JOB TITLE: Country Manager MAIN PURPOSE OF THE JOB: The Country Manager is responsible for managing customers' sentiments, developing business and increasing profitability for the Company within the region.
As a senior role in country, the Country Manager will work alongside the Customer and Supplier Management team to drive the business strategy and ensure operational excellence.The Country Manager is responsible for formulating strategy, creating, nurturing and maintaining long-term relationships with customers with the aim of growing market share and achieving revenue and profitability targets for the CompanyIn addition, the Country Manager shall build the Company brand, contribute to retaining customers by ensuring targets are achieved and that client relationships are maintained in conjunction with the Customer Success fulfilment team providing services in line with client Service Level Agreements and business requirements.
The Country Manager shall:Provide in-country knowledge and advise;Partner with Customer Success team and provide in country support;Partner with Supplier Management team and provide in country support;Provide operational support to employees as and when required The Country Manager shall be monitored on the following KPI's:Customer NPS – Overall Health scoresVolume organic client growth through up & cross-sell/ Increasing profitability MarginKey Customer relationship growthDiscover, Design, Deliver & Develop excellence in relationshipsCustomer retention rateCustomer satisfaction score (CSAT)Net promoter score (NPS)Customer lifetime value (CLM)Cross-sell rateCustomer churn rate DESCRIPTION OF FIELD OF DUTY (KPA's): Strategic Planning & Stakeholder EngagementCommercial ModellingClient RetentionClient/Region DensificationUpsell & Cross sell Business DevelopmentMarket ResearchRisk Management and ComplianceLeadership – in-country QUALIFICATION REQUIREMENTS: MatricDegree (Hons) in Business related field advantageousMAP / MDP / Postgraduate Diploma in Business Management advantageous WORK EXPERIENCE: 5 to 10 years' experience in a similar role and / or industryAt least 3 - 5 years as Point Client Director and/or Country Manager