Nigerian Breweries | _Posted 02 Feb
The Telesales Supervisors would work with the Contact Centre Lead (CCL) & the Contact Centre Manager to manage the day-to-day operation at the Contact Centre. He / She supervises a team of Telesales Agent calling on customers as assigned; sell NB products to them and follow up to ensure those products are delivered satisfactorily.
To assist in the coordinating the day-to-day running of and the activities of team of Telesales Representatives / Agents at the Contact Centre – the Telesales activities of selling and Customer problem solving.
Perform training, coaching, and leading Telesales representatives and as they provide support for customers.
To drive achievement of service and sales targets, SLA’s and KPIs at the Centre continually.
To ensure use of Telephone to achieving effective coverage to the assigned outlets and to sell all NB products to them, thereby increasing NB coverage of the market and achieve customer centric objectives.
Guide Telesales representatives through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded by telesales representatives
Daily steering the frontline (STF) meeting by leading team meetings, develop presentations and talks to motivate and educate telesales representatives and supervisors.
Work with the Contact Center Manager in identifying trends and establishing call center goals.
Present reports and analyzing contact center data to improve processes and performance.
Consistently evaluate the performance of telesales representatives, ensure discipline and corrective actions where necessary
Taking on other tasks or projects to support employees, other managers, and call center operations.
Provide leadership for telesales Agents by actively engaging and supporting them to ensure better performance
Work with Contact Centre Manager to implement Change Programs and Projects which impact the contact centre
Work with Contact Centre Manager to carry out regular evaluation /assessment and develop a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are develop effectively.
Identifying and instilling best practice, processes, systems and recommend continuous improvement idea for the centre.
Regularly Reports weekly team activities to Contact Centre Manager.
Assist CCM in coordinating set up and ensuring that all tools in use for working such as Quick Drinks (QD) are readily available and functioning at all times.
Regular follow-through on all sales order generated by TSRs for prompt delivery to customers.
Constantly liaising with respective Field Sales Team (STL, ASM, Fulfilment Agents to ensure all other created by the Agents are fulfilled timely and in-full (OTIF).
Preparing and updating effective daily call plan for TSRs for a productive customer relationship management.
Work closely with the various sales area team to ensure that customers are happy and satisfied at all times by providing prompt feedbacks from customers with a view to proffering solutions to their challenges.
Monitor all calls to ensure that due process and quality standards are adhered to and intervene / correct TSR where necessary.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
First Degree in any discipline.
Minimum of 2 years’ experience in a call centre.
Good knowledge of the art of selling via Telephoning, Sales processes, operations and controls
Good presentation and communication skills.
Fluent in English & more than one local language(s) needed for interaction (Presentation, reading, written, spoken)
Previous experience in a Standard Contact Centre with similar Objectives (Outbound / Inbound & Customer Service.
Experience with the use of Microsoft Office packages
Consumer And Market Insights ManagerNigerian Breweries | Lagos
Nigerian Breweries Plc is the pioneer and largest brewing Company in Nigeria. We are the home of great brands, with products formulated and brewed under the highest quality standards and procedures. Our rich portfolio of quality Lager, Stout, Non-alcoholics, and Spirit make us stand out. From our first champion, Star Lager Beer to our youngest gems, we ignite memorable moments that bring us together and create unforgettable bonds. They help make the world a little better… one day, one beer, one cheer at a time!What makes us great? It’s our people! A life with Nigerian Breweries Plc provides an enabling environment to grow your career in line with your aspirations. Come join the team!We are offering an exciting opportunity to join our Marketing team as a Consumer and Market Insights (CMI) Manager.The Consumer and Market Insights Manager will support brand teams across portfolios with deepening their understanding of consumers and lead a suite of qualitative and quantitative research projects. He or she will play a role in helping the marketing team move from Insights to action, and will lead research covering consumers, customers, and shoppers.He / she will shape a consumer centric agenda and work closely with the broader commercial team to deliver insights that aid frontline execution. He provides the commercial function (marketing and sales) with the right insights to fuel brand, channel, and sales strategy. The Consumer and Market Insights Manager is highly analytical, and data driven, He or she has appreciable experience in working with research agencies, strategic planning, advisory or management consulting. He or she can lead research projects from briefing to execution, interpret and present data to senior stakeholders, is an expert on research methodologies, and more importantly is a business partner to brand and portfolio teamsKEY RESPONSIBILITIESTakes responsibility for various continuous studies (brand trackers, retail audits, innovation trackers) and well as ad-hoc studies designed specifically to answer business questions or make innovation decisionsWorks closely with brand teams and creative agencies in concept development, ideation, helping align communication strategy with broader commercial objectives of the company, and provides a data driven perspectiveActs as the voice of the consumer. He or she consistently shares insights, new thinking, trends with brand and channel teams, hence embedding consumer centricity at the core of our marketing function Plays a pivotal role in annual planning, providing, and validating volume and value data, tracking pricing development, and collaborating across various functions including supply chain, finance, and sales to develop excellent commercial plansCollaborates with the media, strategy, and planning teams to provide monthly and quarterly competitive reviews on brands within the category, while also looking beyond beverages to inspire the marketing team Has full operational responsibility for data analytics and reporting- equity, volume share, value share, quarterly business updates, market forecasting, etc.Posted 01 Sep
Brand ManagerNigerian Breweries | Lagos
Nigerian Breweries Plc is the pioneer and largest brewing Company in Nigeria. We are the home of great brands, with products formulated and brewed under the highest quality standards and procedures. Our rich portfolio of quality Lager, Stout, Non-alcoholics, and Spirit make us stand out. From our first champion, Star Lager Beer to our youngest gems, we ignite memorable moments that bring us together and create unforgettable bonds. They help make the world a little better… one day, one beer, one cheers at a time!What makes us great? It’s our people! A life with Nigeria Breweries Plc provides an enabling environment to grow your career in line with your aspirations. Come join the team!We are offering an exciting opportunity to join the brand team in our Marketing department as a Brand Manager.The Brand Manager engages with colleagues and external stakeholders and keeps them informed on company developments, create strategies to increase employee awareness and promote productivity. He/she ensures consumer resonating content is published and supports in the production of good brand content materials.Externally, he/she communicates with the media and other interested parties to announce new products and discuss brand changes in a way that attempts to maintain a positive image of the company.The brand manager conceptualizes and co-ordinates the implementation of brand communication, sponsorship and events plans and strategies that will enhance the Equity Scores, Sales Performance and Profitability of the brand(s) in line with Company’s overall profit and portfolio objectives. KEY RESPONSIBILITIESBrand Management Initiate and manage the annual brand planning process that includes data analysis, coordination with the wider commercial function to achieve the brand objectives in accordance with the overall brand strategy.Execute brand initiatives in line with the brand role framework and brand positioning.Monitor and report competitors’ activities to identify issues and opportunities.Regular review of Brand’s profitability and making recommendations to mitigate deviation from estimated annual profit.Analysis of trade margins of competing brands to make appropriate proposals.Communication Development and MediaContributes to the development of the communications strategy for the brand in collaboration with the communications team, creative and digital agencies.Prepare agency briefs and subsequent evaluation and assessment of agency creative proposals.Review and access campaign performance using the media monitoring agency reports. Winning in Channels, Sponsorships, and EventsEvaluate brand strategies and plans against key channel dynamics.Manage sponsorship assets to ensure maximum Return On Investment (ROI) and impact.Develop experiential plans and ensure world class execution on time, on budget, on strategy and on target to consistently achieve the desired impactCommunication Research and global trendsManage brand budget to ensure budget control and optimization of spend. Work with relevant agencies to ensure internal and external approvals are secured for Brand Campaigns, Promotions and other brand activities.Organize periodic meetings with agencies to ensure flawless execution of brand activities and initiatives.Posted 26 Aug