JOB MISSION:
The Omnichannel Commercial Manager is responsible for developing and embedding a strong omnichannel commercial model within the Business Unit by leveraging all non-field sales channels including Tele Sales, eB2B / Super App, WhatsApp, Marketplaces, and future digital platforms.
This role ensures these channels are fully integrated with the traditional Field Sales model to deliver a seamless and customer-centric commercial experience.
The position contributes to commercial growth by:
DESCRIPTION OF THE FUNCTION:
The Omnichannel Commercial Manager acts as the commercial orchestrator of all non-field sales channels within the Business Unit.
The role bridges Commercial teams, BTS, Operations, and Group functions to ensure effective deployment, adoption, and performance of omnichannel commercial solutions.
Key purposes of the function include:
Omnichannel Commercial Strategy
Deployment of Digital Commercial Solutions
Channel Performance & Commercial Impact
Adoption & Change Management
Operational Excellence
MAIN JOB FUNCTIONS
Omnichannel Strategy & Governance
Contribute to BU omnichannel strategy definition
Support the development of the omnichannel roadmap aligned with Group priorities
Ensure alignment between omnichannel initiatives and RTM strategy
Represent the BU in omnichannel governance forums with Group teams
Deployment of Omnichannel Commercial Solutions
Co-lead deployment of new commercial channels (eB2B, telesales, WhatsApp ordering, marketplaces)
Define and structure business requirements for digital commercial solutions
Ensure coordination between Commercial, BTS, Operations and external partner
Support CRM/ SFA deployment and adoption within the Business Unit
Participate in testing, validation and continuous improvement of digital platforms
Channel Performance Management
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
Adoption & Commercial Activation
Drive adoption of omnichannel solutions among Field Sales and customers
Collect structured customer feedback and insights from the field
Support training initiatives for internal teams and external users
Coordinate digital activation campaigns, promotions and loyalty initiatives
Operational Management
Ensure operational excellence of omnichannel platforms
Coordinate internal stakeholders and external partners
Ensure integration between digital channels and traditional sales operations
Monitor service quality and customer experience across channel
EDUCATIONAL AND OTHER SPECIFIC TRAINING REQUIREMENTS:
Indicate in this section the formal education requirements as well as other specific training requirements (English, Computer literacy, etc.)
AREAS OF EXPERTISE AND YEARS OF EXPERIENCE:
Zormelo & Associates is a Management and Development Consulting firm which works with both private and public sector clients to create world class companies and institutions through advisory services in human resources management, economic and social development projects and capacity building.
