The key responsibility is to drive the MELE customer experience strategy, lifecycle to achieve CEX targets across post-paid/prepaid and fixed portfolio.
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. as well as 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, as well as preparing reports.
- Deliver Enterprise NPS & BHI targets through focusing on building customer relationship and engagement with du.
- Responsible for creating awareness of du within the MELE segment by increasing TOMA & Consideration.
- Coach, motivate, develop, guide and drive cross functional team members and relevant SPOCs towards target achievement and improvements.
- Positively resolve issues among the cross functional team members to focus on meeting overall objective for the customer.
- The job purpose is to support the implementation of an effective risk management, compliance and internal control framework within the function(s) supported to ensure risks, regulatory requirements and controls are being managed appropriately in a proactive, risk based and disciplined manner.
.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 (out of which at least 2 years as Sales Training Manager)
- Excellent understanding of Telecommunications is preferred
