Glo Nigeria is launching new Customer Experience Centers in four major cities in Nigeria.
We are seeking to engage highly competent, talented, and self-motivated individuals with excellent customer service orientation and strong ICT skills to fill these positions:
1.) HEAD, SALES & MARKETING
EXPERIENCE:
a. Minimum of 12 years’ experience in Sales and Marketing with at least 5 years at a Senior Management level in Telecommunications or FMCG of a Blue Chip Company.
b. Customer service, selling, negotiating and influencing, analysis and decision-making, and management skills.
c. Good knowledge of the business environment. Good analytical and presentation skills.
RESPONSIBILITIES:
1.) Manage the Sales & Marketing team for all the Experience Centers.
2.) Continuous development of sales strategies and approaches for various products and services.
3.) Manage & run through special promotions, sponsored events, etc.
4.) Maintains excellent relationships with clients through superior customer service.
5.) Responsible for generating unique sales plans, creating engaging advertisements, emails, and promotional literature, developing pricing strategies, and meeting marketing and sales human resource objectives.
6.) Responsible for big data/analytics services and Dashboard reporting to the business and stakeholders.
2.) SERVICE DELIVERY MANAGER
EXPERIENCE:
a. Minimum of 10 years’ experience as Service Delivery Manager (SDM).
b. Good experience in Partner management (internal & external), technological upgrade, and upsell management in tandem with the Service manager
c. Excellent written and verbal communication skills.
RESPONSIBILITIES:
1.) Responsible for the regional e-2-e (End to End) Service Delivery.
2.) Manage Partner and vendor to deliver on customer requirements.
3.) Responsible for good customer experience.
4.) Should able to design and manage customer interaction to meet or exceed customer expectations.
5.) Increase customer satisfaction, loyalty, and advocacy, to nurture and very good customer relationships.
6.) Support with basic knowledge to fix all technical issues at the experience center site which covers computers/Desktops, Laptops, Ruggedized tablets.
7.) Manage & troubleshoots for Audio Visual Aids, Display Units, Power & Security
8.) Keeps Demo equipment operating by following operating instructions provided by partners
3.) SERVICE MANAGER
EXPERIENCE:
a. Minimum of 10 years’ experience in Customer Service Management and Customer advocacy.
b. Must be able to demonstrate a consistent profile of solution provider/problem solver with references.
RESPONSIBILITIES:
1.) Responsible for the regional E-2-E (End to -End) customer experience.
2.) Dashboard reporting to the business and stakeholders.
3. Should able to design and manage customer interaction to meet or exceed customer expectations.
4.) Increase customer satisfaction, loyalty, and advocacy, to nurture and very good customer relationships
5.) Focus on reducing Customer Churn, Inspire Customer Advocacy, and increase Revenue.
6.) Support and basic knowledge to fix all technical issues at the experience center site which covers computers/Desktops, Laptops, Ruggedized tablets.
7.) Should able to manage & troubleshoots for Audio Visual Aids, Display Units, Power & Security.
4.) HEAD SERVICE MANAGEMENT
EXPERIENCE:
a. Minimum of 12 years in service delivery and customer service.
b. Customer service, negotiating and influencing analysis and decision-making, and management skills. Areas of knowledge: the business environment, product knowledge, and financial awareness
c. Good experience in e2e customer, technical upgrades and upsell management.
RESPONSIBILITIES:
1.) Manage the Service Management team for all Experience Centers.
2.) Responsible for all SLAs ownership & their defense within the business.
3.) Represent customer interest In the Organization.
4.) Responsible for the e2e (End to -End) customer experience.
5.) Responsible for the design and management of customer interaction to meet and exceed expectations.
6.) Handle all the service Issues escalations related to customers.
5. COORDINATOR EXPERIENCE CENTRE
EXPERIENCE:
a. Minimum of 15 years’ experience in Senior Commercial and Technology role in Telecommunications or FMCG of a Blue Chip Company.
b. Skilled at negotiating and influencing decision-makers.
c. Prior track record of coordinating various units within a business to deliver excellent first-class services.
d. Good knowledge of business and product development.
e. Excellent analytical and presentation skills.
RESPONSIBILITIES:
1.) Responsible for generating unique business plans, designs, and strategies for meeting market objectives.
2.) Responsible for all the operational and strategic escalations affecting the delivery of objectives.
3.) Manage the overall Business of Experience Centers.
4.) Inspire customer advocacy and increase revenue across the organization.
5.) Reinforce brand preference by actively driving the Innovative perception of the brand Responsible for driving the digital best practice and automation of operations across the organization.
6.) Active development of approaches regarding products and services in accordance with global best practices.
7.) Maintain excellent relationships with partners, vendors, and customers.
8.) Responsible for Dashboard reporting to the Management.
9.) Increase customer satisfaction, loyalty, and advocacy to nurture excellent customer relationships Responsible for team’s knowledge development as required to keep in step with new Technologies
COMPETENCIES & ATTRIBUTES:
- Consistent, professional appearance, and mannerism. Friendliness, active listening and should be able to manage internal & external customers.
- Should be a solutions provider with a problem-solving attitude. Unlimited
6. HEAD, SERVICE DELIVERY
EXPERIENCE:
a. Minimum of 12 years in service delivery and customer service.in an experience center or a retail outlet.
RESPONSIBILITIES:
1.) Manage the service delivery team for Experience Centre & Innovations road map. Responsible for smooth e-2-e (End to End) Service Delivery.
2.) Handle all the escalations related to service delivery, internally & externally.
3.) Manage partners and vendors to deliver on customer requirements.
4.) Responsible for excellent service delivery.
4.) Design and manage customer interaction to mere or exceed customer expectations.
7. HEAD, REGIONAL EXPERIENCE CENTRE
EXPERIENCE:
a. Minimum of 12 years’ experience in managing and running an experience center or a retail outlet.
b. Good understanding of business in technology & sales understanding.
RESPONSIBILITIES:
1.) Manages the day to day running of the Experience Center Responsible for smooth service delivery, operation & maintenance, and service management
2.) Increase customer satisfaction, loyalty, and advocacy, to nurture and very good customer relationships.
8. SALES & MARKETING MANAGER
EXPERIENCE:
a. Minimum of 10 years Sales experience In a multinational Company.
b. Customer service, selling, negotiating and influencing, analysis and decision-making, and management skills.
c. Excellent written and verbal communication skills.
RESPONSIBILITIES:
1.) Develop sales strategies and approaches for various products and services.
2.) Run through special promotions, sponsored events, etc.
3.) Maintains excellent relationships with clients through superior customer service.
4.) Increase customer satisfaction, loyalty, and advocacy, to nurture and very good customer relationships.
5. Reinforce Brand Preference.
9. SALES & MARKETING MANAGER
EXPERIENCE:
a. Minimum of 10 years Sales experience in a multinational Company.
b. Customer service, selling, negotiating and influencing, analysis and decision-making, and management skills.
c. Excellent written and verbal communication skills.
RESPONSIBILITIES:
1.) Develop sales strategies and approaches for various products and services.
2.) Run through special promotions, sponsored events, etc.
3.) Maintains excellent relationships with clients through superior customer service. Increase customer satisfaction, loyalty, and advocacy, to nurture and very good customer relationships.
4.) Reinforce Brand Preference.
METHOD OF APPLICATION:
Qualified candidates should e-mail their resume, possibly with a scanned passport photograph, within 2 weeks of this publication to experiencecentre.agents@gmail.com using the reference of the position as the subject of your mail.
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