Channel Enablement Specialist

WebHosting; Cebu City; Hybrid; PHP 500,000 - 900,000; Full time

Benefits offered by this job

HMO benefits

Two dependents on regularization

Punctuality Bonus

Generous Vacation policy

Job summary

Bluehost in Cebu City is seeking an Enablement Program Manager to craft messaging, tools and collateral for customer service channels. You will work cross-functionally with sales, support, product marketing and brand teams to drive KPI attainment and cross-sell initiatives, while iterating assets based on frontline feedback.

You will empower frontline teams with product knowledge, deliver timely communications, and lead multiple projects with strong organizational skills.

Qualifications

• Ability to manage multiple stakeholders and projects.
• Strong analytical and data interpretation skills.
• Excellent organizational and time management abilities.

Responsibilities

• Create effective messaging, positioning and tools for programs and products sold by customer service channels.
• Collaborate cross-functionally with sales, support leadership, product marketing and brand management to achieve KPIs.
• Develop and distribute internal communications, job aids, and creative assets to frontline employees.
• Support multiple projects, tests and initiatives for various stakeholders.
• Enable front line teams with product knowledge to capitalize in customer conversations.
• Collect frontline feedback and improve tools and programs.
• Represent voice of sales and support to Product and Marketing Leadership to align features with conversions.

Skills

Execute with results

Inquisitive mindset

Strong communication

Leadership potential

Job description

Not specified Full-time Not specified Operations

Job Description

What you'll do & how you'll make 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, product marketing and 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 results relative to 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, tests and 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 and process on tools, 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

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, prioritize and 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 also a must. Detail orientation, analytical skills and ability to interpret data a plus. There is a huge opportunity to drive impact and improve productivity across the sales teams and support channels.

Inquisitive

Ability to assess how a project/program is progressing and what needs to be accomplished to move it forward. Ask questions, look at data, listen to calls, understand frontline rep perspective and have empathy etc. Be able to have perspective on is this program working? How do we know? What do we need to change in order to make it more effective? Ability to see the bigger picture of why what we do matters and how to drive impact.

Communicative

The role requires a true people person, someone who enjoys interacting with a wide variety of stakeholders from reps to senior operations management, vendors, partners, customers and 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, product marketing and 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. You understand the result of your efforts will enable our customer service channels to meet their strategic revenue objectives.

Why you'll love us.

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’re proud 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 on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.

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're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their 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.