CSC - Outbound & Product Care Manager Cairo, Egypt Consumer

Are you an excellent communicator with exceptional analytical skills, curious
and achievement oriented? Do you want to make a difference in our organization
and contribute to building something new? If the answer is yes to all these
questions, then we would like to hear from you.

RISE TO THE CHALLENGE
Lead the deployment and execution of the IQOS Customer Outbound/Proactive
strategy to deliver a multi-channel service offering and best in class
Customer Service Centre model across Egypt nationwide. Responsible for
managing a team that has the responsibility to critically evaluation of the
CSC services and the strategic development of Customer Care and Service
activities executed through all Product care, outbound programs and channels.
Other responsibilities include the development and deployment of service
quality and data control practices, resolution of outbound & Product care
consumer escalations in a timely manner; the consumer database, customer
churn, manage leads and train service staff. Play a collaborative role in
growing and implementing standards and processes to try and exceed market
specific NPS targets, maintain documentation such as process maps, operational
records, Accountable for the Outbound process flows and its capacity plans,
Product care budgets and their channel budgets, SOPs adherence.

More Specifically you will:

‎1- Project management: Support operational rollout of campaigns (Acquisition &
Retention) in the assigned market, including, but not limited to:
* Executing and checking outbound campaign flows and adjusting agent CTA's accordingly
* Frontline staff knowledge enhancement (Remote Coaches/Inbound agents for product care matters)
* Reporting , analysing and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations:
‎2- Consumer Programs:
* Champion Omni-channel care and consistent customer experience across all outbound programs & Campaigns
* Lead development and localization of operational care fit for Omni-channel B2C use, Lead the deployment and continuous improvement of programs/services including Acquisition programs (ie: Device Lending), NPS/Sentiment management programs (Positive & Negative) Retention programs.
‎3- Product Care: Manage market product care practices and governance which
maximize customer satisfaction while creating efficiencies and minimizing
costs
* Product Warranty and goodwill entitlement practices and process maps
* Refund policy and modes of compensation
* Product diagnosis (L0 & L1)
* Replacement Strategy (Channels, mechanics, process governance, Reconciliation)
* International Warranty
* Self Service replacement (QURE)
‎4- Care Operations
* Lead the operational deployment of all programs executed via the customer service center channel.
* Evaluate and refresh processes periodically to ensure the health of the process is sound and adheres to SOPs at all times.
‎5- Vendor Management:
* Create a great channel communication with (LSP/CSC) vendors, while maintaining a close eye of efficiencies, best practices, and cost optimization.
* Challenge and improve the performance and development of these vendors to ensure consumers needs are heard and met.
‎6- Outbound Operations:
* Ensure OB customer care deliverables are with aligned RRP commercial activities at a regional/local level
* Monitor and track OB programs performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements

‎7- Data Analysis & Reporting:
* Define, Manage and report on market KPIs in a digestible and actionable format to the wider business to highlight programs and product care performance and priority areas of focus, use data as a key catalyst for evaluating improvement for the business and customer.
‎8- Team Management:
* Manage, Motivate and drive performance of the local customer care team to ensure market SLAs and KPIs are observed and met.
* Ensure forecast and plans are submitted and aligned with relevant stakeholders to ensure operation continuity per market of responsibility.

Qualifications:
* Minimum ‎10 years of work experience, with minimum ‎5 years in Remote Sales within a Call Center
* Minimum ‎5 years of supervisor/team leader/manager experience is mandatory
* Ability to: multi-task in a dynamic environment, build relationships, solve problems, impact and influence
* Client centric mentality
* Business and financial Acumen is a must
* Advanced analytical & planning skills
* Self-motivated, driven and the desire to help
* Excellent communication skills both verbal and written
* Arabic & English proficiency is a must
* Strong people skills.
* Outstanding organizational skills
* Tech Savvy - Finding ease in understanding and navigating new systems and its set-up
* CRM knowledge is a plus.

REGIONS: Egypt

FIND A NEW PATH
Our organization offers you a fresh perspective. Here, you will never stop
exploring and discovering. We take the concept of on-the-job learning to
another level, giving you every opportunity to develop your career and reach
your full potential. With innovative technologies, services, and processes,
together with a competitive salary and compensation package, you will have the
opportunity to interact with some of the best minds in the business, learn
from them and add value.