Mulenga Chanda

Drive sales in the newly identified Health segment and NGO and implement Sales & Marketing strategy for the new line of business within the group with the following responsibilities:

• Market Research & Analysis: experience in performing market analysis, analyzing target audiences and identify key competitors, resulting in formulation of robust sales & marketing strategy
• Business Development: Strategy Development: Develop and implement growth strategies aligned with the company’s objectives. Identify new markets, customer segments, and product/service enhancements.
• Client Acquisition & Relationship Management: Generate leads, build relationships, and convert prospects into long-term clients. Maintain strong relationships with existing clients to foster loyalty and upsell/cross-sell opportunities
• Proposal & Contract Management: Prepare proposals, presentations, and pitches tailored to client needs, in the new identified markets. Assist with pricing strategies, contract negotiation, and closing deals.
• Brand and Business Positioning: Branding, positioning, communications and other marketing issues. Promote the companies brand and value proposition in a competitive marketplace. Attend networking events, conferences, and industry expos to represent the business.
• Sales Support: Work closely with sales teams to ensure seamless handover of leads and support closing efforts with strategic input.
• Advisory & Internal Collaboration: Advise management on potential growth areas and revenue streams. Collaborate with sales, marketing, product development, and customer service teams to align strategies.
• Partnership Development: Build and maintain strong relationships with partners, stakeholders, and key industry players to unlock new opportunities and collaborations. Grew Super Dealers by 106% from 173 in June 2021 to 356 in February 2023.
• Cross-functional Collaboration: Liaise with finance, and operations teams to ensure alignment on business development initiatives and client delivery.
• Reporting & Performance Monitoring: Adept at tracking and evaluating the ROI/KPI in relation to sales & marketing initiatives. Track business development activities & pipeline status
• Proposal & Contract Management

Responsibilities were to achieve growth and monetize investment for newly launched 4.5G LTE and hitting sales targets by establishing market share, and successfully managing the consumer sales team.

• Develop Sales Strategy: Led strategic planning sessions to align departmental goals with overall company vision, fostering cohesive growth strategy.
• Team Leadership and Management: Provided strong leadership to enhance team productivity and morale.
• Retail Universe & Channel Partners Engagement: Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Customer Relationship Management: Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Sales Performance Monitoring: Track team performance using KPIs. Identify areas for improvement and take corrective action.
• Collaboration and Communication: Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Learning & Development: Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Consistently met or exceeded annual performance targets set by senior leadership.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.:

Job purpose was to set up Sales & Marketing, Customer Service Departments and call center and be responsible for the launch plan into Zambian market.

• Strategy Development: Design and implement strategic sales plans to achieve company goals and market entry.
• Team Leadership: Lead and manage the sales, Marketing and Customer Service teams, set targets, and monitor performance.
• Key Account Management: Build and maintain relationships with major clients and partners.
• Revenue Generation: Drive sales growth through effective planning, forecasting, and execution.
• Market Expansion: Identify new market opportunities, channels, and partnerships.
• Digital Marketing Oversight: Manage digital channels such as websites, social media, and email marketing.
• Market Research: Analyze market trends, customer behavior, and competitor activities to inform strategies.
• Stakeholder Engagement: Maintain strong relationships with stakeholders, including customers, investors, and the community.
• Budget Management: Adept at developing and managing budgets.
• Performance Analysis: Use analytics and KPIs to measure effectiveness and make data-driven decisions.
• Collect & Analyze Feedback: Use surveys (e.g., NPS, CSAT), focus groups, reviews, and analytics to understand customer perceptions.
• Voice of the Customer (VoC): Champion the customer’s voice within the business by sharing insights and trends with internal teams.
• Root Cause Analysis: Investigate underlying causes of customer dissatisfaction and recommend actionable solutions.
• Implement CX Initiatives: Lead or support projects aimed at improving customer engagement, loyalty, and satisfaction.
• Track KPIs: Monitor key customer experience metrics (e.g., Net Promoter Score, churn rate, customer effort score).

• Responsible for identifying and driving strategic growth opportunities for the company NGO sector and Government. The role span across building relationships, expanding markets, and increasing revenue, with the following responsibilities:
• Market Expansion: Identify new market opportunities, including geographic regions, customer segments, and product lines.
• Develop Growth Strategies: Create and implement business development strategies aligned with the company’s goals.
• New Business Opportunities: Proven ability to source, evaluate, and close high-value business deals and strategic partnerships, consistently driving growth and creating new opportunities and partnerships.
• Competitive Analysis: Monitor market trends and competitors to inform strategic decisions.
• Client Acquisition: Identify and engage with potential clients and business partners.
• Relationship Management: Build and nurture long-term relationships with key stakeholders and decision-makers.
• Networking: Represent the company at industry events, conferences, and meetings to foster new business opportunities.
• Proposal Development: Oversee or contribute to pitches, bids, RFPs, and proposals.
• Sales Support: Work closely with sales teams to align efforts and convert leads into contracts.
• Mentorship: Lead and develop business development teams, setting goals and ensuring performance targets are met.
• Executive Reporting: Report to C-suite on business growth metrics, pipeline progress, and strategic opportunities.

• Responsible for MTN Zambia’s sales operations and maximizing revenue and increasing customer satisfaction. Growing profitability and market share, channel and inventory management, mentoring and coaching team.
• Develop National Sales Strategies: Craft and implement sales strategies tailored for both corporate (B2B) and consumer (B2C) markets.
• Sales Target Achievement: Set and monitor KPIs and sales targets across regions, ensuring national objectives are met or exceeded.
• Forecasting & Budgeting: Prepare accurate sales forecasts and manage national sales budgets.
• Key Account Management: Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
• Customized Solutions: Work with product and technical teams to tailor communication solutions, device bundles, and managed services to suit business needs.
• Contract Negotiation: Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
• Retail Channel Oversight: Manage direct and partner retail stores, ensuring consistent branding, pricing, and service quality.
• Distribution Strategy: Oversee nationwide distribution of devices, SIM cards, and recharge options through resellers and retailers.
• Promotions & Campaigns: Collaborate with marketing to roll out national campaigns, product launches, and sales events.
• Sales Team Leadership: Lead and mentor regional sales managers, area sales reps, and retail teams.
• Training & Development: Drive training programs to improve product knowledge, selling techniques, and customer service.
• Territory Planning: Analyze and optimize territory coverage to ensure maximum reach and efficiency.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
• Optimized sales funnel management, enhancing lead generation and conversion rates.
• Improved sales forecasting accuracy, utilizing data analytics to predict market trends and adjust sales strategies accordingly.
• Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
• Negotiated partnerships with complementary businesses, creating synergies and expanding customer base.
• Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
• Implemented systems and procedures to increase sales.
• Managed accounts to retain existing relationships and grow share of business.