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About the Role

Tolo Transport is seeking a highly motivated and results-driven Merchant Growth Team Leader to lead its Merchant Reactivation and Growth Project.

The Team Leader will manage a team of Merchant Growth Agents, oversee merchant reactivation and acquisition activities, monitor performance, coach team members, and ensure project targets are achieved.

This role combines leadership, sales management, merchant relationship management, reporting, and performance coaching.

Key Responsibilities

Team Management

Supervise and support Merchant Growth Agents.
Monitor daily team activities and productivity.
Conduct daily team briefings and weekly performance reviews.
Coach and mentor team members.
Ensure agents follow project processes and standards.

Merchant Growth Management

Oversee merchant reactivation campaigns.
Oversee new merchant acquisition activities.
Monitor merchant activation progress.
Support difficult merchant negotiations and escalations.
Ensure merchant targets are achieved.

Performance Management

Monitor individual and team KPIs.
Analyze performance data and identify improvement opportunities.
Develop action plans to improve results.
Hold team members accountable for targets and performance standards.

Reporting & Analytics

Prepare daily, weekly, and monthly performance reports.
Present project progress to management.
Analyze reactivation and acquisition performance.
Track project ROI and business impact.

Approval Authority

The Team Leader is responsible for:

Approving 75% reactivation discount offers.
Reviewing merchant escalation cases.
Monitoring discount package usage.
Ensuring incentive policies are followed correctly.

Minimum Qualifications

Education

Bachelor's Degree in:

Business Administration
Marketing
Management
Economics
Accounting
Information Systems
Communications
Or related fields

Required Experience

Applicants must have at least:

2 years of supervisory or team leadership experience.

Experience in one or more of the following areas is highly preferred:

Call Center Operations
Sales Team Management
Telemarketing
Merchant Onboarding
Customer Service Management
Business Development
Logistics Operations
Ride-Hailing Operations

Required Skills

Leadership Skills

Ability to:

Lead and motivate teams.
Manage performance.
Coach team members.
Build accountability.

Communication Skills

Ability to:

Communicate professionally.
Handle escalations effectively.
Negotiate with merchants.
Present reports clearly.

Analytical Skills

Ability to:

Interpret KPI reports.
Analyze team performance.
Identify trends and opportunities.
Make data-driven decisions.

Organizational Skills

Ability to:

Manage multiple priorities.
Coordinate team activities.
Maintain reporting accuracy.
Meet deadlines consistently.

Technology Skills

Comfortable using:

CRM Systems
Google Sheets
Microsoft Excel
Reporting Dashboards
WhatsApp Business
Basic Business Software

Personal Attributes

We are looking for candidates who are:

Strong leaders
Results-oriented
Accountable
Organized
Professional
Analytical
Problem solvers
Team builders

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Merchant Growth Team Leader

Marketing

Skills And Expertise

Bole tropical mall

TECH CITY PLC