Vice President Customer Experience and Marketing (TSTT)

Our Client, Telecommunications Services of Trinidad & Tobago (TSTT), is seeking to fill the role of Vice President Customer Experience and Marketing.

JOB PURPOSE

This job is intended to shape TSTT’s LOBs into a unified customer-centric entity through establishing and implementing support, retention, and delivery imperatives that are effective, efficient, and profitable. This includes providing leadership, overall administration and technical expertise in providing a customer experience [CEX] strategy and customer service tactics towards a robust CEX organization. It involves translating the vision of TSTT and other TSTT businesses into CX deliverables, building a culture conducive to delivering the organizations’ objectives, and developing and implementing the CX budget and annual business plan.

The Vice President, Customer Experience and Marketing is also responsible for the successful leadership and management of the organization’s strategic marketing initiatives ensuring that these activities are adequate, timely, and effective to support the accomplishment of business and commercial objectives.

DUTIES & RESPONSIBILITIES

Leadership:

Ensure that the Customer Experience and Marketing Division delivers customer-centric strategies, and that people and relevant processes are developed by:

• Develop the vision and strategy in collaboration with the CEO to guide the business in achieving its purpose and ensure that the vision and strategic plan, once approved by the CEO, permeates every aspect of the organisation.
• Provide professional advice to the CEO on all aspects of the unit’s activities.
• Ensure Internal and external issues that affect the organisation are identified and assessed and that the CEO is informed, along with mitigation and remedial strategies.
• Ensure the customer experience team collaborates with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Interact at executive/senior management level, proactively advocating for solutions and implementing pre-emptive measures to reduce customer escalations. Enabling a two-way stream with customer-facing teams through – collecting feedback from customer-facing teams to derive meaningful insights for improvements for the organisation.
• Guide teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers.

Operational Management:

• Measure and track delivery ROI related to identified transformation opportunities for customer experience along with driving a continuous process improvement culture across the organisation. Guide the marketing, branding and sales teams to align with the larger CEX strategy.
• Oversee the general management of business analysts and customer experience specialists with deep domain expertise in customer experience journeys.
• Encourage problem-solving, strategic thinking and customer orientation amongst the entire CEX team.
• Liaise with Department Heads of other teams, especially Sales, Networks and IT, and Finance to ensure customer-centricity in their respective departmental works and help deliver in accordance with the overall customer experience strategy.
• Advocate for changes in other divisions’ ways of working and cross-functionally collaborate with teams to implement change to improve overall customer experience.
• Interact at the executive/senior management level and proactively manage the customer escalation process.
• Create and implement an analytics strategy and measure for best-in-class service delivery.
• Leverage existing and additional relevant technologies for reporting and analytics across all customer-facing functions/ channels.

Strategic Marketing:

• Ensures that the company's strategic marketing activities are adequate, timely and effective to ensure that all business and commercial metrics are achieved.
• Identify target market selection, forecast industry growth and examine customer trends and buying power, including identifying opportunities, conducting consumer segmentation analyses, collecting competitor intelligence where possible, and analysing and drawing insights from relevant data to communicate insights and actionable, data-informed recommendations effectively.
• Analyse and report on performance metrics, skills in customer relationship management (CRM), knowledge of data collection methods, knowledge of maintenance standards and integrity, and ability to develop project timelines, identify scope, and create budget.

Brand Experience Management:

• Develop brand marketing strategies to build strong brand identity, influence customer choice, engender loyalty and drive improved business performance encompassing traditional, digital and event experiences, including research, logistical planning, vendor management, contract management, endorsements, and post evaluation.

Digital Communications:

• Analyse and report on performance metrics, skills in customer relationship management (CRM), knowledge of data collection methods, knowledge of maintenance standards and integrity, and ability to develop project timelines, identify scope, and create budget.

Risk Management:

• Identify and evaluate business risks and implement appropriate risk mitigation strategies.
• Ensure that the CEO is aware of the risks involved with running the operations and all respective risk mitigation activities.

Human Resource Management:

• Establish a positive and safe work environment.
• Align resources with strategic plan and annual operating plan.
• Ensure employee productivity is maximised via a conducive work environment.
• Set targets and execute annual performance reviews of business unit and direct reports.
• Ensure ongoing discipline when necessary, using appropriate techniques.
• Conduct robust performance improvement plans for all staff on an ongoing basis.

Market Intelligence:

• Develop collaborative arrangements with industry providers to assist with TSTT’s goal achievement
• Communicate with stakeholders to identify needs and wants of the varied geographical, demographical and online landscape.
• Develop and implement a communication plan to promote and inculcate CX imperatives.

QUALIFICATIONS AND EXPERIENCE

• A master’s degree in Business Administration or Marketing or related discipline.
• Ten (10) years’ experience within a similar environment, seven (7) of which must be at a senior managerial level.
• Software knowledge: Qualtrics, Medallia, SurveyMonkey, IVR & ACD platforms.
• Project Management
• Financial Analysis
• Data Analytics
• CX & CS Measurement

Closing Date: January 17^th, 2025

We wish to thank all applicants for their interest, however, only those favourably considered will be contacted.