Manager CE & Digitalization

Emirates Integrated Telecommunications Company PJSC (EITC); Dubai; On-site; AED 290,000 - 469,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC (EITC) seeks an experienced Training Manager to lead sales training and enhance customer experiences across channels in Dubai. You will collaborate with marketing and sales to boost brand awareness and align CX initiatives with product features.

Ideal candidates hold a bachelor’s degree in telecom, business or marketing, with 7+ years of training management experience (2+ years as Sales Training Manager) and strong telecom knowledge.

Qualifications

• Bachelor degree in telecom engineering, business, marketing or equivalent. Master’s degree preferred.
• 7+ years in a Training Management role with at least 2 years as Sales Training Manager.
• Excellent understanding of Telecommunications is preferred.

Responsibilities

• Track and improve customer experiences across channels 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 and functionalities.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Deliver Enterprise NPS & BHI targets by building customer relationships and engagement.
• Coach, motivate and drive cross-functional teams toward target achievement and improvements.
• Support risk management, compliance and internal control within supported function(s).

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.