Announcements

FLOW Dominica vacancy announcements

by: - January 5, 2017
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Join the FLOW Team Commission Sales Agent

The successful candidate will provide solutions to customers using FLOW’s mobile, internet and fixed products and FLOW’s services. The candidate will be expected to provide excellent customer service by developing and maintaining relationships with customers to drive and maximize revenue.

Minimum Experience and Qualifications

• 5 O’Level passes including English and Mathematics

• A minimum of two (2) years working experience in a Sales environment

• Knowledge of telecoms industry

• Ability to communicate (through speech and writing) effectively and professionally

• Understanding of basic Accounting/Finance practices

• Computer Literate

To explore this exciting career opportunity please send your application and resume to The Business Support Officer, FLOW Dominica, Hanover Street, Roseau no later than Friday January 20, 2016.

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Cab1e&Wire1ess Communications
CAREER OPPORTUNITY FOR:

Job title                             Commercial Manager

Reports to                        Country Manager – Dominica

Direct Reports               Marketing & Corporate Communications Executive, Business Intelligence Analyst, Product Executive
Purpose of the Role

The Commercial Manager is responsible for developing and implementing commercial strategies across all Consumer product lines to deliver increased revenues and subscribers, retain customers, and improve customer experience to achieve the specific goals approved in the Annual Operating Plan (AOP).

Accountabilities

Key responsibilities include:
 Planning and executing strategies, over both the short and long term, to maintain and increase revenues by launching new products or services in conjunction with the central Commercial team.

 The role holder will develop and execute pricing strategies, taking into account central Commercial guidance, conditions in the market and the aggressiveness of the other competitors.

 Develops and executes loyalty programs to reduce churn and maximize the return on investment in acquiring new customers will be another key responsibility.

 The Commercial Manager will also be responsible for researching and understanding the local market, anticipating its evolution and the necessary steps to capture new opportunities.

 The role holder will be the custodian of the brand’s implementation able to successfully adapt marketing plans to support brand objectives and revenue and profit maximization.

 The successful applicant will be expected to work closely with the central Group Commercial team ensuring adherence with the company’s strategy, best practice and policies.
Qualifications/Requirements
Skills & Competencies

 Expert analytical and numerical skills a must

 Experience of managing teams

 Comfortable working in large, international, matrixed environments

 A team player – able to see the bigger picture for the organization

 Strong communication skills

 Ability to create and interpret sales and margin data

 Ability to understand and interpret customer insight through NPS

 Commercial expertise and financial awareness

 Excellent verbal and written communication skills

 Ability to deliver multiple requirements

 Ability to work under pressure in a fast-paced environment

 A tactical thinker with ability to implement ideas rapidly

 Ability to structure / deliver strategic presentations clearly in written form and in front of audiences

Qualifications & Experience

 Bachelor’s degree in Marketing or equivalent

 Experience of retail / channel management

 Ideally 5+ years of experience in Telecoms in Mobile, Broadband or TV consumer services; other FMCG industry backgrounds considered

Key Behaviours 

• Lateral thinker with good analytical and strategic planning skills. A strategist who understands the significance of extraordinary customer service and implements frameworks to evaluate and improve customer services.

• Drives accountability and responsibility through to their team. Delegates successfully and communicate openly and effectively.

• Must possess passion and drive, and ability to transmit it to others in the organization

• Bias for action and results

• Enjoys the challenge of building new businesses, particularly building the talent and the team

• Balances strong knowledge in information technology, telecom, and mobility

Interested persons are invited to submit their applications to shani.jacob@cwc.com with “CM Manager” in the Subject line no later than 20th January 2016. Only suitably qualified applicants will be contacted.

Cab1e&Wire1ess Communications

 

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CAREER OPPORTUNITY FOR:

Job title                                                         Customer Experience Manager

Reports to                                                    Country Manager – Dominica with dotted line into SVP Customer Experience

Direct Reports                                           CX Coordinator, CX Admin Support, Service Delivery Manager

 

Purpose of the Role

The Customer Experience Manager will be a change agent who will work with the cross-functional leadership to embed a customer-based culture across the company and ensuring that all business decisions and priorities are made with the customer at the core.
The role will manage customer experience design and execution across the touch points through the customer experience journey to ensure that we become an innovative, service-led company. It will also oversee and direct the company’s customer support operations (consumer business) including its call center and customer field operations with responsibility for delivering differentiated service to customers through superior access, multi-channel servicing options, and efficient resolution of customer requests.
The position will enable the tracking of key customer metrics and facilitate the inclusion of the customer voice in all key business meetings and strategy. The person in this role will communicate the customer experience strategy and roadmap to the leadership team, customers, external stakeholders and employees. S/he will establish customer experience and customer profitability goals and metrics for the company.
This position will require a strategic thinker with significant operational experience.

Primary Accountabilities

• Management of dispatch and field service operations of the Consumer business.

• Provides the communication and change management oversight to the transformation into a service led company in country

• Provides strategic operational insight into driving customer excellence at all customer touch points

• Drives the need for IT to play a large role in driving process improvement, efficiencies and enhancing the experience to achieve objectives

• Oversees business information and analytics to support customer experience and marketing insights

• Testing of all consumer products and processes to ensure revenue assurance and quality of service experience.

• Leadership of billing query management to ensure billing information is presented efficiently while also managing non-standard billing queries from Sales Manager

• Drives cross-functional business improvement initiatives

• Leading evangelist and spokesperson for the customer voice

• Developing service and support strategies to improve customer service and earn loyalty

Qualifications/Requirements

• 7 years proven experience in business roles, ideally in telecoms / technology industries.

• Experience in managing teams directly and indirectly both in back office and out in the field.

• Confident and comfortable when working with executives, senior level management, external partners and external customers.

• Ability to negotiate, influence and build credibility internally

• CEMprocess improvement

• Strong understanding of business intelligence tools and techniques

• Ability to use IT to improve efficiency and enhance the customer’s transaction/ experience

• Experience with call center/help desk management

• Strong change agent with strong communication and analytical skills

• Track record in understanding and presenting data and success metrics

• Excellent communicator, including written, verbal and presentation skills

• A passion and enthusiasm for the customer with the ability to listen, learn, and adjust to current requirements and adapt to evolving expectations.

• Highly developed interpersonal skills required to drive buy-in and participation in new programs.

• Proven ability to work through to solve extremely complex problems where analysis of situations requires evaluation of intangible factors

Key Behaviours

• A strategist who understands the significance of extraordinary customer service and implements frameworks to evaluate and improve customer services.

• Drives accountability and responsibility through to their team. Delegates successfully and communicate openly and effectively.

• Demonstrable experience in developing strategic market research roadmaps

• Must possess passion and drive, and ability to transmit it to others in the organization

• Bias for action and results

• Balances strong knowledge in information technology, telecom, and mobility

 

Interested persons are invited to submit their applications to shani.jacob@cwc.com with “CS Manager” in the subject line no later than (insert date here). Only suitably qualified applicants will be contacted.