necessary.
• Good leadership and managerial skills from previous workplaces will be an added advantage.
• Excellent people-to-people skills
• Relevant industry knowledge in relation to the current role.
• Strong mindset for continuous improvement and meeting or exceeding business-set targets and goals.
• Must demonstrate complete discretion and confidentiality of business vital information.
• Must have good knowledge of computer applications, such as MS Word, Excel, PowerPoint presentations, etc.
• The candidate must demonstrate good problem-solving and decision-making skills.

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Position Description

• The  job holder will be a business leader managing a designated region with the key responsibility of ensuring regional profitable growth, and attainment of sales revenue through planning, execution, and management of a team.
• This will entail consistently achieving set sales targets and growth plans for the region, building strategic relationships that will deliver a pipeline of sales growth, overseeing regional Opex costings, and developing an effective team.
• The RBM will be completely responsible for driving new growth in the target region.

Responsibilities

• Lead in the formulation of the tactical sales strategy, business plans implementation programs & budgets within designated region.
• Provide leadership and direction; and optimize Route To Market (RTM) and distributor development design and development aimed to deliver numeric distribution growth and increase sales Revenue.
• Oversee the Regional Opex management focusing on optimizing key cost drivers and delivering profitability
• Champion the Customer Experience agenda within the region to deliver top-of-class experience on the after-sales touchpoints
• Champion brand and trade visibility within the region through excellent trade marketing execution & relationship management.
• Market intelligence – be the go-to person on the region market insights and develop strategy to counter competition growth and maintain/improve market share
• Engage & manage staff performance, capability & capacity development through coaching & field accompaniments.
• Responsible for total business in Partnerships, Retail, and PAYGO channels in the region.
• Responsible for the management of all company assets in the region.

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Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel. Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE. Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.

go to method of application »

Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel.
• Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE.
• Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.

go to method of application »

Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel. Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE. Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.

go to method of application »

Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel. Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE. Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.

go to method of application »

Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel. Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE. Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.

go to method of application »

Position Description

• The Territory Business Executive (TBE) is responsible for driving retail sales across the channel. Channel Partner recruitment including engagement and training of third-party sales agents also rests on the TBE. Channel productivity and profitability also rests on the TBE.

Roles Responsibilities

• Responsible for the PAYGO Channel.
• SEP Onboarding, management & monitoring.
• Driving sales of recommended SKUs within assigned territory.
• Ensuring effective implementation of the of route to market (RTM) to achieve sales targets.
• Constant monitoring of stock positions at ECs to prevent stock out.
• Active implementation of field initiatives to boost sales.
• Implementation of strategic plans to build capacity in immediate coverage environment.

Requirements

• Experience in FMCG, Telecom, Renewable Energy & any industry that focuses on territory development & product sales.
• Field Sales knowledge is very key.
• Knowledge of coverage area is important.
• Residence in area of coverage is an advantage.