Channel Support Consultant

JOB SPECIFICATION

Position Title: Channel Support Consultant

Division: Lesaka ADP

Reports To: Head of Commercial

Location: Field-based — National travel across South Africa required

Employment Type: Permanent, Full-time

Experience: 5+ years in a customer-facing / field operations role

Date: 1 July 2026

Salary: R480 000 – R540 000 CTC per annum

• COMPANY OVERVIEW

Lesaka Technologies is a South African financial technology company listed on NASDAQ (LSAK) and the JSE (LSK). The company's mission is to drive financial inclusion across Southern Africa through integrated banking and payment technologies serving merchants, consumers, and enterprise clients.

The Enterprise Division operates within the broader "One Lesaka" ecosystem — connecting upstream content providers and billers with downstream collectors, distribution networks, and financial service rails to create scalable, capital-efficient transaction ecosystems that expand access and improve economic participation.

• ROLE PURPOSE

The Channel Support Consultant is the primary day-to-day relationship owner for a defined retail group. The core mandate is to ensure that every store within the portfolio knows where to find VAS products, how to present and sell them through in-lane services, and how to process them correctly at the till point.

This is not a growth or sales role — growth is owned by the Enterprise Growth Manager. This person's job is to make sure the retailers are equipped, enabled, and supported to execute.

• KEY ACCOUNTABILITIES

3.1 Field Training & Store Activation

• Conduct regular in-store visits across assigned retail group locations nationally.
• Train store supervisors, managers, and owners on where to find VAS products within the in-lane service environment.
• Ensure store staff understand how to present, sell, and process VAS at the till point confidently and correctly.
• Develop and deliver simple, practical training sessions tailored to store-level needs and existing knowledge gaps.
• Ensure new store onboardings are completed to standard and signed off.
• Re-visit stores where execution gaps have been identified to confirm training has taken effect.

3.2 Data Review & Performance Analysis

• Review store-level VAS transaction data on a rolling 6-month basis (and shorter windows where required).
• Identify volume trends, anomalies, drop-offs, and performance gaps at store and terminal level.
• Distinguish between system/technical issues and human error — and escalate accordingly.
• Prepare clear, concise store performance summaries for manager and supervisor feedback sessions.

3.3 Error Identification & Corrective Feedback

• Investigate root causes of VAS errors (declined transactions, incorrect processing, low activation rates).
• Provide structured, constructive feedback to store management on how to correct human-error-related issues.
• Track whether corrective actions have been implemented and measure the resulting performance improvement.
• Feed recurring error patterns back to internal teams for systemic resolution.

3.4 Retailer Relationship Management & Escalations

• Serve as the dedicated point of contact for assigned retailers via email, phone, and in-person.
• Manage retailer queries, complaints, and escalations in line with agreed SLA protocols.
• Escalate unresolved technical, commercial, or operational issues to the relevant internal teams promptly.
• Maintain a log of open issues and ensure timely resolution and communication back to the retailer.
• Build trusted, long-term relationships with store-level and regional retail contacts.

3.5 Growth Manager & Internal Stakeholder Engagement

• Act as the critical feedback loop between the store floor and the Enterprise Growth Manager — this person is the eyes and ears on the ground.
• Provide the Growth Manager with structured, regular feedback on how stores are performing, what recurring issues exist, and where execution is breaking down.
• Surface retailer sentiment, competitive observations, and operational blockers that could inform commercial strategy.
• Engage with the Growth Manager at a service and account level — not just operationally — to ensure alignment on what the retail group needs vs. what is being delivered.
• Meet with the Marketing team monthly to identify in-store branding and visibility opportunities across the retail portfolio.
• Collaborate with Marketing on activations, point-of-sale material, and in-lane branding that drives VAS awareness and sell-through at till point.
• Flag stores or regions where marketing support could have the greatest impact on execution and customer awareness.

3.6 VAS Product Knowledge

• Maintain a thorough, up-to-date understanding of Lesaka's full VAS proposition — this is non-negotiable for the role.
• Airtime & Data: understand the product range, network partners, pricing tiers, and how airtime is sold and processed in-lane.
• Vouchers (e-Vouchers): understand the voucher ecosystem, redemption process, retailer responsibilities, and common processing errors.
• Electricity (Prepaid): understand the prepaid electricity purchase and dispensing process, compliance requirements, and common customer queries.
• Bill Payments: understand the bill payment categories supported, how transactions are initiated and confirmed, and retailer obligations.
• Be able to confidently explain any VAS product to a store manager, supervisor, or till operator in plain, practical language.
• Stay current on product changes, new offerings, or process updates and proactively communicate these to the retail group.

3.7 Reporting & Internal Collaboration

• Provide weekly updates on store visits, training completed, issues identified, and resolutions.

• Collaborate with internal data, operations, and commercial teams to resolve retailer issues.

• Contribute to monthly account reviews with the Head of Commercial.

• Maintain accurate visit logs, training records, and retailer interaction notes in the CRM or tracking system.

• QUALIFICATIONS & EXPERIENCE

4.1 Education

• Bachelor's degree or diploma in Commerce, Business, Marketing, or related discipline (Advantageous).
• Relevant field operations, retail management, or customer success certification (Advantageous).

4.2 Essential Experience

• 6+ years experience in a field-based customer support, account management, or retail operations role.
• Proven experience conducting training or coaching sessions with frontline retail staff.
• Comfort working with data — ability to read transaction reports, identify trends, and translate findings into plain language.
• Strong interpersonal and communication skills — able to build rapport with both store floor staff and senior retail management.
• Self-directed and disciplined — able to manage a national travel schedule with minimal supervision.
• Proficiency in Microsoft Excel / Google Sheets for basic data review.
• Valid driver's licence and willingness to travel nationally.

4.3 Advantageous Experience

• Prior experience in fintech, payments, telecommunications, or VAS / prepaid services.

• Familiarity with e-voucher, prepaid utility, airtime, or bill payment products.

• Experience using a CRM system (Salesforce, HubSpot, or similar).

• Exposure to retail group environments (franchise, independent, or chain retail).

• CORE COMPETENCIES

Retailer & Relationship Management

Ability to build trusted, lasting relationships with store-level and regional management. Comfortable navigating diverse retail environments across a national portfolio.

Training & Knowledge Transfer

Skilled at translating product and process knowledge into practical, accessible training for frontline retail staff. Patient, clear, and consistent communicator.

Analytical Thinking

Ability to review store-level data, spot patterns and an