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AVP, Head of Customer Centricity

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Telenor Myanmar is now recruiting top talents to develop and lead new teams.

AVP, Head of Customer Centricity

CAREER OBJECTIVE

To manage the customer experience and customer journey, in which includes identifying root cause, analyzing, reporting and initiating improvements on customer experiences at all touch points, in order to achieve target customer experience and Telenor Myanmar’s strategic directions

YOUR RESPONSIBILITIES

  • Manage the development of customer experience standards, guidelines and process, in order to ensure that all activities are in alignment with the overall marketing strategy
  • Manage the activities to collect customer feedback and identify customer pain points in customer journey as well as to determine key solutions to address these pain points, in which are in align with defined customer journey and experience
  • Manage the activities to collect, record and report on NPS in a structured format on a regular basis, as well as process customer experience feedbacks, in order to measure the efficiency of customer interactions at every customer touch-points, and identify key solutions to address issues found
  • Manage the identification of key indicators for customer satisfaction through customer experience index and key customer experience measurements that drive customer experience, in order to efficiently address key indicator of customer satisfaction on services provided
  • Manage root cause analysis, as well as liaise with relevant parties to identify all sources of customer concerns, in order to identify the ownership of each concern to efficiently seek initiatives to improve customer experience in all areas
  • Manage the identification of customer pain points and customer experience improvements in order to drive target customer experience
  • Manage the implementation of key customer experience improvement initiatives that will drive target customer experience across channels, to ensure that loopholes for customer experiences in all touch points are closed appropriately
  • Maintain current technical skills and apply new knowledge to management tasks for the improvement of customer service activities
  • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Develop, implement and / or manage the organizations customer service policies, procedures, standards, and strategies.
  • Ensure all customer service activities support and strengthen the strategic objective of the overall organization
  • Be accountable for other certain works as assigned from immediate superior level

QUALIFICATIONS

  • Bachelor or Higher in Marketing, Business Administration or related
  • 7 years of experience in marketing or customer service with Minimum 5 years' experience in analysis of customer data, work experience in Telecom industry would be an advantage
  • Demonstrable experience in research methodologies and familiarity with customer-centered design
  • Experience in managing a team, has strong leadership skills
  • Be able to monitor end-to-end contact center operations and self-service channels
  • Good customer service and problem-solving, positive attitude and service minded
  • Good communication skills and leadership/people management skill
  • Able to communicate in English and computer literate

EMPLOYMENT TYPE

Permanent, Full-time


TO APPLY:

Please submit your application to hr.myanmar@telenor.com.mm