Contact Centre Executive

DataFin Recruitment; Cape Town; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading Cloud Solutions company in Cape Town is seeking a dynamic CCaaS Executive to lead revenue strategies and manage the regional revenue team. The ideal candidate will have over 10 years of experience in revenue management, specifically within the CCaaS and CX sectors. Strong leadership, communication, and negotiation skills are essential. This role offers a unique opportunity to develop innovative revenue strategies in a fast-paced tech environment.

Qualifications

• Proven track record in revenue management (10+ years).
• Demonstrated experience in CCaaS revenue and understanding of platforms.
• Experience in leading specialist revenue teams and national initiatives.

Responsibilities

• Develop and execute revenue strategy for CCaaS portfolio.
• Manage regional revenue team to achieve targets.
• Ensure timely and accurate reporting of revenue performance.

Skills

Leadership

Communication

Negotiation

Analytical Mindset

Education

Tertiary qualification or equivalent experience

Tools

CRM tools

Google Workspace

Job description

ENVIRONMENT

A leading Cloud Solutions company is on the hunt for a dynamic CCaaS Executive to develop and maintain a deep understanding of the group’s business, products and services, value proposition and market positioning, with specific expertise in the CCaaS and broader CX technology landscape.

DUTIES

Revenue acquisition and retention:

• Develop and maintain a deep understanding of the group’s business, products and services, value proposition and market positioning, with specific expertise in the CCaaS and broader CX technology landscape.
• Understand the regional market to ensure strategic and tactical insight into the competitive and opportunity landscape.
• Develop and execute a revenue strategy for the CCaaS portfolio in collaboration with the CCaaS Specialist Team and National Head of Sales.
• Develop tactical revenue plans with the regional team and drive the implementation and achievement of these plans through to the accomplishment of individual and regional targets.
• Contribute to the UCaaS revenue strategy and execution
• Leadership of the national CCaaS Specialisation and Regional Revenue Team to retain and grow revenue and achieve targets as agreed upon from time to time.
• Supporting the successful resolution of escalated matters relating to revenue acquisition and retention.
• Ensuring the achievement of CCaaS and Western Cape regional revenue targets.
• Ensure reporting in the area of responsibility is timely, accurate and provides the required insights.
• Reviewing and facilitating the approval of commission reports prior to payment.
• Managing the revenue retention responsibility between the Business Development team and Customer Experience teams.

Leadership & Development:

• Participating as a member of the National Revenue Leadership Team and the Regional Leadership Team to ensure the company’s objectives are furthered.
• Developing and maintaining key relationships with: ? Customers and potential new customers to support the acquisition and retention of business
• Cross-functional relationships, ensuring efficient and effective interdepartmental relationships and delivery.
• Lead by example with confidence, passion and determination.
• Inspire, lead and manage the team (Regional & CCaaS Specialist Team): ? Participate in departmental planning and execution.
• Responsible for the day-to-day management of the revenue team ensuring service levels are met, e.g.: Recruitment, orientation and allocation of resources, Managing of performance levels including disciplinary and remedial management if required, Administration (contracts, leave, expense claims etc.)
• Career management of the team including Formal performance reviews, Personal training and development plans, Career

REQUIREMENTS

• Relevant tertiary qualification or equivalent experience essential.
• Proven track record in revenue (10+ years) and revenue management (3+ years).
• A deep understanding of the SA tech industry, specifically within the Contact Center, Cloud Communications, and Customer Experience (CX) sectors.
• Demonstrated experience in CCaaS (Contact Center as a Service) revenue, including a strong technical and commercial understanding of CCaaS platforms and their value to enterprise clients.
• Experience in leading specialist revenue teams and driving national revenue initiatives.
• Strong general business acumen including:
• Business Development
• Customer relationship management
• Commercial

ATTRIBUTES

• Digital Proficiency. Demonstrated ability to master and utilize revenue enablement tools (CRM, forecasting), Google Workspace apps (Docs, Sheets, Slides, etc.), and have a comprehensive understanding of technical landscape (CCaaS/Cloud and other).
• Self-motivated, energetic, optimistic and confident. Possesses the intrinsic motivation, energy, and confidence to proactively pursue targets, overcome setbacks, and maintain a positive outlook.
• Exceptional interpersonal skills. Ability to build and maintain trust-based relationships with customers, partners, and internal stakeholders at all levels.
• Excellent communication skills. Ability to articulate complex concepts clearly and persuasively, both verbally and in writing, to diverse audiences.
• Presentation Skills. Presence & Public Speaking. Deliver high-impact presentations and pitches to varied audiences, effectively conveying value and generating excitement.
• Negotiation skills. Proven ability to negotiate complex commercial terms to achieve mutually beneficial outcomes and close high-value enterprise deals.
• Impeccable integrity. Consistently adhere to high ethical standards in all business dealings, fostering trust with customers and colleagues.
• Team player. Contribute positively to a collaborative environment, sharing knowledge and working effectively across regional and national teams to achieve collective goals.
• Analytical Mindset: Capacity to interpret revenue performance data, forecasts, and reports to identify trends, diagnose issues, and make data-driven decisions.
• Change Leadership. Skill in guiding teams through new initiatives, technology shifts, and process improvements inherent in a dynamic tech environment.
• Take ownership of results and commitments, ensuring follow-through on all delegated tasks.