JOB DESCRIPTION


The Commercial Manager plays a pivotal role in orchestrating the company's growth strategy and overseeing and coordinating all sales channels across customer categories. Reporting directly to the Managing Director, this position is responsible for managing a team, ensuring sales targets are met, and implementing strategies to drive revenue growth. The ideal candidate will... possess exceptional leadership skills, a strategic mindset, and a deep understanding of marketing and sales operations management.


Key Expectations


Develop growth strategy of the business through a segmented and differentiated portfolio of brands.
Accountable for accelerated share, sales and profit growth for the company customer and channel portfolio and execution of approved business plans.
Ensure that all strategic market objectives are achieved, delivered, and executed by strategic long-, medium- and short-term plans for systems and channel networks by sales, profit, and marketing objectives, analyzing past category performance and economic variables, and development and execution of detailed 1 year plan for all the products.
Execution and implementation of commercial and business objectives via continuous learning, initiating, and coordinating progress on all projects, and facilitating implementation with other functions within the organization as well as with external agencies
Monitor, analyze and evaluate marketplace developments including customer and consumer behaviour changes, sales, expert, and supply chain performance relating to the company's portfolio. Adapt and/or replan to accommodate deviations/changes in market conditions by devising and implementing new action plans to ensure the brand retains its competitive advantage
Role model the company values and behaviours and always do the right thing
Show business leadership by working within budget parameters, monitoring progress towards achieving goals, business planning,
collaboration with other functions, agencies, and departments to ensure customer satisfaction, and success of projects and drive brand growth 8. Develop a loyal consumer base for the company's products by creating positive brand perceptions, associations, and usage experience - such as advertising, promotions, and relevant project management. Work closely with Supply Chain to ensure product availability
Design, develop and implement communication programs to advertise the organization's products using media (TV, radio, print, direct mail, digital), events, and sales promotions. Develop and evaluate pricing strategies and structures
Partner with Country Commercial leaders, Area Marketing Managers and other functional stakeholders (e.g. Finance, Supply Chain and HR) to ensure co-delivery of winning commercial goals
Ensure compliance and corporate governance by showing in-depth knowledge on products, understands and abides by company and group policies and procedures
Embedding continuous learning from successes and failures
Initiating and coordinating progress on all projects
Facilitating implementation with other functions within the organization as well as with aligned agencies and processes.
Working within budget parameters
Monitoring progress towards achieving objectives
Providing input into overall planning of business
Liaising with other functions and departments regarding issues such as distribution, production, innovation, sales performance, etc for best practices.
Develops a loyal customer franchise for the company's brands by creating positive brand perceptions, associations, and usage experiences, through tools such as advertising, promotion, and supply chain management, to build strong brands and ensure the long-term profitability of the company
In-depth knowledge of products
Understands and abides by company policies and procedures
Conducts Management Monitoring
Communicates effectively with senior management, peers, and other departments
Is a respected individual with customers and staff
Use company values and expectations to drive actions and decisions, role model values and expectations
Team Management:
Lead, mentor, and motivate the sales team to achieve individual and collective sales targets.
Conduct regular performance reviews, provide feedback, and implement training programs to enhance team skills.
Ensure effective communication of sales objectives, targets, and company policies to the sales team.
Records to Maintain


Candidate Specific


Sales Reporting and Analysis:
Generate comprehensive sales reports on a regular basis, analyzing performance against targets and KPIs.
Provide insights and recommendations based on sales data to drive informed decision-making.
Develop forecasting models to predict sales trends and adjust strategies accordingly.
Customer Relationship Management:
Build and maintain strong relationships with key clients, distributors, and retail partners.
Address customer inquiries, resolve complaints, and ensure high levels of customer satisfaction.
Implement customer feedback mechanisms to continuously improve products and services.
Compliance and Operational Efficiency:
Ensure adherence to company policies, procedures, and legal requirements across all sales activities.
Optimize operational processes to improve efficiency and reduce costs within the sales department.
Collaborate with other departments, such as Marketing and Supply Chain, to streamline cross-functional operations.
Team Leadership and Development:
Lead and mentor the Sales team, fostering a culture of excellence, collaboration, and continuous learning.
Provide guidance and support to team members, ensuring clarity of roles and responsibilities.
Conduct performance evaluations, set goals, and provide opportunities for professional growth.
Self-Management
Support, comply, and ensure complicity with Company Core values, Quality and Environmental standards, and all other Company policies and procedures
Support encourage and develop the team and take ownership of team cohesion
Proactively contribute to creating a good team atmosphere
Anticipates and overcomes obstacles.
Makes useful links to arrive at insightful plans and solutions
Embraces personal challenge.
Confident, rounded thinking
Is resilient, optimistic, and open to change
Has an Adult: Adult, collaborative approach to others
A self-starter, motivated and able to positively motivate others k. Focused and target drove with a positive, can-do attitude Sales manuals; daily, weekly, monthly, quarterly and annual sales reports; SOP's


Qualifications & Skills


Bachelor's degree in Business Administration, Sales, Marketing, or a related field.
Proven experience (7 years) in sales management, preferably within the FMCG industry
Strong leadership abilities with a track record of successfully managing and developing sales teams.
Excellent analytical skills with the ability to interpret sales data and formulate actionable insights.
Exceptional communication and interpersonal skills for effective team collaboration and client interactions.
Proficiency in sales software, CRM systems, and Microsoft Office Suite. Strategic thinker with a results-driven mindset and a passion for driving business growth.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing market conditions. more

Primary Responsibilities


The Customer Experience Officer at Silentnight Beddings Limited is responsible for ensuring exceptional customer interactions by managing outbound communications related to deliveries, order statuses, and customer concerns. This role is pivotal in maintaining customer satisfaction and loyalty by proactively addressing issues, coordinating with internal teams, and... continuously enhancing the overall customer experience. The ideal candidate will serve as the voice of the customer, ensuring that their needs are met promptly and efficiently, thereby contributing to the company's reputation for outstanding service.
Outbound Communication:
Initiate and manage outbound communications to inform customers of delivery schedules, order statuses, and any changes or delays.
Proactively reach out to customers to update them on the progress of their orders and address any potential concerns.
Customer Issue Resolution:
Handle customer inquiries and complaints effectively, ensuring timely resolution and maintaining a high level of customer satisfaction.
Coordinate with internal teams such as sales, logistics, and production to resolve customer issues and ensure smooth operations
Logistics Coordination:
Work closely with the logistics team to monitor and manage the delivery process, ensuring orders are dispatched and delivered on time.
Address logistics-related challenges, such as delayed shipments, incorrect deliveries, or inventory shortages, in collaboration with relevant departments.
Ensure that delivery schedules are optimized and communicated effectively to customers and internal stakeholders.
Customer Relationship Management
Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Collect and analyze customer feedback to identify areas for improvement in the customer experience.
Data Management and Reporting
Maintain accurate records of customer interactions, transactions, and feedback
Generate regular reports on customer satisfaction, issues resolved, and areas for improvement.
Process Improvement:


​​​​​​​Qualification & Experience


Candidate Specific
Identify opportunities to improve processes and systems that impact the customer experience.
Work with the customer service team to develop and implement best practices in customer communication and issue resolution.
 Team Collaboration:
Collaborate with cross-functional teams to ensure that customer issues are addressed in a timely and effective manner.
Participate in regular team meetings to discuss customer issues, share feedback, and contribute to the overall improvement of the customer service function.
KEY KPIs
Customer satisfaction and Net Promoter Score (NPS).
Number of customer issues resolved and average resolution time.
Accuracy and timeliness of outbound communications.
Quality and timeliness of reports generated.
Contribution to process improvements.
Self-Management
Proactively contribute to creating a good team atmosphere Anticipates and overcomes obstacles.
Makes useful links to arrive at insightful plans and solutions Embraces personal challenge.
Confident, rounded thinking Is resilient, optimistic, and open to change
Has an Adult: Adult, collaborative approach to others
A self-starter, motivated and able to positively motivate others
Focused and target driven with a positive, can-do attitude
Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
Minimum of 3 years of experience in customer service, customer experience, or a related role in a manufacturing or similar industry.


Key Skills


Excellent communication skills, both written and verbal.
Strong problem-solving abilities and conflict resolution skills.
Proficient in CRM software and Microsoft Office Suite.
Ability to manage multiple tasks and prioritize effectively.
Strong interpersonal skills with the ability to build relationships with customers and internal teams. more