Regional Country Launcher

Circles.Life is not just your digital telco provider. Since our launch, we revolutionized the telco industry by seamlessly integrating both telco and digital lifestyle services on our Circles-X platform. Over the past years, we have captured more than 5% market share in Singapore, launched in Australia and Taiwan while attaining record breaking CSAT and NPS (+50). We were voted the Top Employer in Digital Telco and also became an accredited winner in showcasing excellence in workplace culture in 2019.

**Mission**

As our **Customer Happiness Country Launcher** you are an exceptional member of the team who will support and manage the launch of a new country on behalf of a client.

As a key member of our team, your responsibilities include but not limited to**:

- Manage the end-to-end roadmaps of our B2B projects, and ensure all deliverables are completed on time
- Lead and support the Customer Happiness team to deliver an optimal performance
- Conduct market research for existing market Circles.life are operating in as well as target market Circles.life intend to enter
- Identify and address concerns in the roadmap for the Customer Happiness team, and work alongside cross-functional teams and the B2B team to ensure a smooth delivery of our B2B projects
- Participate in strategic reviews of business performance, leading several key areas as required
- Manage relationships with BPO partners and other relevant 3rd parties
- Facilitate communication and negotiation with leadership and other key strategy stakeholders, including regular reports and strategy progress meetings
- Directly report to our Customer Happiness Program Manager
- Work closely with internal teams (Operations, Product, Engineering teams etc) to design and execute an operations and implementation launch program in each market. Post launch, work to continuously analyze, solidify and optimize operations processes, focusing on delivering a locally relevant but globally consistent and delightful customer journey for clients and employees
- Adapt the business model to be culturally relevant without losing its identity

**Who you will work with**:

- Reports to: Customer Happiness Program Manager

**What's on offer?**

Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:

- Unique opportunity to be a part of innovating the telecommunications industry (Circles.Life is the only company of its kind in all of Asia)
- Once in a lifetime chance to help shape a brand from the ground up
- Autonomy in the role and in managing your own portfolio
- Exposure to the fast-paced world of high-tech start-ups
- Attractive experience and compensation
- Working with passionate, smart and driven colleagues in a vibrant environment

**Requirements and qualifications**:

- **5+ years solid management experience in **customer service and BPO vendor management with focus on top industries (telco, tech, e-commerce)
- Has a good understanding of start-up culture
- Agile and competent in adapting to changes quickly
- Has an excellent understanding of BPO vendor, performance, and customer service KPIs
- Has excellent decision-making and negotiation skills, able to provide reasonable justifications on what needs to be done.
- Has excellent planning, strategy, and execution skills needed to manage projects and daily operations.
- Has prior end to end experience on setting up teams.
- Highly adept on process improvement methodologies.
- Excellent communication and interpersonal skills with the ability to work with all levels.
- Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization

**Interested to know more about us?**
- LinkedIn | Facebook | Instagram | Twitter
- "Telco start-up Circles.Life snags funding from Warburg Pincus"
- "A deep-dive into how Circles.Life can become Singapore's unicorn"
- Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age._
- To all recruitment agencies: Circles.Life will only acknowledge resumes from agencies specifically retained for the role._