Michelle Koza Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

Accountable for driving the development and continuous improvement in operating standards, processes, and procedures within Retail and in particular Sales Operations for a USD90m C5 level turnover business generated from 210 of the total 850 sites across the network. Provide leadership, coaching and mentoring to Sales Operations to ensure successful and consistent delivery of Health, Safety, Security and Environment (HSSE), and operational and financial requirements throughout the AE retail network, including the Branded Marketers.Key Deliverables• Design and implement customer and retailer initiatives, processes, and standards to support the successful delivery of sales strategies and business plans. • Enable service delivery by implementing systems and processes to improve service in accordance with prioritised business requirements and agreed on timelines.• Ensure training and retail program execution to drive improvement and step change in respect of customer profitability, site operations, and customer experience. • Custodian of the retailer selection process and responsible for ensuring customer profitability through continuous network training and development.• Build retail team competencies across all classes of trade and all customer-facing staff at site level, and maintain oversight of the Branded Marketers, new business acquisition specialists and asset transaction specialists to implement company strategy. • Accountable for the development of Operations Excellence standards, manuals, training, and execution to ensure consistent customer experience across the entire retail network and compliance with OE/HES Corporate standards.

Bryanston

Responsible for achieving and delivering on business transformational targets. Drive process design and implement strategies across the business to ensure operational improvement. Accountable for the Retail business appointment scorecard, and the development and management of the Retailer selection policy. Operational Excellence• Manage the effective integration of cross-functional activities to ensure business professionalism.• Provide operational support for the sales team.• Manage customer setup and processes for the Retail business and partners.• Track channel performance against key operational metrics including customer satisfaction, sales force reporting, and Retailer performance.• Drive effective customer engagement and communication to ensure sustainable growth for Retail business.Compliance & Continuous Improvement Management • Oversee, manage and maintain all contracts.• Conduct critical business analyses and make recommendations for improved organisational performance. Channel Management • Ensure channel profitability, operational alignment, and future value by engaging with key government departments regulators and managing key projects.

Johannesburg Area, South Africa

Create a customer-centric and embedding sales excellence culture to ensure delivery of exceptional customer service across the largest region in South Africa, comprising Limpopo, Mpumalanga, and Northwest. Driving an enterprise-first culture in collaboration with Marketing, Non-Fuels Retail, Commercial Lubricants and Fleet Solutions Cards teams. Maintain end-to-end relationships with 120 Retailers and Multiple Site Operators (MSO) in the CO Network to ensure consistent delivery of the Shell Customer Commitment. Responsibilities• Identify gaps in all aspects of site performance (including service and people) for geographical area and mandate, provide advice and offer Shell-recommended tools, processes, and support to assist Retailers to be profitable.• Ensure the delivery of the Customer Commitment program and develop sites for the mutual benefit of both the Retailer and Shell.• Maximise all sales development potential and performance by continuously coaching and motivating of Retailers.• Manage and maintain positive Retailer relationships to encourage and maintain top-class site performance (including counselling to underperforming sites).• Deliver sales and operations targets for the CO platform within a geographical area through regular reviews and appropriate action plans.• Ensure Retailers implement all areas of the Customer Commitment program to comply with site operations and HSSE standards, contracts, and manuals.• Ensure that Retailers' uphold Shell's reputation and train their staff and understand the importance of people in delivering Customer Commitment.• Effectively implement the Territory Manager’s development road map and ensure that teams are trained and developed to manage the different challenges they deal with regularly).

South Africa

Accountable for the end-to-end operational excellence and a PMTDR budget for the national Retail Network of +-600 sites. Lead a team (2) comprising the Retail Compliance & Performance Manager and Operations Excellence Analyst. Provide support to the Retail Operations Support Manager and ensure compliance with the standards in the operating platforms and service levels.Responsibilities• End-to-end CAS Relationship owner (Customer Set Up & Amend).• Enable and support the consistent delivery of the on-site Retail proposition through high-quality CVP execution and customer-friendly sites represented by:- Service Champions who are engaged and passionate about customer satisfaction.- Partners that are business-driven motivational leaders.- Territory Managers that ensure excellence across all aspects of customer and business delivery.• Maximise business value through efficient site and business model management including:- Best practice identification, replication, and adoption.- Tight model mix, attractive partner value propositions and ease of doing business with.- Culture and practice of continuous improvement.- Implementation of IT platforms and Systems that enable frontline teams to perform efficiently• Create valued programmes that empower the frontline, embed Welcome to Shell, and flawlessly deliver across the network.• Ensure adherence to global standards and locally supported standards.• Manage the quarterly ARM reporting process to global COE.• End-to-end SPPM management for the Retail business.• Manage the Retailer competency assessment process and follow through.• Report on global and regional core KPIs.• Aggregate and report TMSR, HSSE, SEA, BEA & VOC scores and monitor site compliance with the Customer Commitment.• Manage the site staff Rewards and Recognition program.• Implement various frontline enablement programs to drive efficiency (RMSA/RFPP).• Analyse trends on KPIs and plan on actions needed to improve the performance.

South Africa

Develop and implement the Fuel's country marketing plans in line with Cluster 2018 roadmaps and global marketing programs. Support the Cluster Marketing Manager with cluster marketing plans. Lead the drive on premium and fuels acceleration management at country level by deploying all marketing mix elements by utilising brand proposition, product portfolio, and channel and promotion. Ensure all brand delivery and sector marketing plans meets the country's marketing plans and engage with the Cluster Marketing Manager, global brand and pricing managers on key portfolio and pricing strategy developments.

South Africa

South Africa

South Africa

Mcom Economics

Bcom (Hons) Business Management, Double Major Marketing & Economics

Btech Marketing & Sales Management

Diploma In Marketing & Sales Management