Senior Field Administrator - Publicis Groupe

About Publicis Commerce, our passionate team strives to deliver Hero Moments for our clients’ brands in the final mile of the retail customer journey.

We pride ourselves on being able to provide winning client solutions delivered across 7 core capability areas: Data & Consumer Insights; Shopper Marketing & Integrated RTM; Field Marketing; Events & Activations; Promotional, Risk, Reward & Loyalty and Retail POS Strategy.

Responsibilities

• Supervise and guide field administrators and provide administrative support
• Work closely with the Operations Manager to monitor performance metrics and ensure all operational and KPI targets are consistently met.
• Schedule appointments for multiple field representatives at schools daily.
• Verify and update school contact information.
• Efficiently plan and manage daily call schedules.
• Identify and report operational challenges.
• Generate accurate daily, weekly and monthly activity reports.
• Proactively seek new schools to expand the booking portfolio.
• Maintain detailed and accurate records of all bookings within the booking system.
• Contacting schools each day (24 hours before the Representative Visit) to solidify booking details for a designated team of Brand Representatives
• Utilise the Retail Cloud system to accurately capture and record detailed session data for every school visit
• Ensure compliance with company policies and safety standards.
• Perform ad hoc administrative duties as needed to support field projects and operational initiatives

Qualifications

• Grade 12
• Exceptional relationship-building and time management abilities with a proven track record of meeting deadlines and targets.
• Excellent verbal and written communication skills.
• Self-motivated and disciplined individual with a strong work ethic.
• Demonstrated ability to think critically, problem-solve, and adapt to challenging situations while maintaining professionalism and objectivity.
• Possession of a reliable personal smartphone.
• Proficiency in Microsoft Office.
• Ability to work effectively under pressure.
• Culturally sensitive and adaptable.

Key Performance Areas 

Relationship Management:

• Build and maintain strong professional relationships with internal and external stakeholders.
• Effectively communicate and engage relevant representatives via telephone.
• Demonstrate excellent interpersonal skills and adaptability when interacting with diverse audiences.
• Foster a strong and collaborative working relationship with your Field Administrators & allocated Brand Representatives.

Database Management:

• Maintain the accuracy and integrity of the provided databases.
• Expand the database through consistent data enrichment.
• Train and support junior staff on data entry and best practices to ensure high-quality, consistent records.

Booking Performance:

• Consistently achieve daily booking targets.
• Conduct all calls in a professional and courteous manner following the provided script/s.
• Ensure all Key Performance Indicator (KPI) targets are met by project goals and timelines, and escalate any risks or issues affecting performance

Operational Excellence:

• Meet or exceed established Key Performance Indicators (KPIs) on a daily, weekly, and monthly basis.
• Provide timely and effective responses to all inquiries and requests.
• Proactively identify opportunities to enhance client satisfaction and business growth.
• Demonstrate accountability for achieving performance objectives.
• Maintain a high level of enthusiasm and passion for the role.
• Effectively manage time and prioritise tasks to meet internal and external stakeholder expectations.
• Assist with the coordination and execution of retail promotions during school holidays and other peak periods, as required.
• Assist with the coordination and execution of retail promotions during school holidays and other peak periods, as required.

Reporting and Compliance:

• Communicate relevant information and updates to the Operations Manager promptly.
• Exercise care and responsibility for assigned company assets.
• Manage incoming inquiries through the shared booking email address.
• Submit accurate and complete daily call reports.
• Adhere to all company policies, procedures, and external regulations.
• Ensure all tracker documents are updated in line with the relevant timelines.

Professional Development:

• Demonstrate a commitment to continuous learning and improvement through the utilisation of available resources.
• Monitor and ensure the timely completion of mandatory training and development courses through the company’s internal learning systems.

Previous Work Experience 

• 2-3 years working experience in an administrative or call centre role.
• Experience in working with relevant systems.
• Strong and proven administrative skills with attention to detail and organisational efficiency
• Proven ability to thrive in fast-paced, high-pressure environments.
• Demonstrated experience working independently and proactively with minimal supervision.
• Strong track record of maintaining professional and ethical conduct.
• Proficiency in utilising business-specific online reporting tools.
• Previous call centre experience is advantageous.