Position: Dealer Relationship Manager
This Build Dealer Relationship Manager will maintain and enhance relationships with new and existing Dealer Business Partners. Lead and collaborate with the Dealer Relationship
Consultants to ensure any business or technical queries and issues are are resolved effectively in order to deliver end to end business results and ensure
optimal business performance.
Partner Management
Manage and develop important customer relationships with guidance from senior
colleagues and/or manage a team of Relationship Consultants delivering day-to-
day support. Customers likely to include mid-tier companies, multinational corporates and similar.
Partner Needs Clarification
Set clear objectives for each Relationship Consultant; use standard materials to
make a presentation to the partners; and ask relevant questions to evaluate the
Partner''s level of interest and to identify and respond to areas requiring further
information or explanation.
Inform Dealer Partners about other products the company offers and contract
with them to sell the products to their clients.
Liaise with internal departments (Brand, Sales, Retentions, etc) to ensure Dealer
Partner needs are fulfilled effectively.
Performance Management
Develop and propose own performance objectives; take appropriate actions to
ensure achievement of agreed objectives, using the organization''s performance
management systems to improve personal performance. Manage and report on
team performance; set appropriate performance objectives for direct reports or
project / account team members and hold them accountable for achieving these,
taking appropriate corrective action where necessary to ensure the achievement
of team / personal objectives.
Achieving client relationship targets and KPI’s as set by the Head of Dealers.
Work closely with Dealer Relationship Consultants and Dealer sales team to
achieve optimal performance.
Insights and Reporting
Contribute to the design and creation of reporting strategies and templates.
Lead execution of complex reports, identifying and interpreting complex patterns
and trends, and translating those insights into actionable recommendations.
Monitor company performance against service level agreements and flag
potential issues.
Attend monthly meetings with Dealer Partners to build relationships and report
on their performance.
Partner Relationships Development
Develop and implement a relationship management plan for Partners to identify
and build relationships with relevant decision makers and influencers to enable
effective two-way flow of information and resolution of issues.
Effectively build and maintain relationships with potential and existing partners.
Assist Dealer Relationship Consultant with generating new business.
Identify opportunities for greater profits.
Build and maintain relationships with Partners and key stakeholders.
Partner Relationships Management
Collect feedback from identified Partners or Partner segments to ensure their
needs are met, providing themes, summary analyses, and recommendations for
changes based on their input.
Conduct business reviews to ensure Partners are satisfied with the products and services.
Conduct regular client satisfaction surveys and reviews.
Sales Opportunities Creation
Develop a personal network within the business sector and represent the
organization at business sector events. Obtain market intelligence and enhance
the visibility and reputation of the organization, its products, and its services.
Alert team to opportunities for further sales.
Approach new potential customers to establish relationships.
Customer Relationship Management (CRM) Data
Enter customer information that has been gathered through research and/or
through direct customer contact into the customer relationship management
system, to ensure that the organization has quality data to enable effective
customer retention and business development activities. Ensure that team
members maintain up-to-date customer relationship management data,
identifying and resolving issues.
Update the CRM and ensuring all stakeholders are aware of changes within
clients portfolio.
Escalate and resolve areas of concern as raised by Dealer Partners quickly and
effectively.
Operational Compliance
Maintain and renew a deep knowledge and understanding of the organization''s
policies and procedures and of relevant regulatory codes and codes of conduct,
and ensure own work adheres to required standards. Identify, within the team,
patterns of non-compliance with the organization''s policies and procedures, and
with relevant regulatory codes and codes of conduct, taking appropriate action
to report and resolve these and escalating issues as appropriate.
Manage new and current partner legal agreements.
Leadership and Direction
Communicate the actions needed to implement the function''s strategy and
business plan within the team; explain the relationship to the broader
organization''s mission, vision and values; motivate people to commit to these
and to doing extraordinary things to achieve local business goals.
Personal Capability Building
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching. Develop
and maintain an understanding of relevant technology, external regulation, and
industry best practices through ongoing education, attending conferences, and
reading specialist media.
Ensure up-to-date industry and market knowledge, as well as internal products,
processes etc.
Gain solid knowledge of competitors and continuously conduct market research.
Verbal Communication
Apply comprehensive knowledge and provide guidance and training to others to
use clear and effective verbal communications skills to express ideas, request
actions and formulate plans or policies.
Partner Management
Use comprehensive knowledge and skills and guide and train others to manage
Partner accounts in a way that provides benefits both for the organization and its
clients.
Commercial Acumen
Apply understanding of the business environment and objectives to develop
solutions and provide technical assistance when necessary.
Sales Planning and Coordination
Use comprehensive knowledge and skills and guide and train others to achieve
the best possible returns by planning and coordinating effective sales campaigns
and related initiatives.
Customer and Market Analysis
Use comprehensive knowledge and/or skills to conduct research and analyze
data while guiding and training others on how to develop a comprehensive
understanding of customer and market conditions that enables maximum return
on investments.
Planning and Organizing
Use comprehensive knowledge and skills and provide guidance and training to
others to plan, organize, prioritize and oversee activities to efficiently meet
business objectives.
Data Collection and analysis
Analyze data trends for use in reports to help guide decision making and provide
technical guidance when required.
Policy and Regulation
Work independently and provides technical guidance when required to interpret
and apply knowledge of laws, regulations and policies in area of expertise.
Compliance
Work independently and provide technical guidance when required to achieve
full compliance with applicable rules and regulations in management and/or
operations.
Action Planning
Work independently and provide technical guidance when required to develop
appropriate plans or perform necessary actions based on recommendations and
requirements.
Review and Reporting
Work independently and provide technical guidance when required to review and
create relevant, lucid and effective reports.
Policy and procedures
Work independently and provide technical guidance when required to develop,
monitor, interpret and understand policies and procedures, while making sure
they match organizational strategies and objectives.
Data Management
Work independently and provide technical guidance when required to acquire,
organize, protect and process data to fulfill business objectives.
Computer skills
Support business processes and understand and effectively use standard office
equipment and standard software packages, while providing technical guidance
as needed.
Microsoft Office Suite
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
Relevant Business Management related Degree and/or Diploma
(Advantageous); FAIS (Advantageous); RE 5 (Advantageous); Class of Business
Certification (Advantageous); STI Qualification (Advantageous)
General Experience
3- 5 years experience as a Relationship Manager or similar role (Essential);
Experience in a Financial Services Industry (Advantageous); Experience in sales
or customer service environment (Advantageous); Experience working with
customer relationship management (CRM) practices (Advantageous)
Managerial Experience
3-5 years leadership experience (Essential)
