Customer Experience & -Engagement Transformation Manager (f/m/d) @ A1 Group Market & Sales Center of Excellence

We are much more than just a telecommunications provider and are constantly striving to develop. We are working in cross-functional/domain teams where competence and knowledge sharing, feedback and a strong focus on delivering towards our commitments is critical. The network organization is about building a diverse, self-determined and innovative working environment. Be part of it!

Following A1 Group strategy, the area of Marketing & Sales Excellence is responsible to accelerate Operational Companies' (OpCo) commercial performance in B2C by bringing & driving Innovation and Transformation to become a fully customer centric company in marketing & sales.

We accelerate commercial performance of the Opcos with

• Information and transformation know how
• data and innovation made executable
• support OpCos in special topics on demand to accelerate in defined areas (sales, go2market strategies, churn reduction, etc)

Our strategies create revenue and a solid base for future growth (NPS + digital affinity) for the operations. Proliferation of innovative approaches along the customer lifetime journey while offering to every customer a well-designed, personalized, and seamless end to end experience will drive OpCo commercial success.

Job Purpose

Together with the OpCos you drive & consult to execute our vision to become a fully customer centric company to stay relevant for our customers by providing a high level of personalization. By using technologies like AI, a maximum level of automation in marketing & sales processes including self care availabilities we provide our customers a seamless end-to-end experience to increase customer lifetime value and number of loyal subscribers.

The job of a Transformation Manager for OpCos is dynamic and multifaceted, requiring a combination of strategic vision, change management skills, martech-, data- and customer journey E2E hands-on expertise, and leadership capabilities to drive successful transformation initiatives across Opcos in a trustful environment.

What you do

• You are part of the Market & Sales Center of Excellence team where you develop and execute strategies to transform marketing and sales processes across OpCos to adopt a customer-centric approach. This involves understanding the current landscape, identifying areas for improvement, and devising a roadmap for change together with OpCos.
• You conduct comprehensive assessments of relevant OpCo processes, systems, and strategies to identify opportunities for customer-centric transformation.
• You act as a topic lead for the topic of transformation within the Market & Sales Center of Excellence with focus on defined OpCos and work closely together with other Group topic leads to develop a proposal for an OpCo strategy (way of work, martech stack, tools, data, etc).
• You will be bridging the gap between the different altitudes of strategy and execution and ensuring that these are in sync. You ensure that Group strategy is fully understood on management level and operational level in our OpCos and will act as a central knowledge hub to guide & spar with the countries during the activities.
• You provide strategic guidance and actionable recommendations based on OpCo- and industry best practices and emerging trends in customer-centricity.
• You provide guidance to OpCo Teams, empowering them to embrace the customer-centric mindset and adopt relevant tools and methodologies. Mentor and coach team members to enhance their skills and capabilities.
• You foster a culture of continuous improvement by soliciting feedback from stakeholders, monitoring industry trends and best practices, and iterating on strategies and processes to stay ahead of the curve.
• You develop and maintain strong relationships with key stakeholders at all relevant levels, serving as a trusted advisor and leader in the transformation progress.
• Establish a transparent way of work between Group and OpCos: Develop and maintain regular reporting mechanisms to track progress against transformation goals and objectives. Present findings to senior management and stakeholders, highlighting successes, challenges, and areas for improvement.
• You track and measure the impact of agreed customer-centric initiatives on key performance metrics and provide regular progress updates and insights to stakeholders.

What you offer

• Master's degree in business, economics, management, product/tech development in combination with computer science, or another related field. A graduate degree or relevant work experience is preferred.
• Min 5+ years of hands-on/expert experience in a relevant area of automated digital marketing and sales (ideally with leading experience) in an intercultural environment.
• Advanced data management & analytical skills to understand data behind customer journeys and drive decisions based on customer feedback data (Sandsiv, CDP platforms, etc).
• Advanced knowledge/experience in the areas of Marketing & Sales Automation strategy and the implementation of technical solutions (Azure, Exoscale, Salesforce, Deselect, etc)
• Professional knowledge on strategy building and translating this into actionable items
• Ability to perform efficient and effective stakeholder management and interaction: Experienced in communication different levels/areas of the organization and fluent in English, strategic Storytelling is a plus -> impulses to give motivation for execution.
• Proven track record of leading successful customer-centric transformation initiatives in complex organizations incl. a "hands-on" personality and proactive attitude
• Excellent verbal and written communication skills in English (at least level B1/B2), speaking a language of one of the countries in our footprint is an advantage.

What makes you unique

• Open-minded & value-oriented with a passion for Customer Experience, Customer Feedback, Customer Centricity, Data Analytics & KPIs
• You are a digital native and enthusiast who cannot imagine how to work without technology in marketing & sales.
• High level of self-responsibility & flexibility
• Solution-oriented thinking and enjoy developing innovative digital processes and disruptive ideas
• Team-oriented and open-minded for working in a changing environment
• Striving for constant learning,
• Flexible but goal-oriented
• Curiosity about new ways of learning and working

What we offer:

We build on our expertise with constant learning, offer an open environment for every individual and provide flexible working time and office arrangements. We invite you to join us in this new world of work.

The minimum annual gross salary for this position according to the current collective agreement is EUR 52.000,-. The actual annual salary depends on your skills and experience.

Unser Mindset

Wir bei A1 wollen mit den Besten zusammenarbeiten und glauben, dass Talent keine Norm hat.
Wir nehmen Menschen mit auf unsere Reise, von denen wir lernen können und die uns täglich inspirieren, die Zukunft digitaler, nachhaltiger und inklusiver zu gestalten.

• Frauen in IT & Technik
• Umweltfreundliche Lösungen
• Chancengleichheit & Diversität

Zukunft ist, was du draus machst!
#MakeItHappen

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