Manager CE & Digitalization

Role Overview

Manager CE & Digitalization at Du, responsible for driving customer experience strategy and digitalization initiatives across the organization.

Role Purpose

Support the implementation of an effective risk management, compliance and internal control framework within the function to ensure risks, regulatory requirements and controls are managed appropriately in a proactive, risk-based and disciplined manner. Drive the MELE customer experience strategy and lifecycle to achieve CEX targets across post-paid, prepaid and fixed portfolio.

Key Responsibilities

Customer Experience Strategy & Delivery

• Track customer experiences across online and offline channels, devices and touchpoints.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Deliver Enterprise NPS and BHI targets through focusing on building customer relationship and engagement with du.
• Drive the MELE customer experience strategy and lifecycle to achieve CEX targets across post-paid, prepaid and fixed portfolio.

Marketing & Brand Alignment

• Collaborate with marketing and sales teams to enhance customer services and brand awareness.
• Align customer experience strategies with marketing initiatives.
• Inform customers about new product features and functionalities.
• Create awareness of du within the MELE segment by increasing TOMA and Consideration.

Analysis & Reporting

• Analyze customer feedback on product ranges and new releases.
• Prepare reports on customer feedback and experience metrics.

Team Leadership & Development

• Coach, motivate, develop, guide and drive cross-functional team members and relevant SPOCs towards target achievement and improvements.
• Positively resolve issues among cross-functional team members to focus on meeting overall objectives for the customer.

Qualifications & Experience

• Minimum Bachelor Degree in telecom engineering, business, marketing or equivalent (Master's Degree preferred).
• Minimum 7 years of experience in a Training Management post, of which at least 2 years as Sales Training Manager.
• Excellent understanding of Telecommunications is preferred.

Skills & Competencies

• Fluent English, both spoken and written.
• Excellent PC skills.
• Strong technical knowledge of the organization's products and services.
• Strong knowledge of sales processes and techniques.
• Excellent communication and interpersonal skills.
• Ability to communicate at all levels.
• Strong planning and organizing skills.
• Strong facilitator and presenter.
• Strong team player and able to work on own initiative.
• Strong organizational and administration skills with attention to detail.
• Strong coaching and mentoring skills.
• Excellent personal effectiveness and flexibility to handle multiple tasks proactively.