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Manager CE & Digitalization
du
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Customer experience strategyCustomer journey designCustomer experience designDigitalizationOnline recharge and e-shop performanceNPS and CSAT
Key Skills for This Role
Customer experience strategyCustomer journey designCustomer experience designDigitalizationOnline recharge and e-shop performanceNPS and CSAT
Full Job Posting
Key accountabilities
- Support customer journey design during development of propositions and campaigns.
- Drive segment digitalization, including online recharges, online penetration, and e-shop performance.
- Manage unified communication across sub-segments and liaise with channels to improve experience across touchpoints.
- Own customer experience-related projects and monitor customer issues, launching mitigation plans.
- Own NPS and CSAT and coordinate stakeholder action plans to improve them.
- Support customer experience strategy and identify priority areas aligned with corporate strategy and business units.
- Develop the organizational customer experience roadmap and implement company-wide transformation programs with business units and EXCO.
- Create Level 1 and segment customer experience designs across channels, including end-to-end designs and a channel authority matrix.
- Evaluate customer experience program design and quality, flag deviations, and manage guideline implementation and approvals in the PLM process.
- Create feedback loops to assess customer experience strategy and design against market performance, competition, company strategy, and industry trends.
Qualifications and experience
- Bachelor's degree in Marketing, Business Administration, or Telecom Engineering.
- 7–12 years of experience, including at least 5 years in Marketing or Customer Experience; telecom industry experience is preferred.
- Experience designing customer experience for consumer and enterprise customers.
- Five years of line management or project management experience engaging with Customer Experience themes.
- Management, leadership, networking, and telecommunications customer lifecycle knowledge.
- Ability to define typical requirements for different customer segments.
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