Route to Market Coordinator

JOB MISSION:

The RTM Coordinator – Import & Hybrid Markets supports the deployment, adoption, and performance of Route-to-Market and omnichannel commercial solutions across West African  Import and Hybrid markets. Reporting to the Omnichannel Commercial Manager, the role coordinates day-to-day RTM execution, digital channel activation, field sales integration, and market performance follow-up to ensure that commercial initiatives are effectively implemented and embedded in local market operations.

The position contributes to commercial growth by:

• Supporting the execution of RTM and omnichannel priorities across Import and Hybrid markets.
• Ensuring strong coordination between Commercial, Field Sales, BTS, Operations, and external partners.
• Driving customer and sales team adoption of digital and non-field sales channels.
• Monitoring market-level KPIs and escalating performance gaps for corrective action.
• Supporting a scalable, customer-centric commercial model that improves efficiency, engagement, and revenue generation.

DESCRIPTION OF THE FUNCTION:

The RTM Coordinator acts as the operational link between the Omnichannel Commercial Manager and the Import and Hybrid market teams. The role supports the translation of Business Unit commercial priorities into practical execution plans, ensuring that RTM and omnichannel initiatives are deployed consistently and adopted by field teams, customers, distributors, and partners. The role bridges Commercial teams, BTS, Operations to ensure effective deployment, adoption, and performance of omnichannel commercial solutions.

Key purposes of the function include:

RTM & Omnichannel Execution Support

• Support the implementation of the Business Unit RTM and omnichannel roadmap within Import and Hybrid markets.
• Coordinate market-level execution of digital ordering, telesales, WhatsApp ordering, marketplace, CRM/SFA, and related commercial initiatives.
• Ensure new channels are integrated with traditional field sales and distributor operations.

Market Coordination & Stakeholder Alignment

• Coordinate with Commercial, Field Sales, Operations, BTS, distributors, and external vendors to support timely delivery of initiatives.
• Provide structured market feedback to the Omnichannel Commercial Manager to inform priorities and improvements.
• Support regular governance routines by preparing updates, tracking actions, and following up on key deliverables.

Performance Tracking & Reporting

• Monitor agreed RTM and omnichannel KPIs, including customer adoption, active digital customers, sales contribution, service quality, and execution compliance.
• Prepare performance dashboards and reports for Import and Hybrid markets.
• Identify execution gaps and recommend corrective actions for review and alignment.

Adoption, Capability Building & Change Support

• Support training and onboarding of internal teams, distributors, customers, and external users on digital and RTM tools.
• Coordinate field activation campaigns, promotions, and loyalty initiatives linked to omnichannel adoption.
• Collect customer and sales team feedback to improve user experience and adoption.

Operational Excellence

• Support day-to-day operational management of RTM and omnichannel solutions in Import and Hybrid markets.
• Follow up on platform issues, service quality, data accuracy, and customer experience concerns.
• Ensure disciplined execution routines and timely escalation of risks or blockers.

MAIN JOB FUNCTIONS

RTM & Omnichannel Execution Support

Support implementation of RTM and omnichannel initiatives across Import and Hybrid markets

Coordinate deployment of digital commercial channels including eB2B, telesales, WhatsApp ordering, marketplaces, CRM/SFA and future platforms

Ensure integration of new channels with field sales and distributor operations

Market Coordination & Stakeholder Follow-up

Define omnichannel KPIs (adoption, sales contribution, engagement, service levels)

Monitor channel performance and prepare performance reporting

Identify performance gaps and define improvement initiatives

Support data-driven decision making using commercial insights

Performance Tracking & Reporting

Monitor RTM and omnichannel KPIs including adoption, sales contribution, active customers, service levels and execution compliance

Prepare regular performance dashboards, reports and market updates

Identify gaps and recommend corrective actions for review

Operational Excellence

Support day-to-day operational management of RTM and omnichannel platforms

Follow up on platform issues, service quality, data accuracy and customer experience concerns