SECTION 1 — ROLE OVERVIEW

1.1 Who is the State Manager?

The State Manager oversees all OVMPS operations within a specific Nigerian state, serving as the direct link between:

• The General Manager (HQ)
• Vendors within the state
• Logistic agents operating locally
• State-level affiliates
• Any assigned state staff (CSR, editors, QC officers, etc.)

The State Manager ensures operational excellence, policy compliance, smooth delivery processes, and marketplace growth within the assigned state.

SECTION 2 — CORE RESPONSIBILITIES (Real-Life Duties)

2.1 Vendor Management in the State

• Assist vendors during onboarding and guide them through dashboard usage
• Verify vendor locations (physically or digitally)
• Ensure vendors follow OVMPS product listing and quality policies
• Monitor vendor order handling and delivery behavior
• Educate vendors on refunds, returns, and delivery expectations
• Report vendor misconduct to the General Manager
• Help vendors resolve common issues before escalation

2.2 Delivery & Logistics Coordination

• Work closely with state logistics partners
• Track intra-state deliveries (same-day or 1–3 working days depending on time of order)
• Track inter-state deliveries (7–14 working days)
• Manage return pickups and ensure correct routing
• Resolve failed deliveries and communicate with both logistics agents & vendors
• Report logistic delays, damages, or fraudulent complaints to HQ

2.3 Sales, Growth & Vendor Acquisition

• Increase active vendors within the state
• Support affiliates in acquiring new vendors
• Identify business clusters, markets, and SMEs for outreach
• Organize or assist in local marketing campaigns and product activation drives
• Push for premium vendor upgrades where necessary
• Submit weekly growth reports to the General Manager

2.4 Refund & Return Handling in the State

• Validate returned product condition
• Work with the QC Officer to verify authenticity of complaints
• Ensure vendors collect returned items promptly
• Assist customers in understanding the return process
• Report suspicious or fraudulent activities immediately

2.5 Affiliate Coordination

• Train and support state-level affiliates
• Ensure affiliates understand vendor recruitment guidelines
• Prevent affiliate misconduct (overpromising, misleading information)
• Help affiliates track commissions from vendor sign-ups and customer orders
• Provide weekly affiliate performance reports to HQ

2.6 Staff Training on State Level

Staff include:

• Customer Service Representative (CSR)
• Quantity Control (QC) Officer
• Editors
• Logistics team
• Marketing staff

Training covers:

• Policy updates
• Customer communication
• Product approval rules
• Refund procedures
• Security & fraud checks

2.7 Reporting Responsibilities

Daily Reports

• Delivery status updates
• Vendor complaints or issues
• Logistics challenges

Weekly Reports

• Vendor onboarding progress
• Sales & operational growth
• Affiliate performance
• Market observations
• Policy violations or high-risk vendors

Monthly Reports

• Full state performance summary
• Vendor activity analysis
• Logistics performance review
• Suggestions for improvement
• Local market trends and opportunities

SECTION 3 — OVMPS DASHBOARD RESPONSIBILITIES (System Tasks)

State Managers will primarily use the Editor Dashboard, but with special permissions.

Key Dashboard Actions They Must Perform

• Review vendor activities from the “Store Vendors” section
• Monitor orders from their assigned state
• Track refunds and coordinate field verification
• Review product compliance
• Check reports (sales, orders, refunds)
• Use Articles/Announcements only for official updates
• Assist vendors with dashboard navigation
• Report technical issues to IT Support

Actions the State Manager MUST NOT Perform

❌ Cannot upgrade or downgrade vendor membership
❌ Cannot change vendor bank details
❌ Cannot approve refunds without QC confirmation
❌ Cannot modify website structure, settings, or design
❌ Cannot process vendor payouts (Escrow handles it)
❌ Cannot add or remove staff without HQ approval

SECTION 4 — REQUIRED SKILLS

• Strong communication & negotiation skills
• Vendor relations and field operations experience
• Basic understanding of OVMPS editor’s dashboard
• Logistics coordination
• Report writing and documentation
• Leadership and team supervision
• Conflict resolution and problem solving
• Good understanding of OVMPS policies

SECTION 5 — KEY PERFORMANCE INDICATORS (KPIs)

• Number of new vendors onboarded monthly
• Delivery success rate for the state
• Refund/return resolution time
• Vendor activity and compliance
• Growth of marketplace usage within the state
• Affiliate performance and vendor recruitment numbers
• Customer satisfaction based on ticket resolutions
• Quality of state-level reports

SECTION 6 — TOOLS & RESOURCES THEY USE

• Editor Dashboard (OVMPS/WCFM)
• WhatsApp Vendor Groups
• Logistics Agent Channels
• Email: Official communication with HQ
• State Vendor Records & Onboarding Data
• SOPs for refunds, deliveries & verification
• Affiliate management tools
• Vendor Management Personnel (if assigned)