Division: Commercial 

Section: General Trade 

Direct Reports: Customer Relationship Officers (CROs) 

Trade Development: Representatives (8 – 15)

Job Grade: To be confirmed 

Department: Commercial

Reports to: Regional Manager

Reporting Indirectly: Fulfillment Representatives (8 – 15)

Location: Assigned Territory 

Reporting to the Regional Manager, the Territory Manager is accountable for the profitable growth of customer numbers, volume, revenue, margin and exceptional customer experience in the assigned territory, based on a  detailed knowledge of the trade drawn from regular trade visits and personal interactions with customers. The role holder is accountable for developing annual impactful annual territory operational plan, anchored on Fresh  first, and accompanying budgets/P&L, drawn from the regional/commercial strategy, and translating it into (a)  weekly/monthly and quarterly commercial goals for each route and individual in the team; (b) demand plans that are  shared with stakeholders in the business to enable products and services to be procured and availed on time and in  full; and (c) driving realization of the P&L and ensure optimum utilization of resources assigned to the territory. The role holder will effectively develop, coach and guide account development and fulfilment teams, enabling  performance and the continuous building of the capability of the teams managed. S/he will influence 100% digital  migration to the Soko Yetu App drive the uptake of the financial services to bring true value to the vendors within the  assigned territory and continuously seek opportunities for profitable, sustainable expansion within the territory.

Other Role Dimensions

Financial 

The job holder is accountable for the P&L for the region, contributing to the creation of,  and adhering to approved budgets, and ensuring appropriate management of assets  and resources provided to achieve objectives and goals.

People Management 

The job holder is a manager of others and is accountable for delivering results through a team of direct and indirect reports and third-party partners. The job holder coaches,  enables, and evaluates performance of direct reports; and contributes to supplier  evaluations for third-party partners.

Process and Projects 

The job holder is accountable for customizing, within approved guidelines, and  executing commercial and related processes in the territory to deliver impactful account  development, fulfilment, and customer experience. S/he recommends and onboards  new categories, channels, product assortments, service offerings, and fulfilment options in the territory. S/he participates in projects as guided.

Operating Environment 

This role is based 20% in the depot and 80% in the field.

Stakeholder Relationships

Internal Stakeholders: All functions/departments

External Stakeholders: current and potential Vendors/Key Accounts/Customers,  Suppliers, 3rd party Partners, etc.

Delegated Authority 

The job holder:

▪ optimizes allocation of resources within the territory to drive profitable customer  acquisition, experience, and retention

▪ approves expenditure within delegated authority

Other 

The holder of this role participates in the Commercial meetings and may participate in  various workstreams as requested

Key Responsibilities 

Customer First 

Proactively engage current, potential and former customers in the territory.

▪ assess if product assortment/service offerings; fulfilment options meet their expectations and delivers a positive customer's experience, reinforce the  positive and make recommendations to address any gaps profitably and  sustainably.

▪ Understand customers evolving needs and contribute to the development  of appealing, sustainable, scalable, solutions that can be executed  profitably within the vendor/customer/channel segment.

▪ Advocate for Customer First in the team, proactively monitor customer  complaints and confirm they are resolved in the shortest time possible.  Engage the customers for feedback and confirmation of satisfactory issue  resolution and monitor retention.

Outcomes – Indicators of Success

Customer acquisition, growth and  retention targets achieved

Target NPS score achieved and  maintained

Customer Acquisition and Retention  as per the set targets

Profitability Growth 

Proactively contribute to the development of the regional and commercial  strategy

▪ Work collaboratively with colleagues within Commercial and across the  business to develop an impactful annual territory operational plan, drawn  from the regional/commercial strategy, that will deliver optimal product  assortment/service offerings, fulfilment options, fee/cost to serve and  exceptional customer experience for each channel, resulting in consistent  growth in customer numbers, volume, revenue and profitability.

▪ Embed Fresh first as the foundational principle of the operational plan.

▪ Develop an annual budgets/P&L for the territory plan that enables  weekly/monthly and quarterly commercial goals to be:

- cascaded to each route and individual in the team

- converted into demand plans that are shared with stakeholders in the  business to enable products and services to be procured and availed on time and in full

▪ Anchor the plan and P&L on trends and new business opportunities in the  territory. Build route density. Create optimal products assortment mix,  service offerings and fulfilment options to maximum sustainable profitable  growth, whilst delivering an exceptional customer experience.

▪ Drive the P&L of the territory and deliver the anticipated results. Monitor  and control the budget and ensure optimum utilization of resources  assigned to the territory.

▪ Devise innovative initiatives to introduce new products to the market.  Develop and maintain relationships with key influencers in the territory and leverage the relationships to drive product uptake source feedback and  gain insights that will enable Twiga remain the preferred stock-up partner  in the trade.

▪ Contribute to the development of marketing and merchandising programs,  monitor execution, measure the impact, and give feedback for the  continuous improvement of future programs.

▪ Evaluate options for profitable, sustainable expansion within the territory,  create the business case and execute as approved.

▪ Collaborate with the Finance team to ensure compliance with all agreed  service levels and financial credit terms to control collections and  receivables.

Outcomes – Indicators of Success

Consistent growth in customer  numbers, volume, revenue, and  profitability and customer experience in line with set objectives and  targets.

Demand planning forecast accuracy

Twiga Way of Account Development & Fulfilment 

Embed the Twiga Way of Account Development and Fulfilment.

▪ Embed the Twiga Way of Account Development and Fulfilment within the  team. Execute coaching and accompaniment, performance enablement,  performance reviews, career guidance conversations as a standard way of leadership and management of the team in the territory.

▪ Conduct regular market visits and accompany the sales team to the vendor outlets to coach them on Twiga’s ways of selling and building collaborative, customer focused relationships

▪ Train on the team on the step-by-step process of the Twiga Way of  Account Development and Fulfilment and the expected outcomes of this  approach of mutual benefit/value for both the customer and the  organization.

▪ Coach the team:

- how to focus on the unique value proposition of partnering with  Twiga and how to navigate through the decision-making process  of the vendor for a positive outcome.

- how to cultivate a digital mindset with vendors to enable them to  migrate to self-ordering to the Soko Yetu App

- opportunity sizing i.e., build their understanding how the territory  works and the key market drivers. Widening their scope to

appreciate the possibilities within the entire territory and not only  specifically to the assigned route. Develop their agility to work in  any part of the territory.

- Continuously communicate and educate the team on the product  portfolio for both new and existing SKUs within each category, new product launches, daily promotions to keep the team informed of  the business

▪ Continuously communicate and educate the team on the product portfolio  for both new and existing SKUs within each category, new product  launches, daily promotions, and development in the business to keep the  team informed and up to date.

▪ Foster honest, open, and continuous communication. Encourage the  sharing of knowledge, learnings, challenges, wins, losses, and insights.  Lead by example and create an environment of communal growth and  improvement.

▪ Assess each team member’s individuals' strengths and improvement areas related to the Twiga Way of Account Development and Fulfilment and take  appropriate action.

Outcomes – Indicators of Success

Repositioning and maintaining Twiga as the preferred Fresh e-commerce  partner in the territory

Growth in revenue as per the set  targets

100% revenue realization

100% reconciliation of all payments

and assets

100% Strike Rate

Self-ordering target on the Soko  Yetu App achieved

100% of coaching and

accompaniment sessions executed  as planned with action plans

implemented, progress monitored  and reported

Demonstrable competence in the  Twiga Way of Account Development  and Fulfilment at a minimum of 95%  of the teams maintained

Knowledge of product

assortment/service offerings and  ways of working is rated above 90%  based on assessments /

performance

Evidence of diverse ideas,

perspectives, and engagement by  the team

Data Analysis and Reporting 

a) Data Analysis and Insights 

▪ Interpret and utilize the data shared in the reports (CLT, GP) shared by the BI team to make business decisions e.g., direct the team to the right  customers to generate maximum revenue from the outlets visited

▪ Simplify the analyzed data for the team to understand, interpret and  internalize data (for example customers to be re-activated per route per  day) and in turn be motivated to meet the set business targets

▪ Empower the team to be able to measure the targets set by themselves at  the end of each day

▪ Cascade clear KPIs to the team for the team to fully understand the targets set per day in their assigned routes e.g., SKU numbers, customer numbers and encourage a collaborative culture focusing on the collective effort

required to keep the pipeline churning

▪ Maintain custody of all relevant documentation in the format and standard  set, utilize organization systems as provided.

▪ Present comprehensive, accurate and informative reports with trends,

insights, concerns, and recommendations clearly elaborated.

Outcomes – Indicators of Success

Timely, accurate, relevant

dashboards, team and/or

management reports, presented in  agreed formats, circulated to

respective audiences as per

timelines agreed

Complete documentation retained in  secure custody, availed as and when requested

100% data accuracy, updated in line  with approved SLAs, on approved  systems

Team & Self-management 

▪ Model Twiga’s culture and way of working and inculcating this within the  team.

▪ Engage, coach, manage and motive the team in the territory ▪ Deliver the performance objectives set for the team. Hold monthly 1-on-1  performance reviews with the team and with own line manager, and  institute corrective action where performance falls below expectation. ▪ Proactively manage the teams’ and own learning and development ▪ Adhere to the annual leave plan agreed with the line manager ▪ Adhere to people management polices

Outcomes – Indicators of Success

Be a positive role model within the  organization.

Own and teams’ performance  meets/exceeds expectation

Adherence to people polices

Compliance 

▪ Comply with all organization policies, procedures, and statutory guidelines. Minimize and mitigate risks to the organization and enforce zero-tolerance  to non-compliance.

▪ Close gaps/lapses identified as an outcome of audits; risk and/or any other compliance review; investigations; or other assessment mechanisms and  take corrective/preventive actions within the agreed timelines.

Outcomes – Indicators of Success

Gaps closed within agreed timelines Nil fines and penalties because of  non-compliance

Nil repeat gaps identified in subsequent reviews / audits / investigations.

Business Competencies 

Leadership - (Level 2) 

• Delivers results and has significant impact on an organization through the teams managed.  • Team members feel included, valued, trusted and empowered, such that they work impactfully with each other  and with other teams.

• Has the emotional intelligence to understand and manage own and others emotions.

Business Acumen - (Level 2) 

• Displays a business-oriented mind-set that drives the organization’s agenda.

• Applies knowledge of industry, market and business trends to identify opportunities, prioritize activities and deliver  business results.

Financial Acumen - (Level 2) 

• Able to analyze and interpret financial data to make appropriate business suggestions and decisions. • Understands the connection between operations and financial performance.

Customer & Stakeholder Engagement (internal and external) - (Level 2)

• Resolves customers queries and challenges in organized way, providing the highest quality service and monitors  to confirm that the customers’ needs have been comprehensively addressed.

• Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the  challenges faced by customers.

Tech Led - (Level 2) 

• Utilizes technology to innovate, create value and fuel more interactions, building the customer-brand relationship. • Leads the change process, to rebalance the existing way of working with new innovations, limiting disruption and  inconvenience to customers and the business.

Academic and Professional Qualifications 

• A bachelor’s degree from a recognized accredited university in commerce, marketing, or a related field. • Accredited training in commercial ways of selling, sales operations, channel management, route to market,  coaching are highly desirable.

Relevant Skills & Experience 

• 6 years of solid experience driving sales performance, account development and fulfilment in general trade preferably in an e-commerce environment, with at least two years supervisory responsibility for a sizable diverse  team. A proven track record in selling Fresh produce is a significant advantage.

• An entrepreneurial thinker with a high level of business acumen, an in-depth working knowledge of the general  trade ecosystem and the ability to remain updated on industry-related developments.

• Exceptional relationship-building, stakeholder engagement and influencing ability with colleagues, customers and  partners at a variety of levels. Ability to successfully manage negotiations and resolve conflicts.

• Digitally savvy with an affinity for data, coupled with strong analytical skills and the ability to utilize statistics,  market insights and research to develop actionable insights to guide decision-making.

• Ability to prioritize and resolve tactical challenges of differing levels of complexity and urgency in a dynamic fast  paced environment with conflicting demands.

• Ability to build, coach, motive, and deliver results through a dynamic, energized high performing team of direct and indirect reports. Demonstrable hand-on leadership delivered through daily cadences and continuous  coaching and accompaniment.

• A highly driven, high energy, enthusiastic, pragmatic, resilient individual with a real passion for sales, hungry for  success, a sense of urgency, and unquestionable integrity, with a track record of delivering in a target driven  environment.

• Willing and able to travel.