Customer Experience Associate Manager

Vodafone Telekomünikasyon A.Ş

• Experience in related field (2+ years) (Good understanding of the telecoms market and drivers of customer satisfaction and advocacy)
• Bachelor degree, master degree is a plus
• Project management and analytical thinking skills
• Multi-task management
• Problem solving & decision making
• Results-driven and delivery-focused
• Analytic and out of the box thinking skills
• Experience in a large multinational company Consultancy is a plus
• Proven experience in working with tracking and measurement systems
• Strong written,verbal communication skills&inter-personal skills both in Turkish and English

İŞ TANIMI

• Design and optimization of customer experience at all touch points (Customer Operations, Sales, Online, Network etc) as a key differantiator of Vodafone Turkey
• Drive market research department and research agencies to ensure timely and accurate execution of ongoing customer satisfastion surveys (Net Promoter Score)
• Analyze various market insights (Net Promoter Score results, churn surveys, internal metrics etc), interpret them and identify critical improvement ares from customer experience point of view in order to trigger service improvement initiatives
• Lead/coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement that will ensure sustainable growth of enterprise business
• Work collaboratively and constructively with Marketing, Sales, Customer Operations and Technology functions. Drive alignment with internal stakeholders around delivering the branded experience, and help to streamline this delivery
• Demonstrate analytical thought and problem solving to bring innovative propositions to solve complex business challenges
• Act as a knowledge centre for expertise, best practices and methodologies relating to customer experience.
• Contribute to monthly Customer Steering Commitees, ensure active enagement of all the stakeholders