Creative Activation – Job Description
Position Title:
Sony Mobile Client Service Manager
Scoping Level:
Business Unit
23
Client Service Director (Sony)
Key Objective of
this Role:
Proactively manage and oversee all aspects of the Sony Mobile field sales program
nationally, including setting the monthly strategy, set up and execution of monthly
field activities, budget management, team leadership and people management, as
well as day-to-day client service, to achieve and exceed program objectives. In
addition to the management of the program, you will also manage retail relationships
and in store activity across an assigned field territory one day per week.
Core
Competencies:
Performance Outcomes:


Leadership



Relationship
Management



Territory
Management





Reporting to:
4
Manage and lead a national (Australia and New Zealand) team of 5 full-time
Sales Executives to deliver all program objectives and requirements.
Engage with CA OD&L team for all recruitment, development, and/or
performance management requirements as part of establishing and
maintaining a ‘world class’ team.
Conduct regular WIPs and in field work-withs with team members to facilitate
performance assessment, and staff skill development in line with CA Best
People framework.
Create and maintain a PURPLE culture within the team that supports the
achievement of CA’s and Sony Mobile’s Vision and Values.
Manage all day-to-day relationships with Sony Mobile stakeholders to ensure
program strategies and objectives are delivered, any issues are addressed
quickly and all program opportunities capitalized on.
Prepare and present weekly, monthly, quarterly and annual reports to the
client to an agreed schedule.
Together with the CSD develop program enhancements and explore
additional business opportunities to exceed commercial targets.
Manage a territory of multiple retail channels within the mobile category,
providing the following key services:

Represent the Sony Mobile brand and brand values.

Educate retail staff on Sony Mobile product features and benefits,
promotional offers and pricing as these relate to each channel.

Communicate all marketing and promotional initiatives to create
excitement and awareness for Sony Mobile products.

Provide training of store and call centre staff on ranged handsets,
communicating points of difference versus competitor products to
influence sales recommendations.

Ensure compliance of merchandising standards in store across dummy and
live handsets, F&B cards, pricing, and any other directed placement.

Negotiate and execute additional POS display opportunities.

Initiate store-based out of hours channel training sessions as required.
Determine sales or display opportunities and consolidate these with opportunities
gathered from the team.
Proactively identify store priorities based on store engagement, support, and
opportunity
Consolidate and present actionable field feedback, issues and opportunities in a
timely manner.
Ensure monthly visit and reporting requirements comply with all agreed program
Service Level Agreements.
Present at Key Account state and area manager meetings on Sony Mobile
products, and seek opportunities to represent Sony at Key Account road shows
and product events.
Key Relationships
Key Performance
Indicators





Store staff, Store and Area Manager and Licensee’s within territory.
Sony Mobile Channel Marketing Managers.
CA Client Service Director.
Sony Mobile Account Director.
CA Specialists (RI, BI, OD&L).



Achievement of Sony Mobile sales target (national).
Achievement of other team and individual KPIs including:
 Call compliance
 Compliance to instore standards
 Off location presence and displays instore
 Accurate and actionable field reporting
 Timelines met for journey planning, reporting and other required deliverables
Provide up to date positive and/or constructive feedback to Sony Mobile
stakeholders on all aspects of the business that may potentially have an impact
on Sony (eg. Sales trends, Competitor information, Promotional activity, Sales
incentives, POS, etc).
Prepare monthly timeline on time and in full prior to each call cycle start date.
Ensure program reporting provides a relevant, valuable and measurable tool for
the client.
Manage program to budget.






Engaging retail in a challenger brand, with key points of difference.
Prioritising time to deliver territory results alongside national team results.
Motivating the team through peaks and dips in brand and product activity.
Proactively identify ways CA can better support Sony Mobile as a partner.
Build rapport with Sony Mobile key stakeholders.
Continuously align Sony Mobile and CA visions and goals.

Proven experience in retail sales or sales representation roles (telco or technology
products preferred).
Leadership or 2IC experience within a sales or retail environment.
Proven ability to prepare and deliver on sales or operational strategies.
High level of attention to detail and follow-through.
Proven negotiation skills, with ability to leverage positive relationships.
Mature approach to the role and its objectives
Experience in sales/retail training.
High energy, youthful profile in line with Sony Mobile brand
PC skills (Word, Excel and Power Point – min. intermediate level)
Experience in or understanding of telco (desirable)
Tertiary qualifications in a management, sales or marketing-related field
(desirable)



Key Challenges
Skills and
Qualifications
Additional
Competencies
(please refer to
Management
Competencies
document for
detail)




















Analysing and Reporting
Planning
Risk Management
Sales Acumen
Client Management
Project Management
Leading Teams and People
Communication
Leading by Example
Personal Effectiveness