Capabilities and Touch Point Manager

About the role

This position designs and implements a holistic service strategy for Small and Medium-sized Enterprise (SME) clients, ensuring a unified experience across Experience Centers, retail locations, service management units and digital channels. It also drives revenue growth through product education, accelerates digital platform adoption among SME and SoHo customers, and delivers performance analytics to leadership.

Key responsibilities

• Orchestrate the end-to-end service experience strategy for SME accounts across retail, service centers and digital touchpoints.
• Evaluate customer journeys to remove bottlenecks and vulnerabilities.
• Lead initiatives to achieve First Time Fix (FTF) KPIs across all service channels.
• Resolve escalations efficiently, maximizing Mean Time to Repair (MTTR) and meeting SLA targets.
• Drive retail sales growth through regular product knowledge sessions and engagement activities.
• Accelerate adoption of digital support platforms among SME and SoHo customers.
• Lead retention and recovery efforts for Fixed Wireless Broadband (FTTB) customers in the existing enterprise portfolio.
• Compile weekly, monthly and quarterly performance reports on touchpoint metrics for senior management.
• Partner with stakeholders to improve service delivery and raise NPS scores (Net Promoter, Transactional and Relationship).
• Supervise customer operations, monitor service trends and coordinate with technical teams to align service strategy with network capabilities and product roadmaps.

Required profile

• Degree in Business Studies or equivalent.
• Customer service management experience in telecommunications or ICT.
• 5+ years of experience delivering sales training and development programs.
• Proven track record managing complex service operations and improving customer satisfaction metrics.
• Strong interpersonal and communication skills, with stakeholder management and team leadership abilities.

Required skills

• Analytical skills to interpret performance data and turn insights into strategic plans.
• Expertise in digital transformation and leading change management in service environments.