Customer Experience Manager

Vodafone Telekomünikasyon A.Ş

Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.

• Experience in a commercial field, i.e.marketing, product management or customer facing functions preferably in the telco industry and/or consultancy experience (6+ years)
• Fixed business experience (2+ years)
• Expertise in Leans Six Sigma and business improvement methodologies, Business Process Management
• Change management and project management experience
• Stakeholder management skills
• Cross-functional team management skills
• Creative problem solving skills
• Multi-task management
• Problem solving & decision making
• Results-driven and delivery-focused
• Insight driven. Analytic and out-of-the- box thinking skills
• Excellent communication and presentation skills
• Initiative taker

İŞ TANIMI

We are seeking a Customer Experience Manager (Fixed) with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting  Head of Customer Experience  of  Vodafone Turkey.

The accountabilities of this role are:

• The purpose of the role is to lead all customer experience measurement, design, improvement and governance efforts in order to deliver seamless customer experience to Vodafone customers across all fixed business touch points:
• E2E customer journey design of major propositions in fixed business domain
• Design and optimization of customer experience and measurement frameworks (Net Promoter Score - NPS). Ensure timely and accurate execution of ongoing customer satisfaction surveys
• Analyse various market insights (NPS results, churn surveys, various internal metrics etc), interpret them and identify customer turn offs and critical improvement areas
• Lead/coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement
• Work collaboratively & constructively with Marketing, Sales, Customer Operations, Technology functions. Drive alignment with internal stakeholders around delivering the branded fixed business experience, and help to streamline this delivery
• Act as a knowledge centre for expertise, best practices and methodologies relating to fixed customer experience
• Build up necessary customer experience governance  mechanisms and ensure proper execution and active engagement of all the stakeholders
• Planning, delivery and governance of (fixed business) CARE initiatives