The successful candidate will: Compile and facilitate Global Customer RMA reporting and
analysis in support of customer contracts and management of global business and relationships
as required by Service Managers; Analyze all customer related data in support of identifying
KPI's, BPI's, forecasting and planning including revenue and repair profiling; Identify and
propose opportunities and service improvements and/or strategic developments from intelligent
analysis of Global Regional or Customer Specific data; Compile Global Strategic Intelligence
Reports with respect to: - Legislative compliance - Competitor programs - Corporate & Retail
Channel Standards - Benchmarking of RIM performance. - Best In Class solutions
(Telecommunications & Non Telecommunications); Evaluate, propose and implement any alternate
analytical programs that will improve the ability of the Global Customer Operations group to
achieve improved customer satisfaction and afford flexible support to the benefit of the
organization internally as well as customers; Develop a Scorecard Solution that supports
measurement of individual customers business monthly; Assist in the presentation of available
analytical solutions to new customers within our Business Development program; Provide
analytical support in pursuit of Value Added Service programs relative to but not limited to
extended warranties, insurance programs, upgrades and other loyalty linked programs; and
analyze global customer RMA accounts’ receivable status and facilitate weekly reporting to the
relevant service managers detailing compliance with terms of payment with respect to RMA
ESSENTIAL SKILLS AND QUALIFICATIONS
Degree level (preferably business discipline) or have demonstrable relevant work experience
gained at intermediate manager level, coupled with a track record of success.
Project Management skills.
Experience 5-7 years in a commercial, operational or customer services discipline with
experience of working in a customer focused environment.
Proven analytical skills
Financial awareness with experience of business and financial planning.
If you're driven to take wireless technologies to the next level, it's time you join the team
at RIM. We offer a challenging environment that fosters creativity and rewards excellence.
Employees also have use of our award winning BlackBerry!