PhonePe - State Head/Cluster Head/Zonal Manager - Sales

Job Objective:

The Zonal Manager will lead the SSRKAM team to drive PhonePe acceptance among offline merchants across urban and rural markets. This role is essential for building a robust merchant base and fostering strong relationships. The incumbent will leverage insights from merchant and customer behaviour, along with performance data, to refine regional strategies and suggest product/process innovations. The Zonal Manager will be responsible for establishing and guiding a high-performing team to achieve acquisition and quality targets efficiently.

Reporting Matrix:

Reports To: Divisional Manager

Direct Reports: 8 Cluster Managers

Indirect Reports: Each Cluster Manager oversees a team of 14 Premium Account Executives and Business Development Executives.

Responsibilities:

Business Growth:

- Drive market share and distribution growth for EDC devices within the assigned zone.

- Identify, engage, and develop strategic partners (DSAs) to enhance business operations.

- Analyse performance data and market dynamics to identify improvement opportunities, initiating local projects to test hypotheses and propose actionable solutions.

- Develop localized plans based on market size assessments, implementing effective distribution models tailored to the zone.

- Conduct competitive analysis to adapt strategies in response to local market dynamics.

- Establish benchmarks and share best practices by comparing performance across territories.

- Communicate plans and targets clearly to the team to minimize discrepancies between expectations and outcomes.

Stakeholder Management:

- Address merchant escalations effectively, collaborating with internal stakeholders for timely resolutions.

- Partner with cross-functional teams (Marketing, Sales Capability, HR) to identify and close process gaps, equipping the team with necessary resources and support.

- Implement metrics and establish review mechanisms to track progress and performance with stakeholders.

People Management:

- Drive recruitment efforts for Cluster Managers to ensure full staffing across the zone.

- Facilitate onboarding processes for new team members, ensuring alignment with PhonePe's operational standards.

- Participate in performance appraisal discussions, providing insights and feedback to support team development.

- Coach Cluster Managers regularly to enhance their management capabilities and improve team performance.

- Proactively address reasons for attrition to improve retention and engagement.

- Promote team recognition and engagement initiatives.

Quality Management:

- Monitor key performance indicators to identify gaps and implement corrective actions.

- Ensure adherence to compliance standards and operational excellence across the zone.

Requirements:

Education: MBA from a Tier 1 institution with a strong academic record.

Experience: 4-7 years in sales, distribution, or business development, with proven experience managing large teams.

Skills:

- Excellent interpersonal skills for effective on-ground management.

- Familiarity with startup environments is a plus.

- Strong problem-solving abilities and a results-oriented approach.

- High ethical standards and discretion in customer interactions.

Competencies Required:

Influencing/Building Consensus:

- Ability to advocate for change and create compelling narratives for initiatives.

- Openness to input from others, fostering a collaborative environment.

Execution Rigor:

- Skilled at defining execution paths, managing timelines, and prioritizing tasks effectively.

- Proactive in identifying and addressing operational bottlenecks.

Problem Solving/Managing Ambiguity:

- Capable of clearly defining problem scopes and generating innovative solutions.

- Adaptable to changes and complexities in the market landscape.

Customer Centricity:

- Focused on understanding and addressing customer needs effectively.

- Continuously seeks feedback to enhance service offerings and customer experience.