Head SME

Job Title: Head SME

Responsibilities

1.     Digital Onboarding System Change Strategy:

• Develop a comprehensive strategy for changing systems within SME operations to facilitate seamless digital onboarding processes for new customers.
• Identify opportunities for process automation, system integration, and user-friendly interfaces to streamline the digital onboarding journey.
• Conduct thorough analysis of current onboarding systems, identify pain points, and propose innovative solutions to enhance the digital onboarding experience.

2.     Sales Generation:

• Develop and implement strategies to drive sales growth among SME customers, leveraging digital channels and enhanced system capabilities.
• Analyze market trends, competitive landscape, and SME customer segments to identify sales opportunities and develop targeted sales plans.
• Collaborate with sales teams to develop effective digital sales techniques, online marketing campaigns, and personalized offerings that resonate with SME customers.
• Monitor sales performance, analyze data, and provide recommendations to optimize digital sales processes, pricing strategies, and product offerings for SMEs.

3.     Customer Retention and Relationship Management:

• Develop and implement strategies to build customer loyalty, enhance customer experience, and drive repeat business among SME customers.
• Leverage digital tools and systems to establish effective customer relationship management (CRM) processes and foster long-term customer relationships.
• Identify opportunities to improve customer engagement, satisfaction, and loyalty through personalized digital experiences, loyalty programs, and proactive customer support.
• Analyze customer data and feedback to understand SME customer preferences, pain points, and needs, and use the insights to develop retention strategies and enhance the overall customer journey.

4.     System Change and Project Management:

• Lead and oversee the execution of system change projects within SME operations to enable digital onboarding, sales generation, and customer retention.
• Define project scopes, objectives, and timelines, and establish key performance indicators (KPIs) to measure project success.
• Develop project plans, allocate resources, and manage project budgets effectively, ensuring seamless integration of digital systems and processes.
• Monitor project progress, identify risks and issues, and implement mitigation strategies to ensure successful project outcomes aligned with digital onboarding, sales, and customer retention goals.

5.     Stakeholder Collaboration:

• Collaborate with cross-functional teams, including IT, operations, sales, marketing, and customer service, to ensure alignment and seamless integration of system changes and digital initiatives.
• Engage with stakeholders at various levels to understand their needs, gather requirements, and incorporate their feedback into system change and sales initiatives for SMEs.
• Facilitate effective communication channels between stakeholders, project teams, and executive leadership to ensure transparency, support, and alignment throughout the change process and digital initiatives.

6.     Performance Monitoring and Reporting:

• Define and track key performance indicators (KPIs) related to system changes, digital onboarding, sales generation, and customer retention for SMEs.
• Generate regular reports and analysis to evaluate the impact of system changes and digital initiatives on sales performance, customer retention rates, and customer satisfaction.
• Present findings, insights, and recommendations to executive leadership, highlighting successes, challenges, and opportunities for continuous improvement in digital onboarding, sales generation, and customer retention within the SME segment.

Candidate requirements

• Bachelor’s degree in Business Administration, Project Management , Information Technology, or a related field. A master’s degree is a plus.
• Proven experience in a senior role focused on SME operations, system changes, digital onboarding, sales generation, and customer retention.
• Strong understanding of SME operations, digital onboarding processes, sales strategies, customer relationship management, and customer experience best practices.
• Demonstrated experience in leading and managing complex system change projects and digital initiatives within the SME segment.
• Excellent project management skills, including the ability to prioritize tasks, manage resources, and deliver results within defined timelines for SMEs.
• Proficient in change management methodologies, digital marketing techniques, and CRM platforms, with a focus on SMEs.
• Strong analytical and problem-solving skills, with the ability to gather and interpret data to drive informed decision-making for digital onboarding, sales generation, and customer retention within the SME segment.
• Exceptional communication and interpersonal skills, with the ability to build relationships, negotiate effectively, and collaborate with diverse stakeholders, including SME owners and executives.
• Proactive mindset, with a strong sense of ownership, accountability, and a drive for continuous improvement in system changes, sales generation, and customer retention through digital transformation within the SME segment.

Applications are invited from suitably qualified candidates to fill the role highlighted above.

Please forward your Application and CV to [email protected], clearly indicating the title of the Job applied for, in the subject. Closing date for all applications is Friday the 26th of May 2023.