Head of Direct Sales

Tracker South Africa; Randburg; On-site; ZAR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Medical Aid

Job summary

Tracker South Africa seeks a Head of Direct Sales to shape and drive growth across internal and outsourced call centres, financial services campaigns and retention initiatives. You will lead strategy, forecasting, and governance to maximise customer value, while ensuring compliant sales practices across all channels.

The role requires deep expertise in sales leadership, financial services distribution, and data‑driven commercial management to deliver sustainable revenue growth in a high‑volume

Qualifications

• Essential: National Diploma in Business Management, Marketing, Commerce or a related field. NQF 6.
• Essential: FAIS-compliant with relevant insurance credits where required for the product environment.
• Desirable: Bachelor’s degree in business management, Marketing, Commerce or a related field will be advantageous. NQF 7.

Responsibilities

• Shape and execute Tracker’s direct sales growth agenda across internal and outsourced call centres, financial services sales, lead generation ecosystems, retention‑focused commercial interventions and selected collections support streams.
• Provide strategic leadership, commercial insight and disciplined sales execution to accelerate customer acquisition, strengthen channel performance, enhance compliant sales practices and maximise customer lifetime value.
• Develop and execute a comprehensive direct sales strategy across internal call centres, outsourced partners, financial services campaigns, lead generation, retention and related revenue streams.
• Deliver subscription growth through new sales, upgrades, cross‑sell, referrals, re‑contracting and retention‑led commercial initiatives.
• Identify growth opportunities across consumer, fleet, existing customer, partner and digital lead sources.
• Establish a multi‑year direct sales roadmap that aligns with Tracker’s broader commercial, digital and customer strategies.
• Lead governance and forecasting routines, including structured sales forecasting, scenario planning and pipeline management.
• Drive innovation in sales channels, including digital‑assisted selling, hybrid sales models and new commercial propositions.
• Lead financial services sales campaigns including insurance, value‑added services, add‑ons and other approved commercial propositions.
• Ensure FAIS‑aligned sales practices, robust customer disclosures and appropriate representative productivity, licensing and competency controls.
• Monitor persistency, quality of sale, customer outcomes, cancellation trends and risk indicators in financial services campaigns.
• Collaborate with Product, Compliance, Finance and Operations to refine offers, pricing, campaign design and customer journeys.
• Strengthen financial services sales capability through targeted training, coaching and competency uplift programmes.
• Implement structured governance routines to monitor FAIS compliance, conduct risk and representative accreditation.
• Drive continuous improvement in financial services conversion funnels, including scripting, objection handling and customer value articulation.
• Own performance management for outsourced call centre partners through SLAs, scorecards and governance routines.

Job description

The Head of Direct Sales is responsible for shaping and executing Tracker’s direct sales growth agenda across internal and outsourced call centres, financial services sales, lead generation ecosystems, retention‑focused commercial interventions and selected collections support streams. The role provides strategic leadership, commercial insight and disciplined sales execution to accelerate customer acquisition, strengthen channel performance, enhance compliant sales practices and maximise customer lifetime value. The incumbent must bring deep expertise in sales leadership, financial services distribution, contact centre optimisation and data‑driven commercial management to ensure Tracker achieves sustainable, high‑quality revenue growth.

Direct Sales Strategy and Growth:

• Develop and execute a comprehensive direct sales strategy across internal call centres, outsourced partners, financial services campaigns, lead generation, retention and related revenue streams.
• Deliver subscription growth through new sales, upgrades, cross‑sell, referrals, re‑contracting and retention‑led commercial initiatives.
• Identify growth opportunities across consumer, fleet, existing customer, partner and digital lead sources.
• Translate market, customer and performance insights into channel strategies that improve revenue, margin and customer outcomes.
• Establish a multi‑year direct sales roadmap that aligns with Tracker’s broader commercial, digital and customer strategies.
• Introduce structured sales forecasting, scenario planning and pipeline management to improve predictability and resource allocation.
• Drive innovation in sales channels, including digital‑assisted selling, hybrid sales models and new commercial propositions.
• Lead financial services sales campaigns including insurance, value‑added services, add‑ons and other approved commercial propositions.
• Ensure FAIS‑aligned sales practices, robust customer disclosures and appropriate representative productivity, licensing and competency controls.
• Monitor persistency, quality of sale, customer outcomes, cancellation trends and risk indicators in financial services campaigns.
• Collaborate with Product, Compliance, Finance and Operations to refine offers, pricing, campaign design and customer journeys.
• Strengthen financial services sales capability through targeted training, coaching and competency uplift programmes.
• Implement structured governance routines to monitor FAIS compliance, conduct risk and representative accreditation.
• Drive continuous improvement in financial services conversion funnels, including scripting, objection handling and customer value articulation.

Outsourced Call Centre and Vendor Management:

• Own performance of outsourced call centre partners through clear SLAs, scorecards, governance routines and commercial agreements.
• Manage partner performance across conversion, quality assurance, productivity, contractability, compliance and customer experience.
• Align partner incentive structures with sustainable business outcomes, compliant conduct and quality of sale.
• Drive consistent Tracker standards across all outsourced and internal sales interactions.
• Conduct regular operational audits and capability assessments to ensure partner readiness, compliance and alignment to Tracker standards.
• Strengthen vendor onboarding, contracting and performance‑review processes to ensure commercial value and operational excellence.
• Introduce structured partner development programmes to uplift sales capability, technology utilisation and customer experience delivery.

Lead Generation and Campaign Optimisation:

• Lead the design and execution of lead generation initiatives that support direct acquisition, cross‑sell, upsell and retention objectives.
• Optimise lead source mix, lead quality, allocation logic, dialler strategies, scripting and conversion funnels.
• Use campaign analytics to determine where to scale, stop, redesign or reinvest.
• Collaborate with Marketing and Product teams to align campaigns, propositions, messaging and customer feedback loops.
• Build a performance‑driven lead ecosystem using predictive analytics, segmentation and behavioural insights.
• Introduce structured A/B testing, experimentation and rapid‑cycle optimisation across campaigns and scripts.
• Strengthen governance of lead suppliers, digital partners and data providers to ensure quality, compliance and commercial value.

Retention Sales and Collections Support:

• Lead retention‑focused sales initiatives to protect the customer base, reduce churn and improve customer lifetime value.
• Support collections streams through customer engagement, save offers, re‑contracting opportunities and insights that improve payment recovery while preserving customer relationships.
• Work with Collections, Finance, Customer Experience and Operations to identify segments requiring proactive retention or sales support interventions.
• Develop targeted retention strategies for high‑risk segments using behavioural analytics, customer insights and predictive churn modelling.
• Introduce structured save‑desk capability, including specialised agents, tailored offers and enhanced customer value articulation.
• Strengthen collaboration with Collections to improve early‑stage delinquency management and reduce involuntary churn.

Performance Management, Analytics and Reporting

• Own core performance metrics including conversion rates, contact rates, revenue per agent, cost per acquisition, productivity, persistency, churn and campaign profitability.
• Implement dashboards and management routines that provide real‑time visibility of channel, campaign, partner and agent performance.
• Identify underperformance quickly and lead corrective actions based on data, coaching, process changes or commercial changes.
• Establish a data‑driven performance culture through structured insights, coaching frameworks and continuous improvement routines.
• Introduce predictive analytics and early‑warning indicators to proactively manage risk, performance dips and emerging trends.
• Strengthen reporting accuracy, governance and automation to improve decision‑making and reduce manual effort.

Compliance, Risk and Governance:

• Ensure sales activities comply with applicable FAIS, POPIA, CPA and internal governance requirements.
• Embed quality assurance, call monitoring, documentation and audit‑ready sales processes.
• Actively manage complaints, conduct risk, mis‑selling risk and regulatory findings across internal and outsourced channels.
• Strengthen compliance training, competency uplift and behavioural reinforcement across all sales teams and partners.
• Implement structured conduct‑risk dashboards, monitoring routines and escalation processes.
• Lead remediation initiatives following regulatory findings, audits or compliance breaches to ensure sustainable corrective action.
• Ensure that the Installation Support team delivers in accordance with the Tracker Values
• Drive the improvement of the Tracker Culture within the team, particularly on management style, communication, customer service excellence and quality
• Attract and retain talent for Installation Support
• Forecast staffing needs based on call volumes and service levels.
• Manage shift schedules and standby Rosters to ensure coverage and reduce burnout.
• Align headcount with workload (e.g. Testing call volumes and reconciliation support tasks).
• Crosstrain staff to improve flexibility and responsiveness.
• Monitor KPIs (e.g. average handling time, first call resolution, customer satisfaction).
• Conduct regular coaching and feedback sessions
• Track turnaround times, accuracy, and compliance in administrative processes.
• Develop career paths for agents (e.g. senior agent, team leader).
• Recognize top performers and foster a culture of accountability
• Upskill staff in systems, compliance, and stakeholder engagement.
• Promote ownership and initiative in problem-solving.
• Foster a service‑oriented, high‑performance culture.
• Ensure clear communication of goals, priorities, and changes.
• Facilitate team huddles, feedback forums, and recognition programmes.
• Oversee and report back to the executive layer on all Management Account matters regarding the Tablet procurement and Installation Report books
• Closely manage and analyse the daily operational Management of the tablet data costs and address any variances proactively
• Prepare OPEX and CAPEX budgets on behalf of the Installation Support for executive review
• Strategic planning and development of departmental annual budgets that align with the strategic objectives of the Financial Services department.
• Tactical planning and execution of applicable cost‑reduction initiatives
• Development of best practices to achieve departmental financial goals
• Responsible for determining and implementing relevant best practices to create efficiencies in every process
• Manage monthly expenses and investigate all excessive costs to drive budget compliance
• Manage and ensure accountability for wastage, theft and non‑compliance
• Supports executive decision‑making and financial planning.

Qualifications:

• Essential: National Diploma in Business Management, Marketing, Commerce or a related field. NQF 6.
• Essential: FAIS-compliant with relevant insurance credits where required for the product environment.
• Desirable: Bachelor’s degree in business management, Marketing, Commerce or a related field will be advantageous. NQF 7.

Experience:

• Essential: At least 10 years’ total experience, including at least 5 years in call centre, direct sales or financial services sales leadership.
• Essential: Proven track record delivering revenue growth in a high‑volume direct sale, contact centre or outsourced partner environment.
• Desirable: Experience in insurance, financial services, telematics, subscription‑based products or technology environments advantageous.
• Strategic leadership
• Creative thinking and initiative
• Empathy, influence, and strong interpersonal skills
• Assertiveness and conflict resolution
• Persistence and resilience under pressure
• Coordination and resource management (financial, personnel, operational)
• Monitoring, evaluation, and accountability for success
• Analysis and insight generation
• Critical thinking and complex problem‑solving
• Judgment and sound decision‑making
• Effective speaking and information delivery
• Social perceptiveness (awareness of others’ needs and reactions)
• Medical Aid