CX Product Expert

3 days ago

Manama, Manama, Bahrain Zain Bahrain Full time

Zain is a pioneer of mobile telecommunications in the Middle East. Founded in 1983 in Kuwait, it was the region's first mobile operator. Since expanding its operations starting in 2003, Zain has grown rapidly. Read more here:

About the Role

The CX Product Expert will lead the development and execution of product and sales strategies through market research, stakeholder engagement, and cross-functional collaboration. The role focuses on driving business growth by managing partnerships, overseeing proposals and tenders, ensuring product performance, and providing technical and customer support. The ideal candidate should possess strong technical skills to resolve complex technical issues faced by customers.

What We Need From You
Education

Bachelor's degree in Business Administration, Computer Engineering, Information Technology, or a relevant field.

Experience

Minimum of 8 to 10 years of experience in technical product management, business process outsourcing, or a related field, preferably in the telecom industry.

Technical Skills
  • Technical and commercial expertise (Proposal and tender preparation)
  • Product strategy development
  • Performance monitoring and improvement
  • Sales strategy formulation and execution
  • Sales forecasting and reporting
  • Negotiation and contract management
  • Analytical and research skills
  • Project and process management
  • Customer experience tools and platforms
  • Familiarity with RFP/RFQ processes, tender portals, and compliance standards
  • Business Intelligence dashboards and data leveraging to drive performance
  • Experience with Avaya & Genesys (or related systems)
Additional Skills
  • Negotiation
  • Effective communication
Responsibilities
  • Develop and execute product strategies to reach target audiences in alignment with organizational goals.
  • Conduct market research and benchmarking to identify trends and gather customer feedback.
  • Serve as the primary contact for stakeholders, providing updates on product status, roadmaps, sales leads, and performance metrics.
  • Collaborate with vendors, partners, and cross-functional teams to meet business objectives.
  • Develop and implement sales strategies to achieve revenue targets and expand market share.
  • Build and maintain relationships with key clients, stakeholders, vendors, and partners.
  • Prepare and present sales forecasts, budgets, and performance reports to senior management.
  • Lead negotiations to secure contracts and agreements aligned with company objectives.
  • Develop and execute strategic partnerships to enhance market presence.
  • Monitor product performance metrics and utilize analytical tools for improvements.
  • Develop training materials and support sales and customer service teams for product adoption.
  • Oversee content creation supporting initiatives and solutions promotion.
  • Provide technical support and create technical documentation, including manuals and troubleshooting guides.
  • Evaluate and negotiate with suppliers and partners for pricing and quality standards.
  • Create proposals for clients and tenders, ensuring compliance and standards are met.
  • Manage the tender process from preparation to submission, adhering to deadlines.
About Application Process

If you meet the criteria and are enthusiastic about the role, we welcome your application. To complete the application, you will need the following documents:

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