ROLE & CONTEXT

The role holder is responsible for delivering revenue and objectivity targets by establishing, building and managing strong relationships with approved third party vendors whom in turn will interface with and manage Qtel's SoHo customer base.    

 

The role holder is required to ensure that the third party vendor undertakes all activities with Qtel's SoHo customers in line with Qtel's clearly defined policies and rules of engagement.

 

The role holder will have significant impact on profitability and customer satisfaction and is required to ensue that the third party vendor undertakes all necessary activities to deliver this.

ROLE ACCOUNTABILITIES

• - Define and deliver Qtel's strategy to service the SoHo customer base through the management of a third party vendor.
• - Together with other relevant Qtel departments, undertake the process of identifying and securing a suitable third party vendor through a tendering process.
• - Prepare the framework for the operating processes to be undertaken by the third party vendor when engaging with Qtel's SoHo base. Ensure rules of engagement are clearly defined and approved by Legal and other appropriate internal departments. Oversee the preparation of the contracts and agreements that the third party vendor will be required to enter into with Qtel.
• - Define all revenue, customer satisfaction and objectivity KPIs and targets that will be required from the third party vendor.
• - Manage the third party vendor to ensure that they generate ongoing business opportunities within the SoHo base, and orchestrate the development of solutions to meet the SoHo customer requirements, by the development of a strong, long term relationship with the third party vendor to ensure new requirements are identified and current requirements are fulfilled to the total satisfaction of the customer.
• - Achieve sales targets as defined on an annual basis by Qtel ensuring that the company's pre-determined margins are met.
• - Manage the third party vendor to ensure that Qtel's SoHo customer requirements are identified and are translated into business proposals which will ultimately provide the appropriate solutions.
• - Assist and guide the third party vendor to develop and present proposals for customer solutions, utilising, where necessary and appropriate, the expertise within Qtel in order to ensure that the solutions designed and proposed will meet the customer requirements.
• - Work with the Solutions Specialists, Procurement, and Legal Departments to develop and negotiate contracts with customers and suppliers (back to back)
• - Work with the third party vendor to develop and implement an overall sector strategy which aims to ensure that all opportunities and revenues are maximised. The strategy should also include our plan to combat the competitive threat faced by Qtel within the marketplace.
• - Co-ordinate with Installations, Maintenance, Engineering Teams to ensure timely delivery of services to the customer.
• - Act as the focal point within QTel for the third party vendor.
• - Where necessary, working across Qtel organisation, resolve any customer queries or problems in a timely and effective manner to ensure Customer Satisfaction is achieved and maintained.
• - Conduct follow up calls and visits to the third party vendor to ensure that all customer requirements have been identified and fulfilled.
• - Conduct regular periodic reviews of the performance of the third party vendor

Minimum Experience & Essential Knowledge

At least 10 years relevant experience in telecom, IT, or similar technology sales and / or  channel management Good technical understanding and proven business sense.

Qualifications

At least Bachelor Degree or equivalent, preferably an  Engineering degree in Telecom or IT