Capabilities and Touch Point Manager

Summary This position is responsible for designing and implementing a holistic service strategy tailored to Small and Medium-sized Enterprise (SME) clients, guaranteeing a unified experience across Experience Centers, retail locations, service management units, and digital channels. The role centers on reimagining operational workflows, identifying opportunities for optimization, and driving strategic projects that significantly enhance service quality. By proactively mitigating process gaps and inefficiencies throughout the customer lifecycle, the incumbent will influence performance metrics, handle escalations to maintain high satisfaction, and optimize recovery times to adhere to rigorous service level agreements. Additionally, the role drives revenue growth through targeted product education, accelerates digital platform uptake among SME and SoHo segments, and delivers consistent performance analytics to leadership while partnering with cross-functional teams to refine service delivery and boost key satisfaction indices. Responsibilities Orchestrate the end-to-end service experience strategy for SME accounts, managing interactions across retail, service centers, and digital touchpoints. Evaluate customer journeys to identify and eliminate process bottlenecks or vulnerabilities that impede engagement and satisfaction. Lead initiatives aimed at achieving First Time Fix (FTF) Key Performance Indicators across all service channels. Resolve customer escalations efficiently to meet expectations, utilizing proactive measures to maximize Mean Time to Repair (MTTR) and ensure compliance with defined SLA targets. Drive consistent retail sales growth by coordinating regular product knowledge sessions and engagement activities. Champion and accelerate the adoption of digital support platforms among SME and Small Office/Home Office (SoHo) customer bases. Lead retention and recovery efforts for Fixed Wireless Broadband (FTTB) customers within the existing enterprise portfolio. Compile and present comprehensive weekly, monthly, and quarterly performance reports regarding touchpoint metrics to senior management. Partner with internal stakeholders to foster continuous improvement in service delivery across all customer segments. Enhance Net Promoter Score (NPS), Transactional NPS (TNPS), and Relationship NPS (RNPS) by engaging relevant parties on KPI enhancement strategies. Supervise overall customer operations to ensure operational excellence. Monitor and analyze service delivery trends to proactively suggest workflow adjustments that prevent future bottlenecks. Coordinate with technical teams to ensure service strategy alignment with evolving network capabilities and product roadmaps. Establish and maintain robust feedback loops between frontline staff and strategic planning teams to refine customer experience tactics. Requirements Requirements: Possess a degree in Business Studies or an equivalent academic qualification. Professional experience in customer service management within the telecommunications or ICT industries. 5+ years of experience specifically in delivering sales training and development programs. Exhibit exceptional interpersonal abilities and strong communication skills suitable for stakeholder management and team leadership. Proven track record of successfully managing complex service operations and driving measurable improvements in customer satisfaction metrics. Strong analytical skills with the ability to interpret performance data and translate insights into actionable strategic plans. Demonstrated expertise in digital transformation initiatives and the ability to lead change management efforts within service environments.