BRANCH MANAGER

Job Objective: 

The Branch Manager is responsible for leading their Branch to achieve annual revenue and profitability targets through sales and the provision of service on products supplied by CAPS. This role entails full accountability for managing the entire range of customer and product offerings, ensuring outstanding customer satisfaction and operational efficiency. The Branch Manager will provide direction and leadership to all Branch staff, ensuring the alignment of operations with the company’s strategic goals.

Duties and Responsibilities:

• Lead and manage all Branch activities to achieve revenue and profitability targets.
• Provide direction, support, and leadership to the Sales and Service teams, ensuring high performance and operational excellence.
• Foster a positive and collaborative work environment, promoting teamwork and professional development.
• Develop and implement strategies to meet and exceed annual sales and profitability targets.
• Drive sales of completes and ensure high-quality service provision across all customer segments within the geographic region.
• Monitor and analyse Branch performance metrics, making data-driven decisions to optimize revenue generation.
• Ensure outstanding customer satisfaction by managing the quality and responsiveness of sales and service delivery.
• Address customer issues promptly and effectively, maintaining strong relationships with key clients.
• Conduct regular customer satisfaction surveys and implement feedback to improve service quality.
• Manage the recruitment, training, and development of Branch staff, ensuring they are equipped to meet customer needs
• Conduct performance evaluations, provide coaching, and implement development plans for team members.
• Ensure compliance with company policies and procedures, including health and safety standards.
• Manage the Branch’s operational budgets, ensuring cost-effective use of resources.
• Monitor expenses and implement measures to control costs while maintaining service quality.
• Champion safety and lead by example.
• Take a proactive approach towards health, safety, and wellbeing management.
• All hazards and risks are managed.
• Effective application of the principles of the HSEMP in a consistent manner to all aspects of their activities.
• All Incidents, injuries, near misses, dangerous occurrences, and issues of non-compliance with health, safety
• And wellbeing procedures are notified in accordance with the CAPS incident management process.
• Injury and illness are managed to provide early return to work.

Relationships:

Internal:

• Collaborate with internal departments (e.g., Marketing, Finance, HR) to support Branch operations and strategic initiatives.

External:

• Ensure outstanding customer satisfaction by managing the quality and responsiveness of sales and service delivery.
• Address customer issues promptly and effectively, maintaining strong relationships with key clients.
• Conduct regular customer satisfaction surveys and implement feedback to improve service quality
• Monitor, and report on, quality of service to customers and ensure that employees are optimising revenue opportunities
• Conduct competitor analysis, forecast customer requirements and develop Product plans that will support customer growth and retention.
• Develop targeted marketing strategies that focus on specific geographic requirements across the Branch customer base.

Qualifications, Experience, Knowledge, Skills, and Abilities:

• Proven experience in a sales and service management role, preferably within the CAPS industry.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills.
• Demonstrated ability to achieve sales targets and manage budgets
• Strong problem-solving and decision-making abilities.

Key Result Areas (linked to performance review):

• Business Acumen
• Conflict Management
• Customer Focus
• Inspiring Others