Customer Service Operations Manager – Telco

My client is one of the leading providers of innovative service for online entertainment that provide an online TV platform offering premium Arabic, Greek and Italian channels that gives subscribers the ability of total control over their entertainment.
They are currently looking for hire a Customer Service Operations Manager
The Manager – Sales, Marketing & Operations, will play a pivotal role in shaping the future of the organisation. You will have the primary responsibility of managing a Customer Service team of 6 as well for all aspects associated with maintaining and advancing the subscription sales and executing the supporting marketing strategy and managing the day-to-day operations. You will have a great understanding of various cultures with a focus on the Arabic, Greek and Italian communities with a broad network.
The Role

• Lead the creation, development and execution of sales strategy designed to retain and grow the premium subscriber base in the key language segments of Arabic, Greek and Italian.
• Management of CSR team to maximize sales support service, customer retention and acquisition through a set of quarterly KPI’s linked to a sales incentive program
• Achieve annual sales objectives as set forth by management
• Prepare accurate sales and pipeline forecasts, and other sales reports are required
• Maintain all information pertaining to customer data
• Digital Marketing Campaigns: Create and manage effective digital marketing campaigns across platforms like Facebook, Google, and other relevant channels. Develop strategies to maximize ROI and drive traffic, conversions, and sales.
• Email and SMS Marketing: Implement and manage email and SMS marketing campaigns, focusing on customer engagement, retention, and conversion optimization
• Analyse marketing data and metrics to assess campaign performance and customer behavior. Make data-driven decisions to optimize marketing efforts and improve overall performance.
• Manage activities of Administration manager for timely reporting of key business data points

Ideal Candidate:

• Previous experience managing a Customer Service team
• Experience motivating and traing a Customer Service team
• Proven track record in generating sales through ecommerce platforms, with an understanding of the e-commerce landscape.
• Demonstrated experience in day-to-day business operations.
• Experience or exposure to digital marketing campaigns, including paid advertising and organic growth strategies
• Business level Arabic, Italian or Greek an advantage but not essential
• Strong strategic thinking and the ability to develop and execute marketing plans that align with business objectives.
• Excellent communication and collaboration skills, as you will work closely with the founding team.
• Friendly, approachable, and self-motivated to work in an autonomous space.
• Broad multicultural network and connections

Carter Murray is part of The Specialist Recruitment Group PTY LTD, which is acting as an Employment Agency in relation to this vacancy.