Vivo Energy is the Shell licensee in 16 countries in Africa. We are proud to offer our customers the very best of Shell’s high quality products and services – including supply reliability, technical expertise and unmatched customer service – in the countries where we operate. In doing so, we have in place industry-leading health and safety standards
Description
JOB PURPOSE
- Deliver Induction for new Retailers before they begin operating a Vivo site and meeting Vivo customers and to be able to deliver training to their staff.
- Deliver on-going training programs to Retailers across all Operating Platforms according to the agreed plan in the training calendar.
- Work with the Retail Operations Support Manager to ensure all training materials are up-to-date and ready for delivery.
- Carry out detailed training needs assessment annually for all Retailers and site Quality Marshals and use results to draw training programmes to close identified competency gaps.
- In collaboration with Territory Managers carry detailed Competency Assessment of all Retailers annually and make recommendations on Retailer development or replacement as may be appropriate.
- Deliver learning interventions to Vivo Retail staff as appropriate.
- Build a solid retailer pipeline
- Support the OSM & RSM in building TM competencies
PRINCIPAL ACCOUNTABILITIES
- Champion competence development and accreditation for Retail Sales Team, Retailers and Site Staff aimed at enhancing on overall customer satisfaction.
- Responsible for Recruitment, Induction, Training and Development of new Retailers on Vivo ways of working.
- Deliver training to existing Retailers according to the training calendar across all operating platforms.
- Responsible for the implementation of any new tools & system aimed at improving business performance
- Responsible for Retailer Performance Improvement Process (PIP), record keeping and administration.
- Ensure consistent delivery of the Shell Customer Value Proposition to our customers across the network.
- Responsible for accrediting sites to be used for Training/Inducting new Retailers
- Ensure manuals to be used for Training/Inducting new Retailers and site staff are up to-date
- Administer the training process and logistics for the learning events.
- Execute identified training interventions coming out of Site Essentials Assessment (SEA) results & Customers’ feedback from VOC.
- Identify training interventions coming out of Retailer Ranking & Classification as well as ensuring sites compliance with the group HSSE Standards.
- Deliver the implementation of any new tools & system aimed at improving business performance: such as VRPT & the Customer Champion App
Requirements
JOB KNOWLWDGE, SKILLS & EXPERTISE
- Demonstration of the aspired Enterprise First behaviours (Leadership, Accountability, Teamwork) and Vivo core values (Honesty, Integrity, Respect for People)
- Strong team working skills
- Overall understanding of Retail business
- Demonstrable competence in delivering training programs, implementing standard processes, building relationships with Vivo Retailers, delivering the service element of Retail Customer Commitment.
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