Customer Experience Manager
Full time @Safaricom posted 2 months ago in Call Center & Customer Services , in Marketing & Communications , in Support , in Telecom Shortlist Email JobJob Detail
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Job ID 1898
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Offered Salary 0
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Career Level Entry-level
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Experience 3 Years
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Gender Male/Female
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Industry Telecommunication
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Qualifications Degree Bachelor
Job Description
Are you driven by making the customer’s voice visible to improve the customer experience? Do you want to influence how our customers experience entertainment through Safaricom every day? As a Customer Experience Manager within the Entertainment department, you will be a key player in the exciting journey to create Kenyan’s most satisfied TV and streaming customers.
On the consumer side (B2C) at Safaricom, we work every day to enable a society with unlimited opportunities for a connected life. We are a reliable comprehensive supplier in broadband, telephony and television under our strong brands Safaricom and AIN. At B2C, we work with everything from digitization, innovative business strategies, marketing, sales and customer service to the purchase of TV selection, advanced market analysis and product development. With our unique forward-leaning culture, unwavering customer focus and the drive to simplify and improve, we find new ways to always be at the forefront – both in technology and services.
The role
- Be the customer’s voice towards Entertainment and Safaricom B2C regarding the customer experience of our TV & streaming products and services
- Own the customer journey together with other process and CX owners within Safaricom, in close collaboration with others at Entertainment
- Optimize, improve and automate customer processes and the product experience throughout the customer journey with extra focus on the Onboarding, Use and Get help phases
Key responsibilities in the role include
- Collect, analyze and compile feedback from customers, major customer surveys and NPS tracking, with relevance to our strategy and business goals
- Initiate and drive investigations and analysis to maximize customer satisfaction and NPS through innovation, product and process improvements
- Project lead IT and communication initiatives with the aim of harmonizing and optimizing the customer experience, which often spans both brands, channels and products
Who you are
We are looking for you who is a goal-oriented team player with a strong, data-driven approach and a genuine sense of collaboration. You are non-prestigious, have a high level of emotional intelligence and can navigate between different perspectives to achieve successful results.
We believe that you, like us, have a great interest in digital – and that you share our passion for great series and movies.
Competency requirements
- 3 years of relevant experience in leading the customer experience for a digital product in the consumer market, in roles such as CX Manager, Product Manager, Business Analyst or similar
- Business acumen with skills to perform complex analysis to prioritize and make decisions based on business and customer insights in combination
- Ability to effectively lead and collaborate in a cross-functional environment
- Excellent communication skills in Swahili and English are a requirement, both verbally and in writing, with the ability to reach out in both smaller and larger forums
- Experience in quantitative tools and analysis platforms such as Microsoft Excel and Tableau
