Mission / Core Purpose of the Job
The Senior Specialist – Enterprise Engagement Services is responsible for supporting the commercial success and lifecycle management of enterprise engagement products across digital channels such as bulk SMS, WhatsApp bots, chat wallets, and mobile platforms.
The role provides strategic input, drives execution, and collaborates with sales and product teams to remove barriers for consumer engagement, ensuring enterprises can seamlessly interact with their customers. The role balances market-facing sales support with back-end product development and optimization, with a 70% focus on engagement services solutions.
Key Activities and Responsibilities
Strategy Input and Implementation
•Provide input into and execute the Enterprise Engagement Strategy to drive sustainable business growth and market expansion. •Contribute to the identification of new business opportunities by analyzing customer needs and industry trends. Act as a subject matter expert across ICT, Mobile, and Digital Engagement platforms, identifying trends and translating them into opportunities. •Assist in the development of customer engagement frameworks that enhance solution co-creation. •Participate in cross-functional collaboration to ensure alignment between business development, product teams, and customer service functions.Commercial Enablement & Revenue Contribution
•Identify, evaluate, and develop new business opportunities that drive revenue and enhance market positioning. •Support sales teams with pre-sales engagements, product demos, and technical advice to drive customer acquisition. •Drive a consultative sales approach, ensuring that engagement efforts translate into long-term customer value and revenue growth. •Establish and maintain strategic partnerships with enterprise customers, industry leaders, and key stakeholders. •Leverage data analytics and market intelligence to identify emerging trends and inform business development initiatives.Product Lifecycle Support and Customer Engagement
•Assist in managing the end-to-end lifecycle of digital engagement products including bulk messaging, chat bots, and customer interaction tools. •Work closely with enterprise customers to co-create tailored solutions that address their specific business needs. •Ensure alignment between customer requirements and internal product development roadmaps to enhance solution offerings. This may also include working with marketing and sales enablement to create collateral and case studies that showcase business value. •Track product performance and customer feedback to inform product enhancements and roadmap planning. •Collaborate with product owners, developers, and operations to ensure platforms are stable, scalable, and fit-for-purpose. •Champion ease of communication between businesses and their customers by enabling intuitive and frictionless engagement experiences. •Identify and help remove technical and process barriers that limit adoption or effectiveness of enterprise messaging solutions.Budget, Cost Control & Reporting
•Optimize operational expenses while maximizing revenue generation. •Manage, monitor and control the budgetary needs for Programmes/ Projects in line with business objectives. •Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. •Monitor costs and determine initiatives to increase efficiencies and optimise resources - maximise cost/benefit ratios .Where relevant, ensure Vendor and IT costs are effectively managed
Sales Pipeline & Revenue Forecasting
•Monitor adoption and usage of engagement products to contribute to revenue forecasting and tracking. Provide regular financial reporting and forecasting on platform performance. •Provide input into end-to-end sales pipeline management, ensuring proper tracking, opportunity qualification, and conversion. •Develop and execute strategies for accelerating deal closure and maximizing revenue generation. •Assist with the implementation of revenue forecasting models, ensuring accuracy in financial planning and business decision-making.Governance, Policies and Procedures
•Develop and enforce governance policies and procedures to ensure compliance with corporate standards and regulatory requirements. •Implement risk management strategies to identify, assess, and mitigate business risks. •Maintain accurate and transparent documentation of business activities and decisions. •Conduct regular reviews and audits to ensure adherence to regulatory and governance policies.People & Culture Management
•Set integrated goals and objectives for the team in order to achieve a future-focused, future-fit high-performing organisation. •Enable and model healthy employee relations and collaborative teamwork. •Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors. •Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment •Create and implement personal development plans. •Define the KPAs and KPIs that will be cascaded down to direct reports. •Manage Performance and identify training needs. Coach and guide subordinates. •Share deep domain knowledge and expertise with peers, helping them understand complex concepts and best practices in the Business Line, fostering knowledge transfer amongst peers. •Where required, lead formal and informal training sessions on specific platform management tools, processes, or methodologies. •Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management. •Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’ behaviour. •Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.
Education
•Minimum of 4-year tertiary degree in related fieldExperience
Minimum 7 years experience in enterprise sales, business development, or customer engagement within the ICT, telecom, or digital solutions industry.
•Demonstrated experience in developing and executing strategic business plans with measurable impact. •Proven ability to lead complex enterprise engagements and deliver revenue growth. •Experience in managing sales pipelines, revenue forecasting, and customer-centric solution development. •Strong leadership experience in managing cross-functional teams and driving business transformation. •Product development and client-facing sales support •Product lifecycle management and service supportSkills
•Experience CORE Mobile (Voice Data •ICT (e.g. Fibre, Security) •Engagement Services •Platform analytics and reporting •Consultative Selling & Enterprise Solution Sales •Sales Pipeline & Opportunity Management •Negotiation & Deal Structuring •Customer Relationship Management (CRM) Systems