Identify the Key Strategic initiatives to improve the overall Quality of Experience within MIC Africa Operations across all the points of interaction with customer focusing on the Network Perception, Consumer Understanding and Customer Complaints. Create and monitor specific CEM KPIs that reflect the Customer Experience E2E
Key Responsibilities
• Planning and implementing the required programs to address the product Quality challenges across MIC Africa Operations
• Implement required processes and initiatives to improve MIC African operations' Brand perception in the Market
• Implement strategies to improve MIC African operations' Network Perception and E2E Customer Experience
• Assist the Head of Strategic Quality in changing MIC African operations' culture into Quality brand and Quality Network
• Report , escalate and propose respective actions to improve the Customer Experience from all aspects
• Create and Drive Customer Experience management Process
• Perform other tasks or reports that he may be assigned
• Planning and implementing the required programs to address the product Quality challenges across MIC Africa Operations
• Implement required processes and initiatives to improve MIC African operations' Brand perception in the Market
• Implement strategies to improve MIC African operations' Network Perception and E2E Customer Experience
• Assist the Head of Strategic Quality in changing MIC African operations' culture into Quality brand and Quality Network
• Report , escalate and propose respective actions to improve the Customer Experience from all aspects
• Create and Drive Customer Experience management Process
• Perform other tasks or reports that he may be assigned
Position Requirements
• Bachelor's Degree (or equivalent) in Telecommunication or electrical Engineering or Computer science
• management or project management Degree is an Added value
• 5+ years of experience in either VAS, IN, IT products or Marketing/Customer Operations, preferably marketing with technical Background
• 2+ years in senior position related to Marketing or Customer Operations
• Bachelor's Degree (or equivalent) in Telecommunication or electrical Engineering or Computer science
• management or project management Degree is an Added value
• 5+ years of experience in either VAS, IN, IT products or Marketing/Customer Operations, preferably marketing with technical Background
• 2+ years in senior position related to Marketing or Customer Operations
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