Channel Strategy & Transformation Senior Specialist

Celcom & Digi; Malaysia; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading telco-tech company in Malaysia seeks a strategic professional to enhance customer journeys and optimize sales operations. This role requires a mix of analytical and interpersonal skills to align business objectives with customer experience. Join a team committed to innovation and societal advancement.

Qualifications

• 5 years or more of experience in sales planning, business analysis, or change management.
• Familiarity with direct sales processes and working in cross-functional teams.

Responsibilities

• Oversee and optimize the customer journey within retail environments.
• Support strategic planning and execution of the direct sales channel.
• Analyze sales data to evaluate channel performance.

Skills

Analytical Skills

Communication

Leadership

Organizational Skills

Problem Solving

Education

Bachelor’s degree in Business

Certification in Change Management

Project Management Certification

Tools

Excel

Power BI

Tableau

Job description

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Date: 15 May 2025

Employment Type: Permanent

Job Description:

Role Summary

In this role at CelcomDigi, you will be responsible of overseeing and optimizing the customer journey within retail environments while ensuring the alignment of strategic business objectives. The role bridges the gap between customer experience, operational efficiency, and retail strategy, requiring a mix of analytical, creative, and interpersonal skills.

Responsibilities:
To support the strategic planning, execution, and transformation of the direct sales channel by ensuring seamless integration of sales initiatives and effective change management processes. This role focuses on optimizing sales operations, analyzing performance, and facilitating organizational changes to improve efficiency and customer experience.

Sales Planning Strategy
Assist in the development and refinement of sales plans for the direct channel, ensuring alignment with business objectives.
Work closely with sales, marketing, and operations teams to integrate campaigns, product launches, and operational activities into the sales planning process.
Monitor the execution of sales plans, providing insights and recommendations to enhance outcomes.

Change Management and Transformation
Support change initiatives aimed at improving the efficiency and effectiveness of the direct sales channel.
Assist in developing change management strategies and plans, including stakeholder engagement, communication, and training.
Act as a key point of contact for teams to address concerns and ensure smooth adoption of new processes or systems.
Collaborate with cross-functional teams to implement process improvements and transformation projects.

Performance Analysis and Reporting
Analyze sales data to evaluate channel performance, identify trends, and highlight areas for improvement.
Prepare reports and dashboards for stakeholders, providing actionable insights to inform decision-making.
Support forecasting efforts by providing data-driven analysis to align resources and targets.

Stakeholder Collaboration
Partner with teams across sales, marketing, product, and operations to ensure alignment of priorities and initiatives.
Facilitate workshops and meetings to gather feedback and promote collaboration during change and planning efforts.
Serve as a bridge between leadership and frontline teams to ensure clarity and alignment in objectives.

Customer Experience Enhancement
Work with relevant teams to identify and address gaps in the customer journey within the direct sales channel.
Support the design and implementation of initiatives to improve customer satisfaction and retention.

Requirements:

• Bachelor’s degree in Business, Sales Management, Marketing, or a related field.
• Certification in Change Management (e.g., Prosci, APMG) or Project Management (e.g., PMP, Agile) is an advantage.
• 5 years or more of experience in sales planning, business analysis, or change management.
• Familiarity with direct sales processes and working in cross-functional teams.
• Strong analytical skills, with proficiency in tools like Excel, Power BI, or Tableau for data visualization.
• Effective communication and interpersonal skills to collaborate with diverse teams.
• Detail-oriented and organized, with the ability to manage multiple priorities.
• Adaptable and resourceful in implementing change management strategies.
• Strategic thinker and have ability to connect initiatives with business goals.
• Strong in leadership skills to manage cross-functional teams and drive collaboration.
• Adaptable and able to manage multiple projects in a fast-paced environment.
• Innovative and creative in identifying and implementing automation opportunities.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers.Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence.Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference.If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.