Description
We are seeking a visionary Senior Manager of Group Customer Experience to champion our commitment to creating superior customer interactions across all our operating companies. In this pivotal role, you will orchestrate our Voice of Customer (VOC) program, leveraging data-driven insights to enhance our services and platforms. You will define the group-wide strategy for our contact centre operations, driving digital transformation and standardizing performance to ensure efficiency and excellence. This position involves collaborating with executive leadership and diverse teams across nine countries to embed a customer-centric culture. Your strategic leadership will be instrumental in analyzing market research, developing CX roadmaps, and managing key performance indicators like NPS and CSAT. If you are passionate about translating complex data into actionable strategies and leading large-scale CX improvements in the telecommunications industry, we invite you to join our dynamic team.
Requirements
1. 10+ years of progressive experience in customer experience management or contact centre operations.
2. 5+ years in a senior leadership role within the telecommunications industry, at either a Group or Operating Company (OpCo) level.
3. Advanced expertise in defining and managing multi-channel contact centre operations, including inbound, outbound, digital, and AI-powered services.
4. Proven experience managing and enhancing comprehensive Voice of Customer (VOC) programs and associated feedback platforms.
5. Demonstrated ability to develop and execute commercial CX strategies that directly impact business KPIs like CSAT, NPS, and customer retention.
6. Advanced proficiency in data exploitation and analysis, using tools to translate complex data into actionable insights and strategic recommendations.
7. Strong understanding of CRM systems, contact centre technologies, and digital transformation trends such as chatbots and omnichannel solutions.
8. Experience setting and monitoring performance scorecards and KPIs across multiple markets or business units.
Desirable
1. A Master’s degree in Business Administration or a related field.
2. Experience managing large-scale projects with external consultants, research firms, and technology suppliers.
3. Fluency in a second language spoken in one of Ooredoo's key markets (e.g., Arabic).
4. Strong financial acumen with experience in budgeting and building business cases for CX initiatives.
5. Experience participating in industry conferences as a speaker or thought leader.