Manager CE & Digitalization

Key Accountabilities:

• Support Customer journey design during development of Propositions, campaigns, etc.
• Drive Digitalization in Segment including, online recharges, online penetration, e-shop performance
• Manage unified communication across sub Segment
• Act as Liaison with Channels and contribute to improvement of experience in all touchpoints
• Own Experience related projects
• Monitor all customer issues reported and launch action plan to mitigate the issues (TTs, tNPS…)
• NPS and CSAT owner. Align with different stakeholders and create an action plan to improve NPS and CSAT.
• Assist/Support development of the CE strategy and identify the CE priority areas in alignment with corporate strategy and business units.
• Support the development of organizational CE roadmap of initiatives to create full visibility, ensure efficiency and forward progress on delivery. Implement company wide CE transformation programs to achieve the CE stategy inalingment with Business units and EXCO.
• Create Level 1 Customer Experience design and supporting CE designs for each segment, across all channels and enable multi-channel authority matrix by creating E2E CE design VS channel.
• Evaluate the design and quality of department CE programs and flag deviations from design with business units support.
• Manage CE guidelines implementation in PLM process and approve from CE perspective.
• Create effective customer feedback loop to ensure relevance and performance of the CE strategy and design in the market based on competition, du strategy and industry trends.

Qualifications:

• Minimum Bachelor's degree in Marketing, Business administration or Telecom Engineering.

Experience:

• Minimum 7-12 years of experiencewith at least 5 years in a Marketing/Experience role preferably in the Telecom industry.
• Experience in designing CE for consumer and enterprise customers
• 5 years of line management or project management experience engaged with Customer Experience themes.

Skills:

• Management and leadership skills
• Excellent networking skills
• Understand telecommunications customer lifecycle.
• Ability to define the typical requirements of the various customer segments.