Job Description

We are seeking a strategic, analytical Program Manager to inform leadership decisions and elevate the sales team to higher performance. This position will be focused on identifying strategic opportunities, driving operational excellence and influencing cross-functional partners to improve the overall customer experience and enable small business growth.

The ideal candidate will combine high empathy for small business owners using the platform; understanding of sales teams; a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results in collaborative, multi-stakeholder environments; a passion for rigorous planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results.

RESPONSIBILITIES

• Manage the process and framework for gathering customer experience inputs and insights for the APAC business.
• Deliver strategic recommendations to business and cross-functional teams to enable small business growth across platforms e.g. customer journey mapping, product recommendations
• Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment
• Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
• Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
• Monitor outsourced partners compliance, adherence, and productivity.
• Manage independent auditing programs and workforces.
• Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis.
• Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
• Provide thought leadership and advocate for small businesses.

MINIMUM QUALIFICATIONS

• Bachelor's Degree
• 5+ years of work experience in consulting, operational strategy or sales coaching
• Experience communicating and presenting insights and recommendations to executive teams
• Experience leading and influencing cross-functional teams and aligning partners to shared goals
• Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
• Operational and project management experience running strategic projects with cross-functional teams
• Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
• Experience shifting priorities, while maintaining organization and control

PREFERRED QUALIFICATIONS

• Degree in Business or related field
• Experience with inside sales, outsourced sales or account management capacity
• Experience of sales-program quality assessment or sales development training
• Advanced Excel experience - familiarity with pivot tables, lookups, revenue trend analyses
• Moderate SQL experience extracting data from large databases
• Customer journey mapping and/or process mapping experience
• Demonstrated ability to work autonomously and proactively

We regret to inform that only shortlisted candidates will be notified / contacted.
For more information you can email Leah Kanagaratnam in our Singapore office on leah.kanagaratnam@teksystems.com quoting Job Reference Leah Kanagaratnam534961 or alternatively, apply here to register your interest.

http://jobs.en-sg.teksystems.com/4sfiOr/program-manager-client-experience-itcommunications-singapore-singapore-15654177

Job Reference: Leah Kanagaratnam 534961

EA Registration No.: R22104472, Leah Anne Kanagaratnam

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544