Officer-Product Channel Enhancement and Engagement-Roaming

Role Purpose

The primary objective of this role is to optimize sales performance, maximize customer engagement, and oversee the end-to-end delivery of Roaming products. The position focuses on ensuring roaming offers are effectively delivered through various channels, managing the project lifecycle for new product launches, and actively resolving escalated customer issues to maintain a high-quality roaming experience.

Job Details

1.New Product PMO

Act as the project coordinator for the development and launch of new roaming products. Manage timelines, track milestones, and ensure cross-functional alignment (IT, Network, Legal, and GTM) for timely and successful market rollouts.

2.Complaint Problem Solving & Escalation

Serve as the focal point for investigating and resolving escalated customer complaints regarding roaming services. Analyze root causes, troubleshoot technical/billing issues, and collaborate with Customer Service and Network teams to provide swift and permanent resolutions.

3. Channel Optimization

Strategize and manage product placement across multiple digital and traditional channels (e.g., banner placement in myIM3, BIMA+, notification triggers, and USSD menus) to ensure high visibility.

4. Performance Monitoring

Track and analyze key performance metrics, including International Roaming revenue, Click-Through Rates (CTR), conversion rates for roaming packs, and overall channel productivity.

5. Product Acquisition

Identify opportunities to increase the uptake of roaming products through non-direct and direct channels.

6. Continuous Improvement

Identify operational gaps or technical bottlenecks in the campaign delivery process and recommend improvements to enhance channel efficiency

Qualification:

• Bachelor’s Degree is preferable.

Related Experience:

• Minimum of 2 to 4 years of working experience in the Telecommunications industry, Product Management, Digital Marketing, or Channel Management.
• Strong understanding of the telecommunications business, specifically international roaming products, eSIM technology, and digital sales channels (e.g., mobile apps, USSD).
• Good product and industrial knowledge is preferred

Skills:

• Fluent in English
• Computer/Software Literacy: Proficient in Microsoft Office (Excel for data analysis, PowerPoint for presentations). Familiarity with project management tools (e.g., Jira) is preferred.
• Excellent communication skills are required for coordinating with internal stakeholders and potentially international roaming partners.