Account Manager – Smartphones

Role Overview

The Account Manager – Smartphones leads the growth and performance of Tugende’s smartphone portfolio. The role manages the customer and sales lifecycle, including agent recruitment, customer acquisition and vetting, financing disbursement, portfolio monitoring, repayment follow-up, after-sales service and customer retention.

Key Responsibilities

Smartphone Sales and Business Growth

• Drive monthly and annual smartphone sales and revenue targets.
• Develop strategies to grow sales across smartphone brands and models, and identify opportunities for customer acquisition, cross-selling and retention.
• Monitor sales results and take corrective action to improve performance.

Agent Recruitment and Management

• Recruit, train, onboard and manage smartphone sales agents in collaboration with merchants.
• Build a productive agent network, set productivity targets and support agents in achieving them.
• Conduct regular agent visits and meetings, and ensure agents have appropriate branding, sales materials and support.

Customer Acquisition, Vetting and Disbursement

• Market Tugende smartphone products and services to prospective customers and vet applicants in line with the Credit Policy.
• Capture accurate customer information in the CRM and verify required documentation and eligibility before approval.
• Explain loan agreements, payment terms, customer responsibilities, approved payment channels and Tugende’s No-Cash Policy.
• Ensure customers sign required documents, complete training and receive the necessary onboarding before disbursement.

Portfolio Management and Repayments

• Monitor portfolio performance, follow up overdue accounts through calls and field visits, and maintain accurate records of customer contact.
• Meet smartphone quality-of-sale and repayment targets and initiate recovery actions for default accounts in line with company policy.
• Maintain customer agreements and supporting records accurately.

After-Sales Service and Channel Growth

• Coordinate responses to customer complaints, warranty matters, technical issues, and reports of stolen or damaged devices.
• Maintain customer relationships and identify opportunities for repeat business and additional products.
• Work with Marketing on local smartphone sales and brand activations; support localized sales activities, campaigns and agent incentives.
• Maintain appropriate stock levels in accordance with established guidelines.

Records and Compliance

• Keep customer, agent and sales records accurate and up to date, and document interactions in the relevant systems.
• Follow Tugende policies, procedures and loan terms.

Qualifications and Experience

• Diploma or equivalent qualification in Business or a related field.
• At least one year of experience in sales, microfinance, consumer finance or a related field; smartphone or device financing experience is preferred.
• Demonstrated ability to drive sales and manage a sales or agent network.
• Strong interpersonal, communication and relationship-management skills.
• Integrity, accountability, transparency, dependability and the ability to work independently and as part of a team.
• Motorcycle riding is an added advantage.