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17.02.2017

Senior customer experience improvement manager

Kyivstar / Киевстар
Телекоммуникации / Связь

    Responsibilities:

    • To monitor all clients loyalty indexes (NPS, CSI, CES) in main company touchpoints (products, network, call center, retail shops etc.);
    • To provide structured analytic of trends, customers pains and reasons to relevant company functions;
    • To manage regular improvement committees: get feedback from relevant functions, get action points, create overall program monthly scope, control action points implementation;
    • To create and present regular report on improvement program status and progress to TOP management and headquarter;
    • To govern and control cross functional loyalty indexes KPIs;
    • To manage workload of improvement managers team;
    • To manage workload, task list (regular and adhoc), quality performance of closed feedback loop team (CFL), that collects quality feedback from customers; to manage CFL team evolution and coaching;
    • To control performance and manage functionality evolution projects of voice of client collection system;
    • To participate in development of new services and tariffs of the Company, preparing recommendations to improve the client experience of users of these services / tariffs

     

     

    Requirements:

    • At least 3 years experience in project management/ marketing management / service management;
    • At least 1 year on managers position;
    • Organizational and management skills;
    • Understanding of loyalty indexes, customer experience principles, improvement processes;
    • Successful implemented projects in a role of project manager;
    • Communication skills and knowledge of cross-functional collaboration;
    • Strong convincible ability;
    • Empathy to people;
    • Analytical (including analysis of primary and secondary marketing information, synthesizing data, the ability to see the impact of factors on events, identify important events so as to assess risk, preparation of reports);
    • Advance presentation skills (visual design and speaker).
    • Power Point, Excell - as must
    • Advanced English - as must

     

    When applying to position, please, provide motivation letter (in English) and answer the question: why you are the right person for Customer Experience?

     

    We offer:

    • Unique experience of working the most customers beloved and largest mobile operator in Ukraine;
    • Real opportunity to increase service level standards in telco industry;
    • A competitive salary;
    • Great possibilities for professional development and career growth;
    • Medical insurance;
    • Life insurance;
    • Friendly & Collaborative Environment