We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. Our poa! Internet service provides wireless broadband to low income and rural communities across East Africa, offering individuals and small businesses highly affordable Internet access. poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.

Mission Statement for the Role:

To ensure accurate and timely data analysis, reporting, performance review sessions and strategic insights that drive effective decision-making, operational efficiency, and sales growth across all sales channels

Overall Responsibility:

The Sales Operations Manager will be responsible for delivering actionable insights through the analysis of sales data, creating comprehensive reports and coordinating performance review sessions to support performance improvement. This role plays a pivotal part in supporting the overall sales strategy by ensuring that all sales activities are properly tracked & aligned with business objectives.

Financial:

The Sales Operations Manager at Poa Internet hinges on achieving revenue targets of 80,000 customers in 2024, with increasing market share, and maximizing profitability through effective sales management, cost optimization, and enhanced internal customer’s value.

People:

• Provide support to sales teams by equipping them with insights and recommendations that improve performance and productivity.
• Promote data literacy and ensure that Territory Sales Managers are trained in utilizing reports and insights to make informed decisions.
• Foster Collaboration with the sales leadership team, Territory Sales Managers, and cross-functional teams (Community, Network Installation, Customer Service) by coordinating regular joint sessions for insights & feedback discussions.

Key SMART Results for A-Player Success:

Achieve 100% data integrity & timeliness by the end of 2024:

Achieve 100% data integrity and timeliness in sales reporting, implement a data validation process and automate data extraction from company systems into a visualized dashboard. This will ensure accurate and timely sales reports for all channels (Field Sales, Tele-sales, Agency) on a daily, weekly, and monthly basis.- By the end of Q4 2024

Maintain a customer acquisition cost (CAC) below $25 by end of 2024:

Maintain a customer acquisition cost (CAC) below $25 and continuously monitor and analyse our sales data to identify high-performing channels, improve lead quality, and optimize sales efforts. This will involve tracking CAC through regular comparisons of sales costs against new customer acquisitions-By the end of Q4 2024

Provide dashboards & visibility into the sales funnel and key performance metrics for all sales teams:

Enhance visibility into the sales funnel and key performance metrics for all sales teams, develop a real-time, accessible dashboard that automatically updates with data from Field Sales, Telesales, and Agency Sales. This dashboard will track lead generation, actual sales versus targets, call metrics, and conversions across teams.- By end of Q4 2024

Tracking and monitoring of incentive schemes for the Field, Agency and Tele-sales team:

Effectively support the poa! sales commission & recognition program, develop and maintain monthly leaderboards dashboards that track individual and team performance based on predefined metrics such as Sales Target Achieved, Field Activity Inputs, and Call metrics. This will enable us to identify top performers and earners for monthly, quarterly, and annual awards, ensuring that the recognition performance leaderboard is updated with 100% accuracy – Continuous

Offboarding and performance management:

Implement a structured reporting process for underperforming sales teams and ensure alignment with performance management policies, collaborate with HR to enforce clear performance metrics, timelines, and exit strategies. This will involve implementing a formal Performance Improvement Plan (PIP) process for identified underperformers, with a focus on improving team productivity and morale- By the end of Q4 2024

Cross functional alignment:

Ensure data and insights are aligned across departments and improve overall collaboration, establish bi-weekly reporting rhythm sessions with key departments such as Field Services, Customer Service, Network, and Community teams. These sessions will focus on aligning KPIs, sharing insights, and best practices. We aim to achieve 100% engagement from key departments in these meetings and ensure that actionable outcomes are agreed upon – Continuous

Team productivity:

Achieve blended productivity targets of 30 for Field Sales, 35 for Tele-sales, and 25 for Agency including tracking and reporting of productivity benchmarks for each team. By tracking productivity metrics monthly and providing dashboards that show productivity across teams, we aim to directly impact overall sales performance and ensure that each team is meeting their respective targets- By the end of Q4 2024

 Improve sales operations efficiency & productivity:

Increase sales reporting and performance engagement efficiency within sales operations, reduce manual work and increase reporting efficiency through the automation of performance dashboards. By implementing Power Query automation, standardized reporting templates, and integrating data from all sources, we aim to reduce time spent on reporting processes by 20% over a quarter period- Continuous

Level of management experience required (Mandatory & Nice to Have)

• The ideal candidate for the Sales Operations Manager should possess a strong combination of analytical expertise, operational acumen, and cross-functional collaboration skills. This role requires a data-driven person with a proven track record of delivering actionable insights that drive sales performance and operational efficiency. Experience in managing reporting frameworks, optimizing processes, and working closely with sales management is required. The candidate should be comfortable translating complex data into strategic recommendations, while fostering collaboration across multiple departments to support sales initiatives.

Department stage of development where this role sits

Scaling

Key Competencies Criticality (H, M, L)

• Analytical Skills: Strong ability to analyze sales data and generate insights that influence key business decisions-H
• Data Reporting Expertise: Proficiency in Excel, Power Query, Google Forms, and other data analysis tools to generate detailed, accurate reports-H
• Communication & Presentation Skills: Ability to distill complex data into actionable insights and present them effectively to different audiences, including executives and sales managers-M
• Project Management: Capable of managing multiple reporting and analytics projects, ensuring timely delivery and alignment with business needs- M
• Collaboration & Teamwork: Skilled at working across departments to ensure the alignment of sales data, strategy, and performance tracking- M

Mandatory criteria if any with no exceptions to hire

• Direct Management Experience: Must have directly managed at least 3 people in the same role
• Revenue Target Achievement: Proven track record of activities done to achieve or exceed revenue targets in a sales operations role.
• Cost Management: Demonstrated ability to manage customer acquisition costs effectively, with a history of keeping CAC within predefined limits.
• Performance Management Dashboards: Experience in developing and implementing performance management dashboards , including tracking KPIs and reporting performance progress.
•  Analytical and Reporting Skills: Strong analytical skills with experience in using CRM tools and developing sales funnel reports.
• Cross-Functional Collaboration: Proven ability to collaborate effectively with HR, marketing, and Customer Service departments.