Manager CE & Digitalization

FMS.AE; Dubai; Sur place; AED 260 000 - 420 000; Plein temps

Résumé du poste

FMS.AE in Dubai is seeking a senior Customer Experience leader to drive CE across consumer and enterprise telecom segments. You will design customer journeys, oversee CE programs, and align CE initiatives with corporate strategy while managing a small team or projects.

Responsibilities include owning NPS/CSAT improvement, partnering with channels, and delivering a multi-channel CE design with end-to-end visibility and measurable impact on customer experience.

Qualifications

• 7–12 years of experience in Marketing/Experience roles.
• At least 5 years of line management or project management experience.
• Experience designing CE for consumer and enterprise customers.
• Telecom industry experience preferred.

Responsabilités

• Support customer journey design during propositions and campaigns.
• Drive digitalization in segment including online recharges and e-shop performance.
• Coordinate unified communication across sub-segments.
• Liaise with Channels to improve experience across touchpoints.
• Own CE-related projects and CE strategy alignment.
• Monitor customer issues and implement action plans (TTs, NPS).
• Own NPS and CSAT and drive improvements with stakeholders.
• Develop CE roadmap aligned with corporate strategy.
• Create Level 1 CE designs for each segment across channels.
• Evaluate CE programs and flag deviations.
• Implement CE guidelines in PLM processes.
• Create feedback loop to measure CE performance against market trends.

Connaissances

Management

Leadership

Networking

Telecom lifecycle

Stakeholder management

Formation

Bachelor's degree in Marketing, Business Administration or Telecom Engineering

Description du poste

Key Accountabilities:

• Support Customer journey design during development of Propositions, campaigns, etc.
• Drive Digitalization in Segment including, online recharges, online penetration, e-shop performance
• Manage unified communication across sub Segment
• Act as Liaison with Channels and contribute to improvement of experience in all touchpoints
• Own Experience related projects
• Monitor all customer issues reported and launch action plan to mitigate the issues (TTs, tNPS…)
• NPS and CSAT owner. Align with different stakeholders and create an action plan to improve NPS and CSAT.
• Assist/Support development of the CE strategy and identify the CE priority areas in alignment with corporate strategy and business units.
• Support the development of organizational CE roadmap of initiatives to create full visibility, ensure efficiency and forward progress on delivery. Implement company wide CE transformation programs to achieve the CE stategy inalingment with Business units and EXCO.
• Create Level 1 Customer Experience design and supporting CE designs for each segment, across all channels and enable multi-channel authority matrix by creating E2E CE design VS channel.
• Evaluate the design and quality of department CE programs and flag deviations from design with business units support.
• Manage CE guidelines implementation in PLM process and approve from CE perspective.
• Create effective customer feedback loop to ensure relevance and performance of the CE strategy and design in the market based on competition, du strategy and industry trends.

Qualifications:

• Minimum Bachelor'sdegree in Marketing, Business administration or Telecom Engineering.

Experience:

• Minimum 7-12 years of experiencewith at least 5 years in a Marketing/Experience role preferably in the Telecom industry.
• Experience in designing CE for consumer and enterprise customers
• 5 years of line management or project management experience engaged with Customer Experience themes.

Skills:

• Management and leadership skills
• Excellent networking skills
• Understand telecommunications customer lifecycle.
• Ability to define the typical requirements of the various customer segments.