Commercial Experience Manager - Lahore

What is a Commercial Experience Manager?

The Commercial Experience Manager is part of the Commercial Experience team, which is a sub-part of the Regional Operating model led by the Regional Business Head. The team is focused on attaining the highest possible quality standards for customer facilitation across the Commercial Experience touchpoints in the region. You will report 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 strive to facilitate the Jazz customer base under your leadership.

What does a Commercial Experience Manager do?

Review Sales and Customer Experience reports and be 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, and 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 surveys, EQM analysis, bi-monthly quizzes of staff, and data posting in CRM.

Take initiatives for process improvement, cost optimization, revenue enhancement, and identification of loopholes 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 customers to ensure customer retention.

Requirements

What are we looking for and what does it require to be a Commercial Experience Manager?

A seasoned professional who has delivered on challenging projects and has taken end-to-end responsibility from planning to rollout.

The incumbent should have prior experience in a leadership role and be technically savvy with solid convincing skills for handling high-profile/irate customers.

Bachelors/Masters from an HEC recognized institution (MBA preferred).

Around 5 to 8 years of experience in the relevant domain.

Proficiency in Microsoft Office.

Decision Making and Problem Solving skills.

Growth mindset, attention to detail, and willingness to learn.

Result-oriented, creative and innovative, flexible and adaptable.

Adept at coordinating with multiple stakeholders for issue resolution in a timely manner.

A basic know-how of inventory management and cash handling will be an added advantage.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr