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Post Name: GM, Cluster Experience, Physical Operation, Customer Experience (Ref 21.8.2024)

Vacancy: N/A

Description

Discover Robi Axiata PLC.

Robi Axiata Limited, the second-largest telecom operator in Bangladesh, is a public limited company with majority shareholding by the Asian telecom giant, Axiata Group Berhad, based in Malaysia (61.82%). Alongside public shareholders (10%), global telecom leader Bharti Airtel, headquartered in New Delhi, India, holds 28.18% of the company’s shares. Serving close to 60 million subscribers, Robi stands at the forefront of telecommunications innovation, offering cutting-edge 4.5G and pioneering 5G services. Our commitment to sustained investment has created a robust telecom infrastructure, delivering innovation across urban and rural areas, enabling the country’s digital transformation, and supporting the growth of a Smart Bangladesh.

Join a Workplace That Values You

At Robi, we believe in nurturing talent and fostering a culture of inclusivity and excellence. We prioritize employee growth and well-being, offering a dynamic work environment where creativity and innovation thrive. Our core values, Obsession for Customers, Courage for Change, and Passion for Collaboration, guide us in constantly raising the bar for ourselves and ensuring we deliver the best for our customers and communities. Our comprehensive benefits, professional development programs, and supportive workplace culture reflect our dedication to making Robi not just a place to work, but a place to grow and succeed.

Role Overview

The role is responsible for leading the Cluster Experience team and ensuring best in class service delivery as well as sales for both the brands (Robi & Airtel) from the flagship retail stores and doorstep service channel across the country.

• Develop strategies for managing and driving the Robi & Airtel Flagship stores across the country and other alternative physical channels (doorstep service, self-service kiosk etc.) aligning with the company goal.
• Ensure effective and efficient implementation of the plans collaborating with regional teams, other relevant CFTs and external partners such as vendors, labor office, local government, LEA and regulatory authorities etc.)
• Enhance customer experience by ensuring superior service delivery from Robi & Airtel flagship stores and other alternative physical service touch points
• Actively support and drive various strategic initiatives of the company and ensure strong service brand visibility across the country.
• Monitor teams’ sales performance, store KPIs and other customer experience KPIs (NPS/CSAT/ICE) and ensure timely achievement of targets.
• Prepare and manage budget for the channels and improve the profitability through continuous improvement.
• Coordinate with cross functional teams to ensure adequate supply of product inventory, relevant products and other necessary support to meet the customers’ demand and business goals.
• Facilitate new roll out, relocation, modernization or digitization of touch points based on business need.
• Ensure compliance to the policy, process and regulatory guidelines in all flagship stores and other alternative physical channels.
• Select and manage the third-party managed service partners as per the agreement.
• Ensure proper monitoring of managed service resource’s performance and on time payment as per the agreement.
• Manage and expand the doorstep service footprint in the potential areas across the country.
• Enhance revenue and profitability of the centers by establishing and managing strategic partnerships with relevant cross-industrial business entities.

Equal Opportunity Employer

Robi Axiata Limited is proud to be an equal opportunity employer. We embrace diversity and provide equal opportunities to all employees and applicants for employment without regard to gender, race, color, religion, or any other characteristic protected by law. Our ambition is to build teams and business functions that respect different perspectives and celebrate every individual, every day.

In Accordance With Applicable Law, Robi Axiata PLC

• Provides equal access to company facilities, services, and employment opportunities.
• Treats all applicants and employees with dignity and respect, offering the same access to opportunities.
• Seeks out and listens to concerns and provides reasonable accommodations when appropriate.

Join Robi and be part of a team that values your unique talents and perspectives, driving innovation and growth in Bangladesh and beyond.

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Company Information

Robi Axiata Limited