Director, VIP & Nukhba

at  Ooredoo

THE COMPANY:

Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it’s a team that you can be part of.
Ooredoo’s future is bright, and you can be part of our ongoing success.

KEY ACCOUNTABILITIES & ACTIVITIES:

• Lead the Consumer Sales expansion plans through non-traditional and alternative channels by creating an affective direct sales channel through internal team and external partners.
• Develop and implement strategic market positioning and business development plans targeting mid to high value customers in Kuwait to ensure growth and sales targets are achieved in this segment.
• Act as the key contact for all Key VIP customers and coordinate activities with commercial team to ensure consistency of approach.
• Develop the process and programs that manage the end to end relation with High value customers flagged as Nukhba according to set criteria.
• Establish and develop the direct sales section with Channel partners.
• Lead all sales activities through outdoor and sponsorship events.
• Develop Partnership with VIP and Lounges across Kuwait focusing on Promoting Ooredoo high value plans within Kuwaitis communities.
• Develop the programs and Sales promotions that maintain High value customers to be connected, engaged and position Ooredoo to remain the primary line.
• Liaise with Product Development to identify market and business opportunities for further business development, and for the introduction of new products or services that meet the specific requirements of High value segment.
• Oversee the development and implementation of special customer care programs that target the individual needs of high value customers (Nukhba) and ensure customer satisfaction.
• Overlook the activities leading to enhance and expand the VIP customer Base.
• Build the Go to market strategy for new sales channel through Channel partners targeting Mid. to high value segment.
• Create end to end process for the new sales channel through channel partners including Establishment of call center activities, leads management and closing sales deals through sales force operated by Partners.
• Act as a focal point between Channel Partners and Ooredoo Finance department to handle all financial related issues for direct sales activities.
• Manage the end to end after sales activities with high value customers (Nukhba) including collection and technical support.
• Oversee the effective implementation and administration of all Sales operating policies and procedures in order to minimise risk and ensure a favourable Audit report.
• Oversee the usage of the MKT (marketing system) channel which functions to monitor free products/services, gift items and giveaways.
• Set the effective collection process to maintain clearance of old VIP base overdue amounts.
• Establish, develop, and maintain business relationships with current VIP customers and prospective customers to always generate new business to increase High value base.
• Design, selection and distribution of appropriate benefits for key High value customers to ensure continued customer engagement
• Set the programs and sales tactics that could maximises the revenue from existing high value customers and maintain targeted ARPU required from this segment.
• Provide input and participate in the development of commercial strategies to ensure competitiveness and profitability of Products.
• Develop and make recommendations for sales team incentive plans to encourage and reward increased sales efforts and revenues.
• Proactively manage and motivate the team to be highly professional and results oriented.
• Work to improve employee performance through personal coaching and identifying training and development needs.
• Ensure Individual Development Plans (IDP) are completed for all staff in accordance with Ooredoo Kuwait competencies.
• Recruit reporting staff as required.
• Conduct annual performance appraisals (Performance Management System) and ensure objectives set are monitored and achieved.
• Contribute to the Business & Consumer Sales Division communication plan through attendance of regular team meetings, the preparation of a weekly status report and attendance at team events.
• Proactively take responsibility for self-improvement by staying well informed of developments, knowledge, and innovations in relevant field of expertise.
• Share knowledge and expertise with peers and direct team.
• Other duties as directed by supervisor or other superiors.

QUALIFICATIONS:

• Bachelor’s degree in business, Marketing or a related discipline from a recognized tertiary institution.

The function of the VIP & Nukhba Director is to proactively and systematically develop new business as a contributor to consumer sales channel by developing, managing, mentoring the Ooredoo Kuwait VIP program (Nukhba) in terms of increase High ARPU customers base and retain existing base on side, and create a new Direct sales channel through external partners on the other side. In addition, function is also responsible of growing the Ooredoo Kuwait VIP & Nukhba customer Base and Enhance the Ooredoo Kuwait VIP & Nukhba Program frequently.