Manager CE & Digitalization

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 335,000 - 502,000; Full time

Job summary

Emirates Integrated Telecommunications Company seeks an experienced Training Management professional to lead enterprise training initiatives across MELE. You will collaborate with marketing and sales to elevate customer experiences, align CX with product launches, and drive NPS targets through cross-functional leadership.

The role requires deep telecom knowledge, excellent English communication, and strong coaching skills to mentor SPOCs and teams toward business objectives.

Qualifications

• Minimum Bachelor Degree in telecom engineering, business, marketing or equivalent.
• Master’s Degree preferred.

Responsibilities

• Track and enhance customer experiences across online and offline channels, devices, and touchpoints.
• Collaborate with marketing and sales teams to enhance customer services and brand awareness.
• Align customer experience strategies with marketing initiatives and inform customers about new product features.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Analyze customer feedback on product ranges and new releases, and prepare reports.
• Deliver Enterprise NPS & BHI targets through focusing on building customer relationships.
• Raise awareness of ‘du’ within the MELE segment by increasing ‘TOMA’ & ‘Consideration’.
• Coach and drive cross-functional teams and SPOCs toward target achievement.
• Resolve issues to meet overall customer objectives.
• Support risk management, compliance and internal control framework within the supported function(s).

Skills

Fluent English

PC skills

Product knowledge

Sales processes

Communication skills

Interpersonal skills

Level-based communication

Planning & organizing

Facilitation & presentation

Team player

Initiative

Administration skills

Detail oriented

Coaching & mentoring

Multitasking

Flexibility

Education

Bachelor degree or higher

Master's degree preferred

Job description

Key Accountabilities:

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with marketing and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Deliver Enterprise NPS & BHI targets through focusing on building customer relationship and engagement with du
• Responsible for creating awareness of ‘du’ within the MELE segment by increasing ‘TOMA’ & ‘Consideration’
• Coach, motivate, develop, guide and drive cross functional team members and relevant SPOCs towards target achievement and improvements
• Positively resolve issues among the cross functional team members to focus on meeting overall objective for the customer.
• The job purpose is to support the implementation of an effective risk management, compliance and internal control framework within the function(s) supported to ensure risks, regulatory requirements and controls are being managed appropriately in a proactive, risk based and disciplined manner.

Qualifications:

• Minimum Bachelor Degree in telecom engineering, business, marketing or equivalent (Master’s Degree preferred)

Experience:

• Minimum 7 years of experience in a Training Management post (out of which at least 2 years as Sales Training Manager).
• Excellent understanding of Telecommunications is preferred.

Skills:

• Fluent English both spoken and written.
• Excellent PC skills.
• strong technical knowledge of the organization's products, services
• Strong knowledge of sales processes and techniques
• Excellent communication and interpersonal skills.
• Ability to communicate at all levels
• Strong planning and organizing skills
• Strong facilitator and presenter
• Strong team player and able to work on own initiative.
• Strong organizational and administration skills and attention to details.
• Strong coaching and mentoring skills.
• Excellent personal effectiveness and flexibility to handle multi tasks proactively.