Channel Enablement Specialist

Newfold Digital; Cebu City; On-site; PHP 3,769,000 - 5,653,000; Full time

Benefits offered by this job

HMO benefits

Generous vacation policy

Punctuality bonus

Job summary

Bluehost is seeking a Channel Enablement Specialist to empower customer service channels with messaging, scripts, and enablement assets. You will partner with operations, product, and marketing leaders to drive KPI attainment and improve frontline performance.

You will develop and deliver enablement programs across Newfold offers, tools, and programs, while supporting cross-functional teams to ensure successful product knowledge transfer and customer outcomes.

Qualifications

• 3+ years of sales or support experience in a high-volume contact center.
• Bachelor’s degree preferred.
• Project Management experience highly preferred.
• Strong knowledge of MS Word, Excel and PowerPoint.

Responsibilities

• Create effective messaging, positioning and tools for programs and products sold by customer service channels.
• Work cross-functionally with sales, product marketing and brand management to achieve KPIs.
• Collect feedback and iterate enablement assets and collateral.
• Develop and distribute internal communications and job aids to frontline employees on priority updates.
• Own delivering frontline feedback to Product and Marketing Leadership to support program needs.

Skills

Sales experience

Customer service

Marketing know-how

Communication

Cross-functional collaboration

Leadership

Ability to work with cross-functional

Education

Bachelor’s degree preferred

Tools

Canva

Piktochart

Claude

Gemini

Job description

Who we are.

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

As a Channel EnablementSpecialist, you will partner with the operations leadership team, your fellow Channel Enablement peers, and other key stakeholders to arm all support channels with assets and knowledge to drive productivity and great customer experience.We are looking for a highly energetic individual with sales and customer service skills and experience and marketingknow-howto supportour various frontline teams.In this role you willbe responsible fordeveloping,executingand supporting enablement solutions for Newfold offers, tools, services, and programs to drive conversion and attainment of key KPI’s. Additionally, this role will partner with our Product and Marketing Teams and other stakeholders throughout the organization to drive enablement on product and program updates to further support customer service functions across the organization.

Whatyou’lldo & howyou’llmake an impact.

• Create effective messaging, positioning and tools (including scripts) for programs and products sold by customer service channels.
• Work cross-functionally with sales and support leadership, productmarketingand brand management to achieve top KPI’s.
• Collect feedback and iterate quickly on delivered enablement assets and collateral.
• Drive initiatives to increase sales and cross-sell/upgrade assets to arm customer service channels with the knowledge and tools to deliver desired resultsrelativeto team goals and KPI’s.
• Develop and distribute internal communications, job aids, and creative assets to frontline employees on priority updates on processes or products and build Newfold culture.
• Simultaneously support various projects,testsand other early state initiatives for multiple stakeholders.
• Partner on enabling front line teams on product knowledge and the ability to capitalize within the customer service conversation.
• Responsible for delivering frontline feedback andprocessontools, material, and other programs.
• Own delivering the voice of sales and support to Product and Marketing Leadership and support program or features needs that promote conversion and KPI attainment.
• SME to other colleagues and leadership to offer guidance on sales and support processes.

Who you are & whatyou’llneed to succeed.

• 3 or more years of sales or support experience in ahigh volumecontact center environment.
• Experiencecreating specific sales and support enablement materials such as job aids, scripts, objection handling material, battlecards, etc.highly preferred.
• Bachelor’s degree preferred.
• Project Management experience highly preferred.
• Strong knowledge ofMS toolssuch asWord,Exceland PowerPoint.
• Strong knowledge of design & AI tools such as Canva, Piktochart, Claude,Geminietc.
• Creative thinker, excellent listeningskillsand strong communicator- both written and verbal.
• Excellent people and management skills; ability to inform and influence colleagues (particularly those in senior level roles), cross-functional teams, and third parties.
• Ability toworkcloselywithcross-functional teams.
• Extensive experience with designing, creating, and launching enablement programs and projects from the ground up.
• Attention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities intobenefitsis crucial.

Skills/Attributes:

• Ability to execute and drive results:This role requires an individual who can manage multiple stakeholders and multiple projects with ease–you can organize,prioritizeand deliver.You also have the desire to create order and process and deliver even when given high-level objectives and guidance.Excellent organizational and time management skills are alsoa must.Detail orientation, analyticalskillsand ability to interpretdataa plus.There is a huge opportunityto driveimpact and improve productivity across the sales teams and support channels.

• Inquisitive:Ability to assess how a project/program is progressing and what needs to beaccomplishedto move it forward.Ask questions, look at data, listen to calls, understand frontline repperspectiveand have empathy etc.Beable to have perspective on is this program working?How do we know?What do we need to changein order tomake it more effective?Ability to seethebigger picture of why what we do matters and how to drive impact.

• Communicative:The role requires atrue peopleperson, someone who enjoys interacting with a wide variety of stakeholders from reps to senior operations management, vendors, partners,customersand other internal teams.You also look to understand the customer and rep perspective to better serve your team.

• Desire to Lead and be a Leader:You will act as a trusted advisor to operations leadership, peer-leader to frontline reps, productmarketingand product managers.You know how to inspire and lead those you do not directly manage.As a leader, you will set the example, become the trusted advisor to senior operations and marketing leadership.Youunderstandthe result of your efforts will enable our customer service channels to meet their strategic revenueobjectives.

Whyyou’llloveus.

• Work-life balance.Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences.We’reproud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together onimportant issuesand provide learning and development opportunities for all employees.We have 20 + affinity groups where you can network and connect withNewfoldersglobally.
• We care about you.We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you?Where can we take you?We’refans of helping our employees learndifferent aspectsof the business,bechallenged with new tasks,bementored, andgrowtheir careers. Unfold new possibilities with Bluehost #OTOD!

#Bluehost #LI-DB1

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.