CSC - Outbound & Product Care Manager

Our client is a pioneer in the Tobacco Manufacturing Industry, with its headquarters situated in the United States. They have successfully expanded their operations to over 180 countries, representing five distinguished regional certifications, namely Europe, the Middle East, Africa, North America, and Latin America. With a workforce of more than 75,000 talented individuals worldwide, our client has truly established itself as a global leader in the industry.

What sets our client apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavor has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client has proved to be a trailblazer in their industry, setting an example for others to follow. With their pioneering vision and steadfast determination, they are poised to create a future that is free from the harmful effects of smoking. 

Responsibilities:

• Lead the deployment and execution of the IQOS Customer Outbound/Proactive strategy to deliver a multi-channel service offering and best in class Customer Service Centre model across Egypt nationwide. Responsible for managing a team that has the responsibility to critically evaluation of the CSC services and the strategic development of Customer Care and Service activities executed through all Product care, outbound programs and channels. Other responsibilities include the development and deployment of service quality and data control practices, resolution of outbound & Product care consumer escalations in a timely manner; the consumer database, customer churn, manage leads and train service staff. Play a collaborative role in growing and implementing standards and processes to try and exceed market specific NPS targets, maintain documentation such as process maps, operational records, Accountable for the Outbound process flows and its capacity plans, Product care budgets and their channel budgets, SOPs adherence.

More Specifically you will

1- Project management Support operational rollout of campaigns (Acquisition & Retention) in the assigned market, including, but not limited to

• Executing and checking outbound campaign flows and adjusting agent CTA's accordingly
• Frontline staff knowledge enhancement (Remote Coaches/Inbound agents for product care matters)
• Reporting , analysing and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations

2- Consumer Programs

• Champion Omni-channel care and consistent customer experience across all outbound programs & Campaigns.
• Lead development and localization of operational care fit for Omni-channel B2C use, Lead the deployment and continuous improvement of programs/services including Acquisition programs (ie Device Lending), NPS/Sentiment management programs (Positive & Negative) Retention programs.

3- Product Care Manage market product care practices and governance which maximize customer satisfaction while creating efficiencies and minimizing costs.

• Product Warranty and goodwill entitlement practices and process maps.
• Refund policy and modes of compensation.
• Product diagnosis (L0 & L1).
• Replacement Strategy (Channels, mechanics, process governance, Reconciliation)
• International Warranty.
• Self Service replacement (QURE).

4- Care Operations

• Lead the operational deployment of all programs executed via the customer service center channel.
• Evaluate and refresh processes periodically to ensure the health of the process is sound and adheres to SOPs at all times.

5- Vendor Management

• Create a great channel communication with (LSP/CSC) vendors, while maintaining a close eye of efficiencies, best practices, and cost optimization.
• Challenge and improve the performance and development of these vendors to ensure consumers needs are heard and met.

6- Outbound Operations

• Ensure OB customer care deliverables are with aligned RRP commercial activities at a regional/local level.
• Monitor and track OB programs performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements

7- Data Analysis & Reporting

• Define, Manage and report on market KPIs in a digestible and actionable format to the wider business to highlight programs and product care performance and priority areas of focus, use data as a key catalyst for evaluating improvement for the business and customer.

8- Team Management

• Manage, Motivate and drive performance of the local customer care team to ensure market SLAs and KPIs are observed and met.
• Ensure forecast and plans are submitted and aligned with relevant stakeholders to ensure operation continuity per market of responsibility.

Requirements:

Qualifications

• Minimum 10 years of work experience, with minimum 5 years in Remote Sales within a Call Center.
• Minimum 5 years of supervisor/team leader/manager experience is mandatory.
• Ability to multi-task in a dynamic environment, build relationships, solve problems, impact and influence.
• Client centric mentality.
• Business and financial Acumen is a must.
• Advanced analytical & planning skills.
• Self-motivated, driven and the desire to help.
• Excellent communication skills both verbal and written.
• Arabic & English proficiency is a must.
• Strong people skills.
• Outstanding organizational skills.
• Tech Savvy - Finding ease in understanding and navigating new systems and its set-up.
• CRM knowledge is a plus.