CEM Consultant - Customer Experience Management - Telecoms

CN  ‐ Onsite
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Description

CEM Consultant Job Description
The objective of the CEM Consultant role includes, but is not limited to:-

  • Improving Service Sales solution success rates and competence through Telecom's CEM Consulting professional services, supporting Service Sales and Marketing projects, Knowledge Sharing and Best Practice transfer through leadership, coaching, mentoring or formal training activities.
  • Develop and articulate clients CEM Solution portfolio and value propositions matching customer requirements driving market segmentation
  • Identify add on sales opportunities during assignments and/or with existing customers and communicate to appropriate business development areas.

Deliverables

  • Build, manage and own the customer relationship, capture customer requirements and analyze customer pain points to identify and agree solution deliverables for engagement.
  • Ensure customer interests are represented and addressed during CEM Consulting engagements.
  • Support major marketing events and activities as a subject matter expert.
  • Remain current with market trends and developments to identify opportunities and produce quarterly market and Business Intelligence reports.
  • Benchmark the CEM service Solutions to improve market place performance and inform regional strategy in order to meet or exceed competitor offers.
  • Working closely with HQ and Regional sales teams, promote CEM Consulting Service offers providing marketing support and coaching as required.
  • Provide marketing and sales support to existing and prospective customers globally.
  • Produce regular summary reports to Regional and HQ staff of best practice, reference cases, gap analysis, opportunities, and key learning from engagements.

Individual requirements

  • Project and Program management
  • Organizational restructuring and maturity development
  • Knowledge Management
  • Strategy and Design of Consulting Methodologies
  • Standards and Quality systems compliance and audit
  • Data Audit and analysis capability for consulting
  • Extensive expertise in traditional Network Services, Service Quality Management and Customer experience management supported by operator or enterprise Business operations experience gained in delivery and senior managerial roles in one or more of the following competence areas
    • Customer Experience Management
      • Business Plan and Business Case Development
      • CEM architecture and standards such as TM Forum
      • Demonstrate benefits to drive Service and Revenue Assurance
      • CEI/QoE/KQI mapping, assessment and improvement Methodologies
      • End user satisfaction( NPS/CSAT/P3 ) assessment and improvement
      • End user life cycle management
      • Service quality management
      • User experience management platform deployment and integration
      • Enterprise customer service quality assurance
      • End to End Network planning and optimization
    • Technology Experience
      • Mobile and/or Fixed Telecoms
      • Network planning or optimization
      • Customer experience management system architecture
      • Experienced in BSS/OSS
      • massive Data Mining and Analysis
    • Commercial experience in Sales, business development, marketing, sales support or contract management roles
    • Business modelling, Strategy and Roadmap development and implementation
  • Consulting experience gained within a telecoms operator or vendor or an industry recognized consultancy practice.
  • Highly adaptable, goal orientated self reliant and personable, able to work under pressure in global multi-cultural, often unstructured work environments.
  • Excellent written and verbal communications skills in English with a natural ability to communicate complex concepts concisely with clarity and credibility. Chinese language proficiency is desirable but not essential.
  • Personal integrity and professionalism.
  • Able to travel extensively at short notice for extended periods, globally as required.
Start date
n.a
From
Connect 44 UK
Published at
30.05.2015
Project ID:
914286
Contract type
Freelance
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