Senior Relationship Manager, VIP & Nukhba

The Senior VIP Relationship Manage is responsible for managing VIP & Nukhba accounts, maintaining a long term relationship with VIP customers and maximizing sales opportunities within them.

• Provide a high standard of service to existing VIP customers while working to expand client base via referrals and other prospecting activities.
• Follow up on leads to assess customer needs and resources and recommend the appropriate Ooredoo Kuwait products and service solutions.
• Ensure that strong long term customer relationships are created by providing personalised value added services and experiences.
• Develop written proposals, offerings, quotes, etc.
• Play an integral role in new business pitches and hold responsibility for the effective on boarding of new VIP clients.
• Responsible for the development and achievement of VIP sales through the direct sales channel.
• Focus on growing and developing existing VIP clients, together with generating new business.
• Identify and solicit potential customers and establish rapport to understand their needs and develop selling strategies to address objections and questions.
• Estimate or quote prices, credit or contact terms, warranties and delivery date.
• Meet quality and performance KPIs with the achievement sales targets set by the management.
• Take overall responsibility for all aspects of the sales process. Manage end to end relation with VIP customers.
• Expand sales on existing VIPs by upselling and cross selling additional products.
• Act as the first point of contact for VIP customers, to answer queries and provide information about various Ooredoo Kuwait services and products.
• Follow up on more complex queries with the appropriate operational staff and ensure that the customer is provided the information in a timely manner.
• Guide VIP subscribers through various procedures such as lodging applications, maintaining a helpful and customer friendly approach to ensure high standard of service delivery.
• Activate lines for approved subscribers through the dedicated VIP facility to avoid possible long lead times in the main system.
• Follow up with new and existing VIP subscribers to ensure that the service is meeting expectations and take all opportunities to increase sales volume and profitability.
• Provide post approval services to VIP subscribers, including personalised invoicing and bill paying facilities, detailed information on new product launches, and resolution of service and technical problems.
• Follow up on overdue payments, using tact and discretion.
• Receive payments for monthly bills and new subscriptions, provide receipts and carry out a daily reconciliation prior to forwarding to Finance for ledger posting. Support other team members who have personal contacts to deal with high profile clients, also provide assistance on technical issues and relationship management as required.
• Provide on job coaching to new team members, as required to ensure that knowledge is shared and sales skills are developed.
• Consistently demonstrate a high level of teamwork through working cooperatively and effectively with other internal and external stakeholders. Participate in the annual business planning process and be accountable for all activities arising from the process.
• Maintain knowledge of all Ooredoo products and services.
• Create detailed or brief reports and presentations about the status of their accounts and business updates.
• Work on other projects as and when needed.

Bachelor's degree or Diploma in Business or a related discipline from a recognised tertiary institution.

• Required 3+ years of experience based on progression ladder in sales related to solutions or services, including at least 1 year in Kuwait.
• Previous experience in Account Management or Territory Sales and display an attitude that is key to success. Good general knowledge about telecommunications products and services.
• Strong account management and relationship building skills.
• Experience of managing elite clientele.
• Fluency in written and verbal English and Arabic.
• Strong interpersonal and relationship management skills.
• MS Office proficiency.