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Purpose of the Role
To build key customer and stakeholder relationships that will result in growing our offshore business within the Africa/Middle East region to USD $10M by 2013.
Maintain and increase the existing market share within the region, to deliver set revenue and EBIT (earnings before interest and tax) budgets.
Support the appointed Coates Offshore agents within the region and ensure terms and conditions of the agreement are maintained.
Key Performance Indicators / Measures
- Safety: maintain a zero lost time injury frequency rate within the region.
- Sales: achieve or exceed sales budget
- Customer relations: defend, maintain and increase the annual spend within the customer base generating 80% of the sales revenue
- EBIT: achieve a regional EBIT of greater than 50% EBIT on an annualised basis
Sales / Market Share
- Achieve the set sales revenue budget for Africa/Middle East.
- Develop & implement strategies ensuring growth in both sales and profit by geography, customer and product.
- Deliver new revenue streams in core and non – core markets.
- Develop case studies, business presentations and methodologies to enhance business development growth & opportunities in core and non-core market segments activities
- Ensure objectives, strategies and related information is effectively communicated with all relevant stakeholders throughout the business.
- Identify non performing accounts and implement timely corrective action each quarter.
- Develop and execute a customer retention strategy for each individual account.
Customer Service
- Develop & implement strategies ensuring the establishment of privileged customer relationships by geography, customer and product.
- Identify and collate details of key contacts and organisational structure for key accounts in core and non-core markets and maintain this information within Offshore CRM
- Establish and implement call plans ensuring each customer is contacted upon every 6 weeks as a minimum; however “Blue Chip” customers must be visited on a more frequent basis.
- Ensure the establishment, maintenance and integrity of customer information in the Offshore CRM
- Ensure the timely and effective resolution of customer complaints and disputes
- Improve and/or entrench strong customer relationships and mutually beneficial business opportunities by attending Coates Offshore & industry events.
- Convey all internal communication of customer requirements & expectations to stakeholders as soon as the customer communication occurs.
- Ensure all internal communication of customer activity is sent to appropriate stakeholders within 24 hours of learning of it.
Key Account Management
- Negotiate annual and project based pricing ensuring achievement of commercially favourable terms and conditions.
- Renegotiate tender pricing annually, ensuring achievement of commercially favourable terms and conditions.
- Achieve all revenues & projects associated with assigned geography, customer and product.
- Ensure implementation of major project strategic review & negotiation plan.
- Analyse, review, manage & recommend pricing structures for key accounts.
- Collate & review market intelligence. Analyse business trends & project the market requirements, competitor activities / threats and business development opportunities that will increase our revenue base.
- Ensure relevant market and customer information is shared throughout the Coates Offshore sales team so as to benefit Coates and our customers.
EBIT
- Deliver the budgeted EBIT for the region on a quarterly and annualised basis.
- Identify and implement strategies to improve the EBIT performance in all areas of the business within the Africa-Middle East region.
Essential & Desirable Expertise
Formal Qualifications
- Qualifications in either Sales, Customer Service or Negotiation
Position Knowledge
- Financial and Commercial acumen
- Exceptional knowledge of the relevant products and markets
- Ability to provide profitable solutions tailored to customer needs
- Strong networks in South and West Africa
Essential Skills
- Ability to deliver the strategy and budget
- Sales negotiation skills
- Interpersonal skills with the ability to forge productive relationships
- Problem solving
- Commercially astute with a strong understanding of internal & external business drivers and trends
- Presentation skills
- Cultural sensitivity
- Drive and Tenacity
- Self starter who is goal driven
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