This includes maintaining continuous communication with Key Customers to ascertain and resolve issues as they arise, and gathering intelligence regarding new developments. This position will also oversee the formulation and implementation of ‘people friendly’ strategies within the communities to improve customer loyalty while providing value added energy services towards achieving and maintaining Regional Sales and Growth targets. The incumbent will also formulate, implement and support regional and parish efforts and initiatives geared at communities with a history of illegal connections, aimed at decreasing the number of persons engaged in the illegal usage of electricity and thereby, increasing the Company’s customer base and maximize revenue collection.
CORE RESPONSIBILITIES INCLUDE
Key Accounts
- Establish relationship with Strategic Accounts
- Manage our existing key Accounts
- Develop and maintain close working relationships with appropriate internal and external resources and partners.
- Establish and maintain contact with customers by visiting their locations to receive and address complaints, provide company information, and observe customers’ operations and utilization of electricity.
- Make recommendations to Senior Management for adjustments to Company policies and plans based on intelligence gathered in the course of covering the portfolio of customers.
- Establish and maintain a database on customers’ monthly consumption to ensure billing consistency and to investigate significant variances.
- Assist customers in solving problems relating to supply quality and reliability by interfacing with the Energy Delivery Division and monitoring implementation of agreed solutions to ensure timeliness and completeness.
- Articulate Company positions and policies to customers on a personalized basis as issues or crises arise in the normal course of business.
- Advise customers on the Company’s range of services e.g. VIP services, eStore products etc.
- Promote the increased and efficient use of electricity via energy presentations or individual meetings.
- Prepare intelligence reports on developments within the customer’s portfolio, which could impact the Company’s revenue, present opportunities for growth or signal the requirement for a change in strategic direction.
Sales
- Create and execute on detailed sales plan to achieve revenue objectives
- Maintain monthly forecast and sales pipeline
- Participate in account planning and strategy activity
- Understand and appropriately leverage sales and support resources
- Articulate appropriately at all customers levels service options offered by JPS to include features and benefits
- Work to increase awareness and interest in JPS’ energy solutions in assigned region or accounts
- Maintain high level of knowledge on JPS’ services, roadmaps, competition, pricing, market share, and key product differentiation.
Community & Client Relations
- Support customer outreach activities thus building company profile and customer loyalty
- Oversees the creation and maintenance of key relationships with influential community personnel and stakeholders to facilitate intelligence gathering and subsequent implementation of strategies.
- Conduct sensitization meetings regarding JPS’s plan of action for the community and employ appropriate strategies to ensure that the customers buy into the programme.
- Manage the implementation of community outreach projects to include coordinating related activities, liaising with contractors as necessary and ensuring that expenditure is held within budgetary limits.
MINIMUM REQUIREMENTS
- Bachelors of Science in Management Studies or equivalent qualifications.
- Postgraduate degree in Marketing and or Sales would be an asset.
- Training in Project Management.
- A minimum of five (5) years related customer service experience. This should include at least two years at the supervisory level
- Knowledge of Utility Regulatory codes and standards
- Working knowledge of the Company’s power delivery and customer supply operations, policies and procedures
- Basic knowledge of the principles and technologies associated with the generation and supply of electricity.
- Comprehensive knowledge of the Company’s customer service policies and procedures and standard terms and conditions of service.
- Expertise in the principles, structure and application of the Company’s tariff structure as it relates to different categories of customers.
- Demonstrated record of achievement in a prior sales and or Key Accounts Management portfolio.
- Computer literacy including competence in the use of the Company’s Customer information system (CS 4.3).
REQUIRED COMPETENCIES
The position holder is expected to demonstrate the following competencies at above average level to successfully accomplish the requirements of the position:
- Strategic and analytical thinking
- Judgement and problem solving
- Planning and organizing
- Decision Making
- Excellent communication (oral, written, presentation) skills
- Interpersonal and people management skills
- Customer orientation
- Result orientation
- Relevant reporting and presentation software
- Time management
- Conflict resolution
- Emotional Intelligence and Interpersonal awareness
- Accountability
We wish to thank all applicants, however only shortlisted candidates will be contacted.
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