Consumer Account Manager

Strategic:

• Keep abreast with market condition, competition and future development needs, to help design sales strategy for the Segment
Financial

• Achieve revenue targets for the given segment for all Batelco`s Product & services, by promoting or cross selling & upselling Batelco`s full range of P&S

Operational:

• Maintain a database for all customers and develop a holistic view of the customer base to understand market trends and identify sales opportunities across the Consumers within the segment
• Build a strong positive relationship with the Consumer customers to gain insight into individual customers’ business priorities, needs and concerns
• Conduct events , campaigns in line with annual plan and regularly update and maintain visit and campaign database
• Track and analyse the Consumer revenue and usage behaviour on a monthly basis in for action planning
• Manage Consumer requests and ensure required services are in accordance with the plans and KPIs
• Understand and analyse consumer complaints, provide effective and efficient resolution ensuring world-class customer experience
• Monitor after sales support services, in liaison with the relevant support unit, to ensure continued high level of customer satisfaction and address disputes or concerns in a prompt manner
• Conduct regular follow up with Consumers for payments to ensure adherence to payment schedules; minimize bad debts and improve collections for the segment
• Manage and execute customer Loyalty program for the Consumers. Provide inputs for improving the programs based on Consumer feedback
• Understand customer needs and share inputs with the Products team for developing or enhancing the products and services
• Carry out order management activities, this include raising orders with the correct information, signed documents and issuing the installation requests with the necessary equipment and information

People:
• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMS process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends

Qualifications:

• Bachelors’ degree in Business, Marketing or equivalent

Experience:

• 3-5 years’ experience in sales and marketing or relationship management roles, preferably in Telecoms
• Understanding of various Consumer segments

Certifications:

• Membership of relevant professional organizations is preferred.