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Commercial Experience Manager

1.00 to 10.00 Years   Lahore, Pakistan   29 May, 2022
PMCL-JAZZ (Formerly known as Mobilink)
1 Jobs Openings
Job LocationLahore, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Grade Level: L3Location: LahoreLast Date to Apply: 1st June 2022What is a Commercial Experience Manager?The Commercial Experience Manager is part of Commercial Experience team which is a sub part of the Regional Operating model lead by the Regional Business Head. The team is focused towards attainment of highest possible quality standards for customer facilitation across the Commercial Experience touch points in the region. You will be reporting to the Head of Commercial Experience Central A and will be deputed at an Experience Center in Lahore. You will have 10-15 team members who will be striving to facilitate the Jazz customer base under your leadership.What does a Commercial Experience Manager do?

  • Review Sales and Customer Experience reports and responsible for subsequent team alignment/motivation for target achievement.
  • Deal with irate customers as well as high profile clients and celebrities.
  • Responsible for activity reporting, staff motivation, schedule adherence, center ambience and management of routine operations within the defined key performance parameters and standards.
  • Ensure proper behavior/discipline/grooming/punctuality of the team as per the requirements and brand image.
  • Responsible for achieving customer satisfaction in the dimensions of performance criteria i.e. customer satisfaction and mystery shopping survey, EQM analysis, Bi-monthly quizzes of staff and data posting in CRM.
  • Take initiatives for process improvement, cost optimization, revenue enhancement and identification of loop holes for increased efficiency.
  • Take ownership and ensure timely resolution of customer complaints through follow-ups with internal departments
  • Serve as a liaison between the team and Head of Commercial Experience on important issues/problems identified by the customers to ensure customer retention.
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

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