Customer Experience Manager (m/f) Telecommunications

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Customer Experience Manager (m/f) Telecommunications

Referenz-Nr.: 15616/001

Ort: Vienna

Anstellungsart: Permanent

Firmenprofil

Our client is an exciting start up providing services to telecommunication companies on a globa scale. Our client is well-funded with an aggressive growth strategy and Michael Page is responsible to recruit a high performing team across Europe.

We are seeking a talented Customer Experience Manager, Austria of our market disrupting subscription-based service, which we are launching across Austria. We are a fast-growing business with an aggressive growth strategy, delivering innovative products to our partners and we are building a high performing business across Europe.

Reporting directly to the Regional Customer Experience Director with a dotted reporting line to the Account Manager Austria based in Vienna this role will have primary responsibility for helping deliver, build, and support key CX initiatives and helping craft a world-class experience for our customers and clients. This person will be hands-on in socializing, reporting, and implementing CX best practices (e.g. Journey Mapping, Customer Insights and Validation, etc.) into our products, service designs and existing processes. This role will interface clients, outsourced call center vendors and with internal partners including Exec-level business leaders, partner teams, product and service managers, technology directors, and market research teams in helping to discover opportunities and embed CX methodologies, approach, and requirements into our solutions and daily operations.

The best candidate for the role will have a focus on the end-to-end customer experience, ability to build, optimize and demonstrate the value and benefit of CX, and ability to work efficiently and effectively in a fast-paced environment across a variety of initiatives simultaneously. You will be required to communicate findings quickly and crisply, and partner with various business and client services groups, product and design teams and technology departments to successfully act upon those ideas. You will need to have strong data analysis skills, ability to support and lead projects, a bias for action, and a passion for creating simple, meaningful and measurable experiences for customers and clients.

As an experienced Customer Services Manager you will be able to successfully navigate in a cross functional global matrixed environment, potentially manage team workflow and output, and provide clear, concise team status including visualizations demonstrating approach, data/research results, plans and timelines.

Aufgabengebiet

  • Deliver CX findings from surveys, research, and other sources to an audience that includes senior level team members
  • Leverage data and feedback to identify opportunities to improve or expand the customer experience
  • Investigate and determine causes of customer experience 'pain points' and problem solve with other appropriate teams to mitigate adverse impact
  • Provide compelling and meaningful recommendations to partner teams in support of the customer experience
  • Act as point of escalation for customer complaints and expedite resolution resulting an excellent customer experience.
  • Accountable for NPS across the customer lifecycle, including episodic NPS.
  • Demonstrate the CX mindset and methodology through internal communications, training and development opportunities and customer storytelling
  • Work with internal stakeholders to assess customer experience efforts for ongoing opportunities to improve operational efficiencies and collaborate on execution
  • Take an active role in the CX experience reviews
  • Assist with the coordination and execution of customer experience design workshops
  • Build cross-functional partnerships at various levels of the organization to help turn CX findings into Product/IT/Operational execution

Anforderungsprofil

  • Degree in business or related field preferred but not required
  • Must be a self-starter, able to work with ambiguity in a fast moving business
  • 3+ years of experience with marketing, product/service design or related customer-focused function required; experience with digital/web/chat/contact center customer interactions essential
  • Experience using data analysis tools and using analysis to form action plans and/or insights for recommendations
  • Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook)
  • Strong verbal and non-verbal communication skills
  • Desire for problem solving and delivering results
  • Collaborative personality balanced with a drive to deliver excellence for customers
  • Fluent German and English

Vergütungspaket

An outstanding opportunity to accompany the launch of a global telecommunication services provider in Austria on a fulltime unlimited contract. The salary package starts from 3.900 EUR per month.

Kontakt

Wir freuen uns auf Ihre aussagekräftige Bewerbung unter Angabe Ihrer Gehaltsvorstellung und der Referenznummer 15616/001. Ihre Bewerbung wird an den zuständigen Berater weitergeleitet. Bitte beachten Sie: Um eine schnelle Bearbeitung Ihrer Bewerbung sicherzustellen, bitten wir ausschließlich um Online-Bewerbungen.

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