Foundever - Brand Champion

Overview

The Brand Champion is a high-energy, on-site role requiring 310 years of total experience, focused on driving internal brand advocacy and product expertise within the Customer Service Representative (CSR) teams.

Based in Airoli, Navi Mumbai, this position operates on a 5-day working schedule, covering US Shifts within a 24x7 operational window.

The incumbent will be critical in translating the Telecom brand core values and strategic initiatives into tangible performance improvements and enhanced employee engagement.

Job Summary

We are seeking a dynamic Brand Champion with 3-10 years of experience to serve as the internal advocate and subject matter expert for a major Telecom brand. The role involves continuous education of CSRs on core values, building brand recognition, and providing timely, exciting updates on new products, pricing, promotions, and incentives. Success requires strong communication, an ability to educate and engage large groups, and deep knowledge of the Telecom brand's positioning.

Key Responsibilities and Brand Advocacy Deliverables

• Brand Education and Core Value Propagation : Educate CSRs on Telecom brand core values and strategic positioning to ensure consistent brand messaging in every customer interaction.
• Brand Recognition and Loyalty : Build Telecom brand recognition internally by successfully promoting why Telecom is the brand of choice over competitors, fostering enthusiasm and loyalty among the frontline staff.
• Subject Matter Expertise (SME) : Serve as the subject matter expert by providing real-time, detailed information, energy, and excitement around all new products, pricing, promotions, incentives, and other key strategic initiatives.
• Performance Enhancement : Strategically align brand knowledge with sales and service metrics to help Increase performance across the CSR team (e.g., attach rate, resolution time, customer satisfaction).
• CSR Experience Enhancement : Implement engaging and innovative educational strategies to Enhance the CSR experience, making learning about the brand and products enjoyable and rewarding.
• Brand Awareness and Knowledge : Design and deliver content to effectively Raise brand awareness and knowledge among all customer service staff.

Mandatory Skills & Qualifications

Preferred Skills

(ref : iimjobs.com)