Customer Engagement Program Manager

Job title: Customer Engagement Program Manager
Contract type: Temp/Contract
Location: Singapore
Salary: $100 - 150 k
Start date: 28-04-2021
Reference: en-64296 - PR/052267
Job Reference: 52067
Contact details: Rajan Jothee
Contact email:
Job published: 20 days ago


This role is responsible to ensure a smooth planning process to execute on strategies that have been decided for the various scale engines servicing the business segments. Operational and execution excellence is key, and this includes getting all stakeholders to align on the expected outcome, agree on the approach to be taken, the right resources provisioned, and programs aligned. There will be times where troubleshooting is required, and corrective measures be put in place should the progress of a campaign strays from the original objectives. The role is responsible for coordinating all the required actions with the relevant stakeholders to achieve the business goals and ROI targets.

Program Management

Aligns all Marketing business partner to ensure they deliver on time all BOM to deliver on the quarterly revenue targets

Contact person for Demand Response Queues for non-Managed Customers.

Plan quarterly Kick offs, QBU

Sales targets, Pipeline Targets, specific scorecard actions

Campaign deliverables: Marketing Offers, Partner Offers, BOM

Vendor Management

Key Contact Person for New Requests for Purchase for vendor

Ensures that annual Statement of Work (SOW) agreements are signed with each vendor.

Guides the Inside Sales Vendor Managers in implementing a pay-for-performance model with their vendors that is consistent with the segment priorities, rewards exceptional results and penalizes poor performance.

Team Execution Guidance

Ensures that sales opportunities are managed effectively: creation, progression, distribution, closing and deployment.

Ensures that vendor team in SMB knows how to engage in value-add conversations with customers that result in the completion of each account’s Account Discovery & Profiling.

Oversees the inside sales managers to ensure their teams build healthy pipelines and sales strategies.

Successful Sales Excellence Processes

Establishes clear metrics and deliverables expected from vendors who supply the inside sales resources.

Ensure that all Tele-managed partners have a business plan that contains at a minimum Conditions of Satisfaction.

Makes sure that Territory Channel Manager are engaging the best partners for driving opportunities and provide support on customer-facing sales activities and opportunity management. The TCM is responsible to build the right channel to deliver on SMB Quota.

Effective, predictable business

Keeps the pipeline realistic in terms of the pipeline revenue goals and monthly opportunity creation number target.

Uses the Agent Productivity Report to manage the team using pre-defined metrics to compare individual and team performance.

References the Tele Effectiveness Dashboard and provides feedback to subsidiary management and corporate that helps explain the metrics.

Well Developed Team and Team Members (internal and external)

Ensures that all inside sales representatives receive all communication, training, and tools needed to perform their jobs at exceptional levels.

Makes sure that all Readiness and Product training materials are available to the team.

Develops and applies appropriate metrics to assess the effectiveness, using a standard scorecard as well as group and individual specific metrics.


At least 5-7 years of experience within Inside Sales, Telesales (vendor) or direct solution selling.

Experience within the SMB market or Corporate market

EA: JAC Recruitment Pte. Ltd.
EA Licence: 90C3026
EA Personnel: R1982475
EA Personnel Name: Rajan Jothee