Channel Operations Executive

**About Us**

We are proud to be a leading Partner Services Agency specialising in helping our portfolio of Global IT brands to grow and develop their business through their reseller partner networks.

We are recognised for our expertise in planning, designing, and executing sales promotions, digital marketing campaigns, sales enablement initiatives and sales incentive programmes, along with creating brand-compliant digital assets.

As we continue to expand, we are looking for an experienced Channel Operations Executive to play a key role in our continued success.

**Job Overview**

As a Channel Operations Executive at Consenna, you will play a crucial role in supporting our channel partners and ensuring the smooth operation of our customer programs. Reporting to the Channel Team Leader, you will serve as the primary point of contact for channel partners, providing assistance, guidance, and troubleshooting to address their needs and concerns. With a focus on delivering exceptional customer service and fostering strong relationships with our partners, you will help drive channel satisfaction, loyalty, and growth, ultimately contributing to the success of our business.

**Key Responsibilities**

Partner Relationship Management:

- Build and maintain positive and collaborative relationships with channel partners, including resellers, OEMs and customers of current programs.
- Serve as the main point of contact for partner inquiries, requests, and escalations, providing timely and effective resolution to ensure partner satisfaction.
- Set up initial calls with Partner Rep (Reseller Manager) and provide a full overview of the programme/incentive, assist with any questions and follow up with relevant communication (slide deck, assets, DPAs etc.,)

Book a follow up call with the Sales Team:

- Present a sales view of the programme/incentive to the Sales Team and assist with any questions. Follow up with creating logins and any relevant communication.
- Work with Partners to increase their claims by reviewing their sellout and advising on claimable orders.

Product and Sales Support:

- Assist channel partners with product enquiries, and order processing, serving as a resource for product knowledge and sales support.
- Collaborate with internal teams to address partner needs and ensure alignment with company objectives.

Training and Onboarding:

- Help coordinate training sessions and product demonstrations for channel partners to ensure they have the knowledge and skills necessary to effectively promote and sell our products.
- Facilitate onboarding and orientation processes for new partners, providing guidance on program requirements, policies, and procedures.

Channel Performance Monitoring:

- Track and analyse key performance indicators (KPIs) related to channel partner performance, including sales performance, and customer satisfaction metrics.
- Identify areas for improvement and work with internal stakeholders to implement strategies and initiatives to optimise channel performance.

Issue Resolution and Escalation:

- Address and resolve partner issues and concerns in a timely and efficient manner, escalating more complex issues to appropriate internal teams or management as needed.
- Follow up with partners to ensure that issues are resolved satisfactorily and that corrective actions are taken to prevent recurrence.

Documentation and Reporting:

- Maintain accurate records of partner interactions, including enquiries, complaints, and resolutions.
- Prepare regular reports and dashboards summarising channel performance, trends, and insights for management review and decision-making.

**Key Skills**
- Contact Centre Experience: Consistently exceed performance targets, effectively manage partner and sales team calls, Time managed and able to work to deadlines.
- Channel Management Expertise: A strong understanding of channel management, including partner recruitment, enablement, engagement, and performance management.
- Relationship Building: Excellent relationship-building skills to establish and maintain strong partnerships with channel partners, internal stakeholders, and customers.
- Customer Focus: Customer-centric mindset with a focus on understanding customer needs, preferences, and pain points to deliver solutions that drive customer satisfaction and loyalty.
- Results Orientation: Results-driven mindset with a focus on achieving measurable business outcomes, revenue targets, and partner satisfaction metrics.
- People Skills: Ability to motivate channel partners, internal teams, and stakeholders towards shared goals and objectives.
- Continuous Learning: Willingness to continuously learn and develop skills, knowledge, and expertise in channel management, technology, and business strategy.

**Remuneration Package & Benefits**
- Competitive salary commensurate with experience.
- Comprehensive benefits package including bonus and Private health care.
- Opportunities for professional development and grow