The Customer Experience Manager will be a change agent who will work with the cross-functional leadership to embed a customer-based culture across the company and ensuring that all business decisions and priorities are made with the customer at the core.
Primary Accountabilities
•Management of dispatch and field service operations of the Consumer business.
•Provides the communication and change management oversight to the transformation into a service led company in country
•Provides strategic operational insight into driving customer excellence at all customer touch points
•Drives the need for IT to play a large role in driving process improvement, efficiencies and enhancing the experience to achieve objectives
•Oversees business information and analytics to support customer experience and marketing insights
•Testing of all consumer products and processes to ensure revenue assurance and quality of service experience.
•Leadership of billing query management to ensure billing information is presented efficiently while also managing non-standard billing queries from
Sales Manager
•Drives cross-functional business improvement initiatives
•Leading evangelist and spokesperson for the customer voice
•Developing service and support strategies to improve customer service and earn loyalty
Qualifications/Requirements
•7 years proven experience in business roles, ideally in telecoms / technology industries.
•Experience in managing teams directly and indirectly both in back office and out in the field.
•Confident and comfortable when working with executives, senior level management, external partners and external customers.
•Ability to negotiate, influence and build credibility internally
•CEMprocess improvement
•Strong understanding of business intelligence tools and techniques
•Ability to use IT to improve efficiency and enhance the customer’s transaction/ experience
•Experience with call center/help desk management
•Strong change agent with strong communication and analytical skills
•Track record in understanding and presenting data and success metrics
•Excellent communicator, including written, verbal and presentation skills
•A passion and enthusiasm for the customer with the ability to listen, learn, and adjust to current requirements and adapt to evolving expectations.
•Highly developed interpersonal skills required to drive buy-in and participation in new programs.
•Proven ability to work through to solve extremely complex problems where analysis of situations requires evaluation of intangible factors
Key Behaviours
•A strategist who understands the significance of extraordinary customer service and implements frameworks to evaluate and improve customer services.
•Drives accountability and responsibility through to their team. Delegates successfully and communicate openly and effectively.
•Demonstrable experience in developing strategic market research roadmaps
•Must possess passion and drive, and ability to transmit it to others in the organization
•Bias for action and results
•Balances strong knowledge in information technology, telecom, and mobility