Manager – Post Launch Operation

Job description / Role

Principal Functions (Major Areas of Responsibility):

Work in conjunction with the Sales and Sales planning, SMB segment marketing team, IT and Engineering teams to deliver and manage SMB propositions and bundles to the market.

This position is responsible for engagements with Business Care to review post sales processes and customer experience issues, review service provisioning concerns and review competitive offerings in the market for devices and software. The Key deliverables include:

• Regular review and reporting of sales performance and provisioning of services by SMB subscribers to achieve revenue and growth targets/budgets.
• Review of customer experience benchmarks and TRIM scores and ensure that processes are optimized and implemented to improve customer experience.
• Manage Relationships with various vendors and service providers, review vendor products and pricing to ensure offerings to Etisalat are competitive.
• Manage Monthly vendor invoicing and payments for bundled Devices and software.
• Review Sales channel activity to monitor quality of acquisition, fraud control and customer churn.
• Work with Product Propositions teams to roll-out products/services in line with experience expectations, and recommend and follow through on product feature or process enhancements during the lifetime of the product in coordination with Product Development, Engineering and IT.
• Ensure integrated Service management strategy for SMBs products are being met and coordinate review Service management teams performance.

Duties & Responsibilities:

• Responsible for developing roadmap, business plans and marketing strategies to offer Bundled services to SMB Customers in UAE
• Work with various cross functional teams to oversee the implementation of the Service Management process
• Define Service provisioning Processes and customer service procedures related to SMB Service Management
• Work with Product Owners to incorporate Managed Service process in new product launches as well as migration of existing customers
• Define service level agreements with third party vendors, and managing contracts throughout the lifecycle
• Define operational agreements (OLAs) with various other teams for maximum customer satisfaction
• Present results to internal customers in ways which can generate actionable recommendations
• Regular reporting and presentation of sales performance and provisioning performance of services to management to review achievement of sales targets and revenue targets/budgets.
• Regular reporting of customer experience benchmarks related to service provisioning, in service experience and overall SMB customer TRIM scores.
• Manage vendor relationships and review partner / vendor pricing for devices and SaaS software to ensure costs to Etisalat are competitive and in line with budgets.
• Manage vendor invoicing and payments for bundled Devices and software in coordination with Procurement, Finance and other teams.
• Monitor Sales channel activity together with SMB Sales Planning to monitor quality of acquisition, fraud control and customer churn.
• Work with GTM teams on specific customer projects and their implementation.
• Work with Product Propositions teams to roll-out products/services in line with experience expectations, and recommend and follow through on product feature or process enhancements during the lifetime of the product in coordination with Product Development, Engineering and IT.
• Conduct Training to Sales and Processing teams on Products and Processes to ensure Product knowledge and awareness is maintained across all customer touch points.
• Constantly review product information on Knowledge base as well as conduct mystery shopping with the retail, Inbound telesales and Channel partners to review product awareness and sales experience.
• Review service application forms and make changes in customer application forms, sales collateral and published product information based on service enhancements, changes in devices offered to ensure all sales and customer facing information is up to date and relevant.
• Work with GTM teams to launch product refresh campaigns and product refresh campaigns.

Requirements

• B.Tech/B.E. Master’s degree in Business Administration (Marketing)
• 3 years of experience in Telecom Operator/Product Management and at least 1 years in Service Strategy and Process Design
• Preferred: Analytics & Business strategy planning

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.