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DIRECTOR BUSINESS CENTER & ACCOUNT MGMT- Leading Telecomms Company- Jeddah
Our client is a leading Telecoms company in the Middle East. They have an outstanding reputation for delivering quality, innovation and reliability. They work with international companies on special projects and have a large multicultural workforce We are looking for an experienced Director of Business Center & Account Management to join the team in Jeddah, Saudi Arabia.  Open to Arabic nationals only OVERVIEW OF ROLE Manages the Account Management & Self Care Teams to ensure the proper treatment of all business account segments. Manages the development and integration of all customer requirements on e-portal/ IVR and Social Media. Oversees all inbound activities to ensure comprehensive and reliable functioning of Business Sales & Marketing activities. Provides exceptional support to subordinates in achieving the required KPIs. Oversees all collection activities under the account management area. Reporting to: VP Business Care Direct Reports: 5Indirect Reports: 50+ KEY RESPONSIBILITIES The job holder plays a key role in supporting the growth and expansion of the company through effective retention and loyalty strategies. Role holder will provide insight on how to win back customers and how to keep the customer satisfied with the company’s services. Unit Strategy ·         Develop (with inputs from direct reports) departmental budgetary forecasts·         In cooperation with the three dimensional account team heads and end user – assess the optimal role for the accounting management functions in supporting the account needs Retrieve unit performance KPIs on an ongoing basis and focus mitigation efforts on key pain points – leverage Reporting and Analysis team to provide frequent and specific reports as per requirements Internal Cross Departmental Communications Liaise with all Business Care directors to forecast the customer’s complaints and areas that need development. Communicates with all Business Sales KAMs and discuss areas of development in customer segments and overall treatment. Market’s Voice Provides professional advice when implementing the packages and offers to business customers, also recommend ways to circulate the promotions in competitive manner Ensure the right retention tools and options are available to account management representatives Performance Monitoring Retrieve unit performance KPIs on an ongoing basis and focus mitigation efforts on key pain points – leverage Reporting and Analysis team to provide frequent and specific reports as per requirements Define the unit escalation strategy of business account queries to either complaints management or technical support – in cooperation with the back office head In cooperation with the back office head – develop and implement strategies to increase query closures at the first level of support Access Development Support the development of ePortal & IVR and social media program initiatives in order to reduce Business Care queries and increase customer satisfaction levels Support vendor negotiations for platform requirements – leverage IT team expertise Review and support conclusions from international benchmarks, competitor solutions, market research to drive roadmap design Establish the social media strategy and enhance all required channels Customer Experience Management Manages the direct interaction effectiveness with all corporate segments and monitors these in precise: Defining and developing KPIs for customer experience Ensuring the development of customer experience improvement initiatives in conjunction with service managers Development of customer experience improvement initiatives and ensuring their effective communication to customer groups Evaluating Resource Utilisation Assist senior management in the effective achievement of function objectives by setting unit and individual objectives, managing performance, developing and motivating staff, providing formal and informal feedback and appraisal in order to maximize subordinate and unit performance Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process Service Excellence Manages the overall behaviour of services on the market throughout the kingdom and benchmark all services provided by other competitors Collection Directions Handle all collection activities for this critical segment and define the mechanism of follow ups with maintain ultimate relationship Eliminate the churn possibility with introducing all retention aspects to retain our business segment Process management Leverage the Internal Process Enhancement team to optimize cross unit/departmental processes Authorizing the retention of information and preparing documents to use them during customer or governmental case handling. Related Assignments Performs other related duties or assignments as directed  ESSENTIAL REQUIREMENTS  Bachelor degree in a business field MBA preferred 8-10 years professional experience At least 4 years of expertise in Account Management Support to Large Enterprise and/or Government clients at an IT/ Telco/ Communications/ ITC company  Strong team management skills Strong interpersonal skills PC literate Fluent and literate in English and Arabic Arabic nationals only to apply  KEY SKILLS  Customer Service Focus                  Communication Decision Making Innovation Leadership Team work  BENEFITS ·         Salary will reflect experience levels and interview performance
Reference :	Management
Contract type :	Permanent
Job(s) available :	1
Experience required :	7-10 years
Studies level required :	Bachelors Degree
Working place :	Saudi Arabia
Weekly working duration :	Full-Time
Creation date :	24/05/2011

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