About the Role / About the Job
This role involves tracking customer experiences across various online and offline channels, devices, and touchpoints. You will collaborate with marketing and sales teams to enhance customer services and brand awareness, aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities. Identifying customer needs and taking proactive steps to maintain positive experiences is essential.
You will analyze customer feedback on product ranges and new releases, preparing insightful reports. Achieving Enterprise NPS and BHI targets requires a focus on building customer relationships and engagement within the MELE segment to increase TOMA and consideration for the brand. Additionally, you will be responsible for coaching, motivating, developing, guiding, and driving cross-functional team members and relevant SPOCs towards target achievement and improvements. Your role will also involve positively resolving issues among cross-functional team members to focus on meeting overall objectives for the customer. A crucial aspect of this position is supporting the implementation of an effective risk management, compliance, and internal control framework within the supported function(s), ensuring risks, regulatory requirements, and controls are adequately managed in a proactive, risk-based, and disciplined manner.
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Key Accountabilities:
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with marketing and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analyzing customer feedback on product ranges and new releases, and preparing reports.
- Delivering Enterprise NPS & BHI targets through building customer relationships and engagement.
- Increasing awareness of the brand within the MELE segment by enhancing TOMA and consideration.
- Coaching, motivating, developing, guiding, and driving cross-functional team members and relevant SPOCs towards target achievement and improvements.
- Positively resolving issues among cross-functional team members to meet overall customer objectives.
- Supporting the implementation of an effective risk management, compliance, and internal control framework within the function(s) supported.
Qualifications:
- Minimum Bachelor Degree in telecom engineering, business, marketing, or equivalent (Master’s Degree preferred).
Experience:
- Minimum 7 years of experience in a Training Management post (with at least 2 years as Sales Training Manager).
- Excellent understanding of Telecommunications is preferred.
Skills:
- Fluent in English, both spoken and written.
- Excellent PC skills.
- Strong technical knowledge of the organization's products and services.
- Strong knowledge of sales processes and techniques.
- Excellent communication and interpersonal skills.
- Ability to communicate at all levels.
- Strong planning and organizing skills.
- Strong facilitator and presenter.
- Strong team player with an ability to work on own initiative.
- Strong organizational and administration skills with attention to detail.
- Strong coaching and mentoring skills.
- Excellent personal effectiveness and flexibility to handle multiple tasks proactively.
