Commercial Ce Manager.crm

**Commercial CE Manager.CRM & Customer Experience**
**-**
**(**
**230001T2**
**)**

**Description**

**Job Purpose**

**Report To Position Name**

Strategy: 1. Designing the customer experience strategy through the initiation of a broad improvement program across the different touch points, while deciding on a structure ,priorities and inject the change agents; processes, enablers. This is a yearly exercise to discuss previous pains, analyze findings, design solutions, challenges, and develop yearly execution plan to each segment. 2. Develop strategies in coordination with Commercial Departments & Corporate strategy teams to influence the organizational culture aiming for full customer experience platform engagement. This is throughout the assigned roll to commercial CX team in order to have a unified mindset towards more customer centric products, services & handling processes. 3. Work in collaboration with the CE directors/ CE owners in commercial, IT & Technical departments to define a customer experience strategy for Etisalat Misr that takes into consideration organizational complexities, processes and limitations. Via bi-weekly reviews with all CX stakeholders with the objective of aligning, review performance vs. CX related KPIs (TRI*M, Tracker, NPS and complains). Leading Execution Dynamics: 4. Planning and leading the execution of the different customer experience initiatives & projects, by leading and influencing cross-functional teams to deliver these projects and initiatives to achieve the desired outcomes. Define, develop needed actions & projects (PDs) responding to both customers pains, complains and org. strategy, taking into consideration full alignment with department directors, heads and managers. 5. Leading the formalization and standardization of all Customer experience promise and build the delivery enablers and streamlining their interactions. Overlook various service channels (E-shop, Mobile app, IVR, Digital Channels, USSDs, SMSs) to simplify customers usability, responding to associated to services that directly suit each segment. 6. Managing the CE experience Steering Committee; providing the monthly updates, planning the next actions for the customer experience program, on ground weekly meeting review all on going CE initiatives coming from each department across the organization in order to maintain the CE delivery engine on track and resolve all potential blockages in the execution pipe lines. 7. Work in collaboration with the different support functions within the organization in establishing the CE projects across all segments. Presenting all CE initiative throughout commercial gates, taking all needed inputs and approvals of key stakeholders, working closely with PM team to make sure that CE initiatives will be timely executed. Day 2 Day Operations over a month: 8. Develop & manage the creation of the monthly executive customer experience dashboard for monitoring the performance of the different touch points (Retail, CC, network etc.), develop an ongoing monthly report tacking each segments’ calls’ reduction (complains, inquiries, and requests), highlight key actions taken, shed the light on unforeseen issues and CE team resolution actions, review customer journey mapping and main pains with proposed actions. 9. Implementing and managing the customer experience projects / initiatives for the different segments (Postpaid, hybrids, prepaid, CVM, Data (MI & MBB & ADSL), VAS, international & roaming, terminals and Digital) as well as help in the execution of CE projects / initiative related to CC, sales and network. 10. Support the marketing team in enhancing & shaping their customer experience road maps in line with their marketing strategies and recommend the needed enhancements or tweaks that will help in striking the right balance between the two critical elements of the equation; revenues and customer experience. Putting Experience input and journey in newly developed propositions assessing end to end CE, reviewing and test all old propositions to make maintain and assure that customers are well addressed and easily use ET propositions per each service across all segments. 11. Manage the process of implementing and fine-tuning business processes in reaction to customer feedback by rectifying customer issues and closing the loop, reviewing all handing SLA to segment (complains, requests, and inquiries), compensation process and procedures, approval cycles, working on continuous development of time to customers. 12. Work closely in particular with commercial leaders to deliver a real understanding of the current CE performance, competition stand and how we improve and decide on the priorities, using the available and requested researches conducted by Commercial research team to compare varies provided services on different channels and come up with the preference differentiators, either to maintain or develop. Analytics and Decision Making: 13. Collating and analyzing rese