About this role
Job Location: Africa
About the role
The Global Digital Sales Lead will oversee the end-to-end digital sales funnel and drive the achievement of sales targets across markets. The role will manage call centre teams that convert enquiries generated through digital ads, social media channels, the website, WhatsApp AI bot and consumer app into successful sales. The successful candidate will establish effective sales processes, strengthen team performance and improve conversion rates while maintaining high standards of customer experience and operational efficiency.
- 1. Digital Sales Funnel Management Oversee every stage of the sales funnel: enquiry intake, contact, qualification, product presentation, follow-up, conversion and post-sale handover. Establish enquiry-handling SLAs, call scripts and objection-handling guidelines for each stage of the sales process. Define enquiry allocation and prioritisation rules in collaboration with the CLM/CRM Lead, ensuring high-potential enquiries reach the most suitable Advisor promptly. Identify weekly conversion gaps and implement improvements through script optimisation, targeted training and follow-up processes. Monitor enquiries across all acquisition channels, including digital ads, social media, website, WhatsApp AI bot and consumer app.
- 2. Sales Performance and Target Achievement Develop and manage the digital sales plan, targets and monthly forecasts by market, product and enquiry source. Translate overall targets into measurable goals for each CC Lead, Team Lead and Advisor, monitoring progress on a daily basis. Address performance gaps through targeted offers, call campaigns and increased focus on high-converting enquiry sources. Increase deposit collection and average deal value while maintaining sales quality and customer satisfaction.
- 3. Team Management and Development Manage and develop 3 CC Leads and, through them, Team Leads and Advisors across the different markets. Oversee recruitment, onboarding and training programmes to help new Advisors achieve expected performance levels within the shortest reasonable time. Develop incentive and commission structures that recognise both conversion rates and sales quality, rather than activity levels alone. Identify and develop high-potential Team Leads who can independently manage market operations. Conduct monthly performance reviews and implement improvement plans where performance falls below expectations.
- 4. Call Centre Operations and Productivity Oversee daily operations across markets, including shift and roster planning, dialler and CRM configuration, and issue resolution. Plan workforce capacity against forecast enquiry volumes, staff availability and seasonal demand. Establish consistent operating procedures and performance standards across all regions. Implement quality assurance processes and call monitoring to maintain service standards, communication quality and regulatory compliance. Continuously improve operational efficiency by reducing the cost per enquiry handled and cost per successful sale.
- 5. Sales Quality and Customer Experience Ensure Advisors communicate product features, pricing and payment terms accurately and clearly during every customer interaction. Verify customer eligibility and payment details before completing sales to minimise cancellations. Collaborate with Credit teams to monitor initial payments and early repayment performance for digital sales. Ensure effective handovers to Sales and Customer Care teams, with appropriate follow-up and resolution of customer complaints.
- 6. Performance Reporting and Enquiry-Source Insights Maintain comprehensive weekly and monthly digital sales dashboards covering all six key result areas.
Provide feedback on enquiry quality and conversion rates by acquisition channel to Digital Marketing, Social Media Growth and Digital Channel Growth teams. Present performance updates, key findings and underlying causes of performance gaps to the Head of Digital and country management teams. Forecast Advisor staffing requirements and operational capacity against projected enquiry volumes.