Customer Experience Senior Manager
Job Description
Title: Customer Experience Senior Manager
Company Name: Banglalink
Vacancy: 01
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ BBA/Bachelor's Degree from any UGC-approved university
∎ Masters' degree is preferred
Experience Requirements:
∎ 6 to 7 year(s)
Job Responsibilities:
∎ Ensure customer experience is measured for all channels/touch points (Digital, physical, and network experience) and establish target setting and improvement for respective cross-functional teams
∎ Manage research and check hypotheses by functions on customer pain points, collect feedback and supervise team activities on efficient and effective CFL (close feedback loop) and VoC management
∎ Make & drive CX strategies, KPIs aligning with organization strategy and drive experience excellence in every interaction of the customer with enablement initiative
∎ Drive bottom-up Product and New Join NPS by eliminating customer pain points and enhancing service excellence
∎ Compare & benchmark experience (own, competitions, and relevant industry) and ensure the best experience by supervising regular health checks of products, services, channels
∎ Initiate & lead projects to achieve targeted NPS score (top down, bottom up) and also lead activities to establish customer centricity culture in the organization
∎ Build a motivated high performing team with desired organizational values and behaviors
Additional Requirements:
∎ 6-7 years of experience in relevant fields preferably in the telecom industry
∎ Customer obsessed with full dedication to improve processess by innovation and eliminate defects
∎ Industry knowledge and customer drivers to research and develop key 'points of view' and make recommendations on how to develop our propositional, business, process, and technical capabilities.
∎ Sound understanding of NPS dynamics (all types) and associated Root Cause Analysis and Closed Loop Feedback, CSAT
∎ Experience in analyzing qualitative and quantitative marketing research data, deep research requirements setting experience
∎ Experience working for a telecommunications company, understanding of customers' data structure
∎ Experience working with a wide range of stakeholders, including engagement at the senior level
∎ Ability to prioritize and focus delivery group on tasks
∎ Strong understanding of project management concepts, with a focus on planning, progress tracking & communication/ reporting
∎ Good knowledge of the Telecom Products, packages, digital channels, devices, and communication
∎ Ability to create and improve report statistics
∎ Demonstrate ability to collaborate cross-functionally to achieve results at all levels
∎ Excellent verbal and written communication skills and able to communicate up and across the organization - working with senior staff members and front-line employees
∎ Person with disability are encouraged to apply
Salary: (Monthly)
Compensation & Other Benefits:
∎ As per Company Policy
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 22 Nov 2022
Company Information:
∎ 23 Oct 2022
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication
Category: Marketing/Sales
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