Direct Sales Strategy and Growth:

·       Develop and execute a comprehensive direct sales strategy across internal call centres, outsourced partners, financial services campaigns, lead generation, retention and related revenue streams.

·       Deliver subscription growth through new sales, upgrades, cross‑sell, referrals, re‑contracting and retention‑led commercial initiatives.

·       Identify growth opportunities across consumer, fleet, existing customer, partner and digital lead sources.

·       Translate market, customer and performance insights into channel strategies that improve revenue, margin and customer outcomes.

·       Establish a multi‑year direct sales roadmap that aligns with Tracker’s broader commercial, digital and customer strategies.

·       Introduce structured sales forecasting, scenario planning and pipeline management to improve predictability and resource allocation.

·       Drive innovation in sales channels, including digital‑assisted selling, hybrid sales models and new commercial propositions.

Financial Services Sales Leadership:             

·       Lead financial services sales campaigns including insurance, value‑added services, add‑ons and other approved commercial propositions.

·       Ensure FAIS‑aligned sales practices, robust customer disclosures and appropriate representative productivity, licensing and competency controls.

·       Monitor persistency, quality of sale, customer outcomes, cancellation trends and risk indicators in financial services campaigns.

·       Collaborate with Product, Compliance, Finance and Operations to refine offers, pricing, campaign design and customer journeys.

·       Strengthen financial services sales capability through targeted training, coaching and competency uplift programmes.

·       Implement structured governance routines to monitor FAIS compliance, conduct risk and representative accreditation.

·       Drive continuous improvement in financial services conversion funnels, including scripting, objection handling and customer value articulation.         

Outsourced Call Centre and Vendor Management:

·       Own performance of outsourced call centre partners through clear SLAs, scorecards, governance routines and commercial agreements.

·       Manage partner performance across conversion, quality assurance, productivity, contactability, compliance and customer experience.

·       Align partner incentive structures with sustainable business outcomes, compliant conduct and quality of sale.

·       Drive consistent Tracker standards across all outsourced and internal sales interactions.

·       Conduct regular operational audits and capability assessments to ensure partner readiness, compliance and alignment to Tracker standards.

·       Strengthen vendor onboarding, contracting and performance‑review processes to ensure commercial value and operational excellence.

·       Introduce structured partner development programmes to uplift sales capability, technology utilisation and customer experience delivery.

Lead Generation and Campaign Optimisation:

·       Lead the design and execution of lead generation initiatives that support direct acquisition, cross‑sell, upsell and retention objectives.

·       Optimise lead source mix, lead quality, allocation logic, dialler strategies, scripting and conversion funnels.

·       Use campaign analytics to determine where to scale, stop, redesign or reinvest.

·       Collaborate with Marketing and Product teams to align campaigns, propositions, messaging and customer feedback loops.

·       Build a performance‑driven lead ecosystem using predictive analytics, segmentation and behavioural insights.

·       Introduce structured A/B testing, experimentation and rapid‑cycle optimisation across campaigns and scripts.

·       Strengthen governance of lead suppliers, digital partners and data providers to ensure quality, compliance and commercial value.

Retention Sales and Collections Support:

·       Lead retention‑focused sales initiatives to protect the customer base, reduce churn and improve customer lifetime value.

·       Support collections streams through customer engagement, save offers, re‑contracting opportunities and insights that improve payment recovery while preserving customer relationships.

·       Work with Collections, Finance, Customer Experience and Operations to identify segments requiring proactive retention or sales support interventions.

·       Develop targeted retention strategies for high‑risk segments using behavioural analytics, customer insights and predictive churn modelling.

·       Introduce structured save‑desk capability, including specialised agents, tailored offers and enhanced customer value articulation.

·       Strengthen collaboration with Collections to improve early‑stage delinquency management and reduce involuntary churn.

Performance Management, Analytics and Reporting          

·       Own core performance metrics including conversion rates, contact rates, revenue per agent, cost per acquisition, productivity, persistency, churn and campaign profitability.

·       Implement dashboards and management routines that provide real‑time visibility of channel, campaign, partner and agent performance.

·       Identify underperformance quickly and lead corrective actions based on data, coaching, process changes or commercial changes.

·       Establish a data‑driven performance culture through structured insights, coaching frameworks and continuous improvement routines.

·       Introduce predictive analytics and early‑warning indicators to proactively manage risk, performance dips and emerging trends.

·       Strengthen reporting accuracy, governance and automation to improve decision‑making and reduce manual effort.

Compliance, Risk and Governance:

·       Ensure sales activities comply with applicable FAIS, POPIA, CPA and internal governance requirements.

·       Embed quality assurance, call monitoring, documentation and audit‑ready sales processes.

·       Actively manage complaints, conduct risk, mis‑selling risk and regulatory findings across internal and outsourced channels.

·       Strengthen compliance training, competency uplift and behavioural reinforcement across all sales teams and partners.

·       Implement structured conduct‑risk dashboards, monitoring routines and escalation processes.

·       Lead remediation initiatives following regulatory findings, audits or compliance breaches to ensure sustainable corrective action.

People Leadership:

·       Ensure that the Installation Support team delivers in accordance with the Tracker Values

·       Drive the improvement of the Tracker Culture within the team, particularly on management style, communication, customer service excellence and quality

·       Attract and retain talent for Installation Support

·       Forecast staffing needs based on call volumes and service levels.

·       Manage shift schedules and standby Rosters to ensure coverage and reduce burnout.

·       Align headcount with workload (e.g. Testing call volumes and reconciliation support tasks).

·       Crosstrain staff to improve flexibility and responsiveness.

·       Monitor KPIs (e.g. average handling time, first call resolution, customer satisfaction).

·       Conduct regular coaching and feedback sessions

·       Track turnaround times, accuracy, and compliance in administrative processes.

·       Implement continuous improvement initiatives.

·       Develop career paths for agents (e.g. senior agent, team leader).

·       Recognize top performers and foster a culture of accountability

·       Upskill staff in systems, compliance, and stakeholder engagement.

·       Promote ownership and initiative in problem-solving.

·       Foster a service-oriented, high-performance culture.

·       Ensure clear communication of goals, priorities, and changes.

·       Facilitate team huddles, feedback forums, and recognition programmes.

Financial Management:

·       Oversee and report back to the executive layer on all Management Account matters regarding the Tablet procurement and Installation Report books

·       Closely manage and analyse the daily operational Management of the tablet data costs and address any variances proactively

·       Prepare OPEX and CAPEX budgets on behalf of the Installation Support for executive review

·       Strategic planning and development of departmental annual budgets that align with the strategic objectives of the Financial Services department.

·       Tactical planning and execution of applicable cost-reduction initiatives

·       Development of best practices to achieve departmental financial goals

·       Responsible for determining and implementing relevant best practices to create efficiencies in every process

·       Manage monthly expenses and investigate all excessive costs to drive budget compliance

·       Manage Overtime costs

·       Manage and ensure accountability for wastage, theft and non-compliance

·       Supports executive decision-making and financial planning.

Please note, should you not be contacted within 4 weeks, consider your application unsuccessful.