Change Management Senior Specialist

Job Description

In this role at CelcomDigi, you will be responsible of overseeing and optimizing the customer journey within retail environments while ensuring the alignment of strategic business objectives. The role bridges the gap between customer experience, operational efficiency, and retail strategy, requiring a mix of analytical, creative, and interpersonal skills. 

Responsibilities:
To support the strategic planning, execution, and transformation of the direct sales channel by ensuring seamless integration of sales initiatives and effective change management processes. This role focuses on optimizing sales operations, analyzing performance, and facilitating organizational changes to improve efficiency and customer experience. 

Sales Planning Strategy 
Assist in the development and refinement of sales plans for the direct channel, ensuring alignment with business objectives. 
Work closely with sales, marketing, and operations teams to integrate campaigns, product launches, and operational activities into the sales planning process. 
Monitor the execution of sales plans, providing insights and recommendations to enhance outcomes. 

Change Management and Transformation 
Support change initiatives aimed at improving the efficiency and effectiveness of the direct sales channel. 
Assist in developing change management strategies and plans, including stakeholder engagement, communication, and training. 
Act as a key point of contact for teams to address concerns and ensure smooth adoption of new processes or systems. 
Collaborate with cross-functional teams to implement process improvements and transformation projects. 

Performance Analysis and Reporting 
Analyze sales data to evaluate channel performance, identify trends, and highlight areas for improvement. 
Prepare reports and dashboards for stakeholders, providing actionable insights to inform decision-making. 
Support forecasting efforts by providing data-driven analysis to align resources and targets. 

Stakeholder Collaboration 
Partner with teams across sales, marketing, product, and operations to ensure alignment of priorities and initiatives. 
Facilitate workshops and meetings to gather feedback and promote collaboration during change and planning efforts. 
Serve as a bridge between leadership and frontline teams to ensure clarity and alignment in objectives. 

Customer Experience Enhancement 
Work with relevant teams to identify and address gaps in the customer journey within the direct sales channel. 
Support the design and implementation of initiatives to improve customer satisfaction and retention. 

Requirements:

• Bachelor’s degree in Business, Sales Management, Marketing, or a related field. 
• Certification in Change Management (e.g., Prosci, APMG) or Project Management (e.g., PMP, Agile) is an advantage. 
• 5 years or more of experience in sales planning, business analysis, or change management. 
• Familiarity with direct sales processes and working in cross-functional teams. 
• Strong analytical skills, with proficiency in tools like Excel, Power BI, or Tableau for data visualization. 
• Effective communication and interpersonal skills to collaborate with diverse teams. 
• Detail-oriented and organized, with the ability to manage multiple priorities. 
• Adaptable and resourceful in implementing change management strategies. 
• Strategic thinker and have ability to connect initiatives with business goals. 
• Strong in leadership skills to manage cross-functional teams and drive collaboration. 
• Adaptable and able to manage multiple projects in a fast-paced environment. 
• Innovative and creative in identifying and implementing automation opportunities.