Qureos Mentor

e& Egypt

<div>
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Define and Drive Growth Strategy: Develop and continuously refine the company&rsquo;s long-term growth strategy, identifying new market segments, customer demographics, and product opportunities in line with overall business objectives.
 </li>
 <li>
 Support in building each vertical&rsquo;s strategy among e&amp; Fintech and Digital Lifestyle scope including Payments, Financing, Digital Entertainment, Loyalty, Superapp, e&amp; cash / fintech and ensure each vertical strategy aligns with the overall area strategy and will achieve the aspired for KPIs.
 </li>
 <li>
 Market Research &amp; Insights: Oversee deep market intelligence efforts &ndash; monitor fintech industry trends, emerging technologies (e.g. digital banking, payments, blockchain), competitor moves, and regulatory changes &ndash; to anticipate opportunities and risks.
 </li>
 <li>
 Strategic Planning (Non-Operational): Formulate data-driven growth plans (e.g. geographic expansion, new product lines, pricing or business model innovations) and present these plans. Ensure these plans guide marketing, sales, and product teams without directly executing their day-to-day tasks.
 </li>
 <li>
 Cross-Functional Alignment: Collaborate closely with Business Unit heads (e.g. Marketing, Sales/Customer Acquisition, Merchant Onboarding) and the Product owners to align product roadmaps and go-to-market initiatives with the growth strategy. Provide strategic direction and priorities so that execution teams can align their campaigns and product development with the overarching growth goals.
 </li>
 <li>
 Opportunity Identification: Identify high-impact opportunities for growth, such as underserved customer needs or niches, and hand off validated opportunities to relevant execution teams (e.g. sales, marketing, product) for implementation.
 </li>
 <li>
 Ensure that the organization is focusing on the right opportunities, while business units execute on those opportunities.
 </li>
 <li>
 Risk Management &amp; Optimization: Monitor external and internal factors that could impact growth (macroeconomic trends, new competitors, partner performance, etc.). Advise on course corrections or contingency plans as needed.
 </li>
 <li>
 Perform relative performance analysis across all verticals where e&amp; Fintech &amp; Digital Lifestyle operates and come up with insights on our performance versus competition to identify points of strength and areas that require development. Relative performance analysis will be done along the following industries (payments, financing including micro &amp; consumer, e-commerce, mobile wallets, digital entertainment, loyalty providers.
 </li>
 <li>
 Handle all communication with e&amp; group in terms of reviews, monthly meetings and cooperation projects ensuring proper alignment between teams and managing timelines.
 </li>
 <li>
 Responsible for board review and e&amp; group review presentations in terms of story building and structure and updating on the holistic view of the full area including strategy updates.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience:
 
 
 <ul>
 <li>
 Knowledge: Hold advanced understanding about the strategy, fintech advancement and digital trend. Continuously updating his knowledge with global markets, technologies and trends.
 </li>
 <li>
 Education: Bachelor's degree in business administration/management/finance/economics or any related business field.
 </li>
 <li>
 A minimum of 10 years' experience in strategy, finance and commercial jobs that require the candidate to be aware of the performance, strategic direction and big picture.
 </li>
 <li>
 Language Proficiency: Fluency in both spoken &amp; written English &amp; Arabic language is required.
 </li>
 <li>
 Problem Solving: Justifications for performance and KPIs related enquiries.
 </li>
 <li>
 Innovation: Think about the opportunity and/or need to develop new approaches, procedures, designs, plans, guidelines. Examples: "must design new configurations for LAN&rdquo;
 </li>
 <li>
 Skills &amp; Abilities: analytical thinking, excellent interpersonal Skills, business and competitive research skills, strong communication &amp; presentation skills, research skills, quick learner, creative &amp; innovative, advanced MS Office skills, numerical skills &amp; high business sense and ownership.
 </li>
 </ul>
</div>

Fintech & Digital Strategy & Relative Performance Manager

<div>
 
 
 Job Description
 
 
 
 
 
 <ul>
 <li>
 Responsible for overseeing the overall experience that customers have with E&amp; focusing on improving: -Customer satisfaction -Loyalty -Retention By implementing strategies and initiatives that enhance the customer journey across all customer interactions starting with: -Customer Consideration -Customer On Boarding -Customer life cycle Journey
 </li>
 <li>
 Leading and supervising the execution of the customer experience strategy (segments section) to achieve E&amp; strategic objective mainly of being number one in TRIM and NPS
 </li>
 <li>
 Conducting customer research and gathering feedback to understand customer needs and preferences.
 </li>
 <li>
 Analyzing customer data and metrics to identify trends and areas for improvement
 </li>
 <li>
 Collaborating with cross-functional teams to ensure a consistent and seamless customer experience across all touchpoints (Customer Care Call Centre &ndash; Customer care Social Media &ndash; Retail &ndash; Digital - IT)
 </li>
 <li>
 Create related settings and definitions for the customer interactions (user interfaces, user experience; notifications; scripts guidelines across all communication channels.
 </li>
 <li>
 Measuring and reporting on key performance indicators related to customer satisfaction and loyalty
 </li>
 <li>
 Managing and enhancing all Channels (OMNI Channels) throughout customers&rsquo; journey.
 </li>
 <li>
 Drive new strategic initiatives across all channels aiming to leverage and enhance E&amp; channel experience to its best &bull;Manage Experience budget in a way that has a direct positive ROI impact via CX propositions.
 </li>
 <li>
 Continuously improving processes and systems to enhance the overall customer experience
 </li>
 <li>
 Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).
 </li>
 <li>
 Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes: - Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries &ndash; Requests &ndash; Complaints) &ndash;
 </li>
 <li>
 Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement.
 </li>
 <li>
 Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
 </li>
 <li>
 Customer Verbatim Continuously analyze customer verbatim from all sources to detect customer pains and assess possible areas of improvement:
 </li>
 </ul>
 
 - TRIM - NPS - Digital Tracker - Focus Groups - Retail Tracker - Call Center Tracker - Detractors
 
 <ul>
 <li>
 Product Confidence Test Ongoing live health checks across all product journey aspects to assess the customer experience across each and every event pulling the trigger for the possible enhancements and gaps identification
 </li>
 <li>
 Product Benchmarking Planning the comparative analysis roadmap ensuring obtaining the necessary readings and market landscape on a periodical basis
 </li>
 <li>
 Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
 </li>
 <li>
 Product Enhancements On Going enhancement track across all product aspects - Product notifications content - Product Notifications Sender names - Product transactions technical flows
 </li>
 <li>
 Digital enhancements Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes:
 </li>
 <li>
 Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries &ndash; Requests &ndash; Complaints)
 </li>
 <li>
 Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement. - Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
 </li>
 <li>
 Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
 </li>
 <li>
 Product Enhancements On Going enhancement track across all product aspects - Product notifications content
 </li>
 <li>
 Product Notifications Sender names - Product transactions technical flows - Digital enhancements
 </li>
 <li>
 Touch Points Program Ensuring seamless experience across all touch points Customer Care Tracking and Monitoring the all interactions (Inquiries &ndash; Requests &ndash; Complaints) per platform and designing the customer empowerment tactical plan ensuring hitting a double edged objective
 </li>
 <li>
 Customer empowerment through E&amp; self-service platform Retail Ensuring all critical transactions are performed properly with the best in class experience Digital Designing the customer handling flow and the optimum experience for the digital chat bot and ending with the TNPS reading Chatbots Designing the end to end experience addressing the customer conversations and ending with the TNPS reading Customer Delight Program
 </li>
 <li>
 A) Bulk Compensation Ensure a proper end to end cycle for the system outages compensating the impacted customers keeping E&amp; customers delighted at all times
 </li>
 <li>
 B) Frontline Compensation Designing the front liners compensation matrix empowering agents to delight and compensate the individual cases using a wide portfolio of gifts segmented based on the customer profile and type of complain
 </li>
 <li>
 Transactional Satisfaction Product Journey Define and Develop the transactional satisfaction program that will accurately assess the customer satisfaction reading during specific journey events enabling the action-ability part after spotting on the exact pain area.
 </li>
 <li>
 Create and sustain and the IVR recordings library whereby the planned transactions / events that needs to be assessed are already recorded and uploaded on the survey tool to be ready for use once needed
 </li>
 <li>
 Touch Points Overseeing the Touch Points satisfaction scores focusing on the TNPS score along with developing on ground tactics to improve the TNPS score
 </li>
 <li>
 Overall Customer Satisfaction Developing the tactical plans based on the TRIM and NPS scores for improvement and leading the market
 </li>
 <li>
 Functional Satisfaction Developing the tactical plans on the platform level based on the TRIM and NPS scores for improvement and reaching an upward trend month over month
 </li>
 <li>
 Leadership and management
 </li>
 <li>
 Setting a clear performance objective with the team and monitoring their performance versus the KPIs and objectives
 </li>
 <li>
 Managing and developing associates capabilities and performance through supporting for the day to day activities and continues feedback
 </li>
 <li>
 Practice and apply continuous positive coaching with clear timely and action plans
 </li>
 <li>
 Drive team development plan in-line with team needed set of skills and job objectives to be fulfilled.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &ndash; External
 
 
 
 
 
 
 &bull;5-7 YOE in Customer Experience
 
 
 Bachelor Degree in any related discipline.
 
 
 &bull;Telecom experience is must.
 
 
 &bull;Excellent analytical skills
 
 
 &bull;Deep understanding telecom operations and awareness of the different departments and their interactions.
 
 
 &bull;Excellent communication skills and ability to communicate persuasively and effectively in verbal and written communication.
 
 
 &bull;Ability to work as part of a multi-disciplinary team where organization, prioritization and sound judgment skill are essential.
 
 
 &bull;Advanced presentation &amp; Negotiations skills. &bull;Design Thinking background
 
 
 &bull;Strategic thinking and foresight &bull;Interpersonal, networking and influencing skills
 
 
 &bull;Problem solving and analytical skills &bull;Data driven mind-set and an aptitude for technology
 
 
 &bull;Fast action and agility
 
</div>

Customer Experience Manager

Join e& Egypt and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

e& Egypt

ABOUT_COMPANY

Fintech & Digital Strategy & Relative Performance Manager

Customer Experience Manager