1. JOB TITLE:

Country Manager

2. MAIN PURPOSE OF THE JOB:

The Country Manager is responsible for managing customers’ sentiments, developing business and increasing profitability for the Company within the region. As a senior role in country, the Country Manager will work alongside the Customer and Supplier Management team to drive the business strategy and ensure operational excellence.

The Country Manager is responsible for formulating strategy, creating, nurturing and maintaining long-term relationships with customers with the aim of growing market share and achieving revenue and profitability targets for the Company

In addition, the Country Manager shall build the Company brand, contribute to retaining customers by ensuring targets are achieved and that client relationships are maintained in conjunction with the Customer Success fulfilment team providing services in line with client Service Level Agreements and business requirements.

The Country Manager shall:

• Provide in-country knowledge and advise;
• Partner with Customer Success team and provide in country support;
• Partner with Supplier Management team and provide in country support;
• Provide operational support to employees as and when required

The Country Manager shall be monitored on the following KPI’s:

• Customer NPS – Overall Health scores
• Volume organic client growth through up & cross-sell/ Increasing profitability Margin
• Key Customer relationship growth
• Discover, Design, Deliver & Develop excellence in relationships
• Customer retention rate
• Customer satisfaction score (CSAT)
• Net promoter score (NPS)
• Customer lifetime value (CLM)
• Cross-sell rate
• Customer churn rate

3. DESCRIPTION OF FIELD OF DUTY (KPA’s):

• Strategic Planning & Stakeholder Engagement
• Commercial Modelling
• Client Retention
• Client/Region Densification
• Upsell & Cross sell Business Development
• Market Research
• Risk Management and Compliance
• Leadership – in-country

4. QUALIFICATION REQUIREMENTS:

Matric

1. Degree (Hons) in Business related field advantageous

MAP / MDP / Postgraduate Diploma in Business Management advantageous

5. WORK EXPERIENCE:

5 to 10 years’ experience in a similar role and / or industry

At least 3 - 5 years as Point Client Director and/or Country Manager