Migration Manager (Home Internet)

Home Internet is a growing market and strategically important for Smart Axiata to expand its position as a full telco provider.
The Migration Manager makes a key contribution in migration S@H customer to Fiber +, daily lead Home Internet Migration team and supervision on D2D sales and 2 Call Center Agents and specifically ensures the process, coordinate with team as well as monitoring and tracking sales team performance daily, weekly and months. 
Aside from this purpose they also play an important role to support the communication of customer’s connection installation and manage report from related department.

Migration Coordination and Delivery

• Lead the coordination and execution of migration activities for S@H customers transitioning to Fiber+.
• Establish and maintain effective processes for migration, including scheduling outbound calls, customer visits, and Fiber+ service installations for confirmed users.
• Oversee daily, weekly, and monthly tracking of migration performance, consistently implementing improvements to optimize results.

Customer Analysis and Strategy Development

• Initiate and drive in-depth analysis of user needs to prepare relevant offers, facilitating customer decisions to migrate from S@H to Fiber+.
• Request and analyze target customer data to ensure effective execution and speed in migration, including equipment deployment to new areas.
• Develop strategies and prioritize customer groups for approach, focusing on a fast migration process.

Team Leadership and Coordination

• Lead a dedicated migration team, including outbound call experts, door-to-door (D2D) sales representatives, and field engineers.
• Build and manage a high-performing migration team focused on Home Internet services.
• Collaborate closely with customer service, technical support, CLM, and the Home Internet product team to ensure a seamless customer experience throughout the migration and beyond.

Process Improvement and SOP Development

• Consistently monitor migration processes, propose updates, and implement improvements for enhanced migration outcomes.
• Develop and maintain a standard operating procedure (SOP) to meet customer demands for internet connectivity, considering geographical expansion and new service offerings.

Product and Market Insights

• Observe and respond to ISP industry trends, such as competitor pricing and internet usage patterns, to offer competitive packages.
• Prepare proposals for tariff updates and promotional offers, coordinating with the Home Internet product team to drive successful migrations.

Reporting and KPI Management

• Establish comprehensive reports to monitor daily migration and call center activities, track KPIs, and generate detailed performance reports.
• Work with the Analytics team to produce weekly reports on migration targets and performance observations.

Stakeholder Communication and Sales Alignment

• Clearly communicate sales goals, initiatives, and progress to stakeholders, including leadership and other departments.
• Coordinate communication campaigns targeting end users to support the migration plan.
• Collaborate with the Sales Operations team and infrastructure providers to ensure quick customer connections.

Training and Team Development

• Request and coordinate training programs to equip the sales team with the skills to effectively sell internet plans and bundled services.
  Continuously review customer data to identify trends in internet usage, service preferences, and churn rates to guide strategy.

Other Duties

• Perform other tasks as assigned by the 1st and 2nd line managers.

Education and Qualification:

• Bachelor’s degree of Business Administration or associate degree
• Good at mathematic
• Fluent in both Khmer and English language (Writing and Speaking)

Specific Skills:

• Highly Skilled in Microsoft Word and Excel spreadsheet (Advanced level on Excel is preferable)
• Able to work overtime and join late night operation.
• Able to work with complex systems and fast learner.
• Good communication skills in Khmer

Working Experience:

• Working experience in telecom and ISP companies (Preferable)
• Back Office support experience in telecom/ISP company
• Sales Admin in FMCG company