PURPOSE OF THE ROLE

To foster customer loyalty through high-quality interactions at each step of their journey. The Customer Experience Manager is responsible for improving the experiences customers have with Ooredoo, with the goal of increasing customer satisfaction.

ROLE ACCOUNTABILITIES

Customers
• Responsible for ensuring that each of the customer interaction points is capturing information relating to the customers satisfaction.
• Responsible for implementing and managing continuous improvement and Voice of the Customer (VoC) feedback mechanisms.
• Responsible for reporting on CSAT results and ensuring measurable actions are in place to rectify inadequate user experiences.

Business orientation
• Responsible for identifying process and system improvements that lead to better customer rated experiences with Ooredoo.
• Responsible for authenticating and communicating the data published in the weekly CE Dashboard.

Planning & Organizing
• Responsible for planning regular meetings across departments that update individual business units on their Customer Experience results.
• Responsible for setting up customer experience platforms and improvements in customer experience touch points

People Management
• Manage the customer experience team ensuring all team members contribute against the department and their personal EPM objectives
• Coach and develop team members in order to empower them and enable them to realise their professional ambitions within Ooredoo
• Identify a successor within the customer experience team and mentor and develop them accordingly.

EXPERIENCE AND QUALIFICATIONS

• University Graduate
• Fluency in English both spoken and written is mandatory
• Good understanding of Customer Experience concept
• 5 years relevant business experience for the role
• Strong interpersonal and communication skills and ability to work effectively with a wide range of cultures in a diverse community

This position is for Myanmar National.