Consumer Marketing Officer
Umniah
Total years of experience :12 years, 0 Months
• Products innovation; introducing innovative value proposition for mass segments to acquire new customers and retain existing base.
Initiate ideas and following up on development, approval, training and communication of new products/ changes / or promotions.
Understand mass segment needs and have clear insights about consumer behavior, life style, and aspirations.
Present innovative products and examples of what is being launched around the world.
• Ownership and maintenance of mass segments.
In-depth analysis of existing portfolio of products followed with recommendations and action plan.
Monitoring the market and competition, conducting workshops and field visits to competitors’ shops and all Umniah Customers touch points ( Dealers/sub dealers/call center/RF/BO)
Assure smooth customer journey.
• Develop and end-to-end marketing plan for mass segments and lead the communication of this across the business.
Ensure the implementation of the plan and updating it whenever new insights are available.
• Reporting, analysis and budget preparation.
Submit all monthly and daily reports before the deadline and with high accuracy, and build the upcoming year budget.
• Assign tasks and targets to the inbound Call Center Agents.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback
• Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
• Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management
• Audit call and system workflows and submit report to Manager CRM.
• Monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction
• Consistently monitor systems with a view to recommending changes / updates to improve them.
• Provide leadership, guidance and support to the CC Customer Services Representatives.
• To proactively recommend solutions and improvements to achieve targets and high quality of service.
• To enable and drive adoption of Pipeline Mindset in the sales teams along with sales process compliance
• Preparing reports.
• Improving the quality of service provided through CC Customer Services Representatives by introducing advanced customer interaction tools.
• Monitor all agents to meet the best quality of service.
• Secondary sales process to achieve the targets.
• Manage information flow; Operations Department and other departments.
• Perform technical tests for applications and products.
• Achieve customer's satisfaction indirectly.
• Maintain up-to-date knowledge of latest products and development in the company and telecommunications industry.
• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information; confirming pricing.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational
