Commercial Experience Manager
JAZZ – Commercial
Last date to Apply: 13th January 2020
As one of the top employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle and continuous learning and development.
Our Team & You
To continue and change the lives of our 58 million + customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
What the first 30-60-90 days in the job will look like?
Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
Meet with the Commercial team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings with the management, with members of other teams to understand how each function at Jazz contributes to the overall success.
Understand the functionality of Commercial experience team and how your role fits into the overall strategy and function. You will learn how to serve irate customers as well as escalated cases, develop a basic system, SOP and processes knowledge
Develop in-depth understanding of Jazz philosophy and frameworks.
Within 60 days, you will:
Be responsible for activity reporting, staff motivation & schedule adherence, center ambiance and management of routine operations within the defined key performance parameters and standards.
Manage wait/service time of the entire team and keep the timelines within the assigned targets.
Remain updated on all current policies, procedures, promotions, products and value added services offered by the company
Ensure proper behavior/discipline/grooming/punctuality of the team as per the requirements and image of the company.
Motivate the team towards achievement of assigned targets and take ownership to remove roadblocks
Mentor and counsel the team members of regular basis
Provide staff training to develop and groom your direct reports
Overlook complete operations as well as administrative issues of the experience center
Be responsible for inventory management and overlook tasks assigned to the supervisor
Within 90 days to onwards you will:
Be responsible for achieving customer satisfaction in the dimensions of performance criteria i.e. customer satisfaction and mystery shopping survey, que management data analysis, Bi-monthly quizzes of staff and data posting in the Customer Relationship Management platform
Be involved in the valuation and performance appraisal of staff through scorecard
Take initiatives for process improvement and identify loop holes for increased efficiency.
Understand and implement the customer care policies & procedures in practice and spirit.
Provide feedback to the top management on important issues/problems identified by the customers to ensure customer retention, reporting statistics and analysis with recommendations for improvement
Be undertaking customer satisfaction research to identify customer’s experience of service.
A bit about you:
We are looking for someone has prior experience in a leadership role and is technically savvy with solid convincing skills for handling high profile/irate customers. We are looking for someone who has excellent communication and interpersonal skills to be able to advocate/defend what is right, even if it comes to conflict/disagreement with the management with professionalism, maturity, and a balanced, holistic view of any competing viewpoints. The applicant should be able to manage the team, foster a sense of unity and uniformity amongst the team members and regularly counsel them. We are looking for someone who is assertive and leads by example. A basic know how of inventory management and cash handling will be an added advantage.
A bit about us:
The Commercial Experience team is a sub part of the Regional Operating model lead by the Regional Business Head. The team is focused towards attainment of highest possible quality standards for customer facilitation across the Commercial Experience touch points in the South region.
The structure of the team you will join is:
You will be reporting to the Head of Commercial Experience and will be based in Karachi. You will have 10 to 15 team members who will be directly reporting to you
The two (02) main priorities of the team as a whole are:
Holding highest possible quality standards for customer facilitation
Create a culture that supports the transformation agenda by embedding values’ based behaviors in our ways of work
The two (02) specific tasks that team was working on in the last 6 months with results.
Customer retention and churn management
Initiatives to improve customer experience and decrease average service time
The three (03) must have past experiences the best candidate should have.
Stakeholder Management & Communication
Sale and Service Expertise
Essential skills must have
Customer centricity to identify and address process gaps
Communication and presentations skills to make solutions/ideas understandable for respective audience segments
Drive for results to own initiatives and continuously evolve in line with analysis and feedback
Working effectively in a pressure and high customer walk-in environment
Leadership skills backed by a managerial experience
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful. Being truthful requires us to act ethically, honestly, and with integrity.