Customer Solutions & Experience Manager

Key Responsibilities

• Customer Experience Strategy Execution : Develop and implement customer experience initiatives across postpaid and enterprise services.
• Process Improvement : Identify gaps, re-engineer processes, and implement improvement plans to enhance service delivery.
• Customer Solutions Management : Oversee solution design, implementation, and support to ensure customer requirements are met effectively.
• Performance Monitoring : Track KPIs such as Net Promoter Score (NPS), customer satisfaction, and retention metrics.
• Cross-Functional Collaboration : Work with product, operations, and sales teams to ensure customer-centric planning and execution.
• Innovation & Transformation : Drive transformative change by introducing new tools, technologies, and practices that elevate customer experience.
• Stakeholder Engagement : Act as the voice of the customer in internal discussions, ensuring business decisions reflect customer needs.

Qualifications & Skills

-Education: Bachelor’s degree in Business Administration, Marketing, or related field; MBA is a plus.

-Experience: 7–10 years in customer experience, solutions management, or business excellence roles, preferably in telecom or IT services.

-Leadership: Strong ability to lead cross-functional teams and drive organizational change.

-Analytical Skills: Proficiency in data analysis, reporting, and customer insights.

-Communication: Excellent interpersonal and stakeholder management skills.

-Technical Knowledge: Familiarity with CRM systems, customer journey mapping, and digital transformation tool