QUALIFICATIONS AND JOB DESCRIPTION
Vodafone is the leading mobile telecommunications company in the world, with more than 315 million customers worldwide and presence in over 30 countries. Vodafone entered the Turkish market in 2006, and is continuing its investment in the country and its operations with great success.
- Experience in related field (7+ years)
- Good understanding of the telecoms market and drivers of customer satisfaction and advocacy
- Custemer Experience Management experience (Min 4 years)
- People Management
- 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 and/or consultancy experience is a plus
- Proven experience in working with tracking and measurement systems
- Good understanding of the telecoms market and drivers of customer satisfaction and advocacy
- Strong written,verbal communication skills&inter-personal skills both in Turkish and English
İŞ TANIMI
We are seeking an Enterprise Customer Experience Manager with the will and ambition to work in Enterprise Marketing Function, reporting to Enterprise Customer Value Management Senior Manager of Vodafone Turkey.
- Design and optimization of customer experience at all touch points as a key differantiator of Vodafone Turkey’s Enterprise Business
- 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
- Work collaboratively and constructively with Marketing, Sales, Customer Operations and Technology functions to deliver an unmatched customer experience.
- 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.
- Lead monthly Customer Experience Steering Commitees (both mobile and fixed services), ensure active enagement of all the stakeholders