Aberdeen (www.aberdeen.com) is a Marketing Intelligence Company that combines Big Data Analytics and powerful Industry Research to drive a variety of sales and marketing programs for our clients. Combining a fast-paced, entrepreneurial environment with a worldwide presence, we are a trusted brand and leading provider of marketing data products and services to companies around the world.
We are looking for a highly experienced Program Manager to support our ambitious growth plans for the Madrid Centre.
As a Program Manager, you will be responsible for the efficiency, effectiveness, and profitability of our calling operations for the accounts for which you are responsible, and you will implement processes and ensure the best utilization of systems to ensure this happens. You will accelerate the set up and delivery of programs and aligned revenue. Customer satisfaction is key to renew business and your performance appraisal will include this metric.
You will lead, coach and motivate the program calling team to ensure all KPIs are achieved at all times and the program delivers the results as confirmed with the client.
You are used to working under pressure and thrive in an environment aiming for growth.
Responsibilities and Duties
Onboarding and training of calling team in line with the program
Coaching as required and leading as example
Understanding of all KPIs relevant for the program and ensuring all team members are fully briefed on them
Listening into calls made and providing feedback for improvement
Ensure regular exchange of objections and how to handle these
Learn and share from good performers, train and coach when underperforming
Ensure daily, weekly, monthly KPIs are achieved, weekly KPI dashboard and performance review meetings
Review of leads generated to ensure they are on target
Ensure team completed all online learning and regular review
Manage day-to-day execution of global campaigns and achievement of performance KPIs (as individuals, and as teams)
Implement incentives for the team to overachieve KPIs
Provide feedback on the script for ongoing improvement
Ensure quick set up, launch and acceleration of all programs
Qualifications and Skills