Consumer Account Manager _Al Dana

Job Objective

Maximize market share and revenue growth for the Segment by generating leads for new business opportunities and by managing and growing the existing Customer base and delivering world-class customer experience

Responsibilities

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

• 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

• Bachelors’ degree in Business, Marketing or equivalent

• 3-6 years’ experience in sales and marketing or relationship management roles, preferably in Telecoms

• Understanding of various Consumer segments