Telemarketing Head

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 99,250 employees, SGS operates a network of over 2,700 offices and laboratories around the world.

Reporting: Division Manager

Primary Responsibilities:

Generally responsible for the determination of the demand for services offered by the company and its competitors and identify potential customers. Develop marketing strategies with the goal of expanding the company’s business or maximizing profits or share of the market while ensuring the company’s customers are satisfied. Oversee service development or monitor trends that indicate the need for new services.

§ Planning – analyze market opportunities, develop sales and marketing strategies, plan and initiatives for the actual movement of SGS services of the various business sectors to the customer. Coordinate sales distribution by establishing industry and specific client targets, territories, quotas, and goals.

§ Execution – oversee sales lead and call management, key and non-key account initiatives (visits, presentations, etc.), and special marketing and sales events; coordinates with Corporate Communication on any PR and Ad initiatives

§ Reviewing – periodically checks cost efficiency, sales lead and call effectiveness, customer satisfaction rating and overall sales performance; produces and analyzes sales statistics to determine sales potential and service delivery requirements and monitor the preferences of customers.

§ Sales Process Standardization – ensures the standardization and implementation of sales policies and processes and client engagement procedures

§ Training – ensures that Sales and Marketing Executives (SMEs) have the necessary training and competences to do their jobs.

§ Sales and Marketing Information Management – oversee the development of sales and marketing information that will help us monitor sales performance and client engagement as well as produce information and analyses that will guide decisions in expanding markets, serving the customers better, and assigning responsibilities to the SMEs.

§ Cross Selling and Service Bundling – responsible for exploring opportunities for cross-selling and service bundling whenever the opportunity arises either through the design of sales, marketing or customer program or the training and objective settings for the sales team.

§ Sales and Marketing Executives Managements – oversees the SMEs’ performance and sets their direction in close coordination with the concerned business manager in relation to the items listed above

Specific Responsibilities:

Conduct orientation sessions and arrange on-the-job training for new hires.

§ Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.

§ Develop testing and evaluation procedures.

§ Conduct or arrange for ongoing technical training and personal development classes for staff members.

§ Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.

§ Develop and organize training manuals, multimedia visual aids, and other educational materials.

§ Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

§ Analyze training needs to develop new training programs or modify and improve existing programs.

§ Review and evaluate training and apprenticeship programs for compliance with government standards.

§ Train instructors and supervisors in techniques and skills for training and dealing with employees.

§ Coordinate established courses with technical and professional courses provided by community schools and designate training procedures.

§ Prepare training budget for department or organization.

Education: College graduate (any 4-year business course)

• § Experience: At least 3 years as a supervisor of sales, marketing and/or customer service preferably in the industries SGS serves.

Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

§ Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

§ Project Management – knowledge of principles and methods in planning, organizing, managing resources and working through constraints to bring about the successful completion of overall and specific project goals and objectives.

Business Development – the knowledge and ability to gather intelligence on customers and competitors, assess marketing opportunities and target markets, create business models, plans and proposals, and generate leads for sales with the ultimate objective of growing the business enterprise.

§ Knowledge in Microsoft Excel, Microsoft Word, Microsoft Powerpoint and Sales and Marketing software

§ Core competencies, People Development, Entrepreneurial Skills, Organizational Sensitivity, Analysis/ Problem Assessment and Planning & Organizing/ Work Management.

Language:

§ Fluent in English (both written and verbal).

§ Knowledge in other foreign language is an advantage.