Customer Journey Manager

Job Description

● To analyze and follow customer issues with Back Office and QA and propose an enhancement of process as necessary. ● To lead the pilot design and implementation of closed-loop feedback systems in call centers, walk-ins, and other top priority touchpoints to improve NPS (Net Promoter Score). ● To design closed-loop feedback rollout, planning, and implementation. ● To track and report on CLF roll out to all walk-in (MTNIrancell stores & Dealer Stores) and call center teams. ● To collaborate with HR in developing, maintaining and improving closed-loop feedback training material, templates and documentation. ● To compile and analyze monthly overall trends of CLF root causes per region per touch point to track MTNIrancell's performance in CEX and bring the voice of the customer into Management (for use in Outer Loop meetings). ● To cooperate with CEX team in driving outer loop meetings, propose initial actions to CEX committee according to monthly report. ● To cooperate with the Program Manager in the root cause analysis process by providing different reports on different aspects. ● To collaborate with MTN Group corresponding teams to support MTNIrancell/Group generated CEX initiatives. ● To be in touch with S&D team about the progress of CLF and any related actions. ● To make sure inner loop meetings are happening with defined standards and all the action plans followed by the CLF manager. ● To raise and follow all the new requirements/enhancements related to CLF or related customer experience improvement. ● To submit daily/weekly/ monthly reports on team activities and NPS data. ● To conduct site visits and contribute to process audits with AR to mitigate risks. ● To make sure team leads responsibilities are aligned with their position's defined goals. ● To audit and coach Team Leaders to continually improve CLF management processes and report to functional heads. ● To ensure all soft skill-training requirements for CR front line are delivered according to plan and CR requirements. ● To collaborate with HR for design and delivery of new soft skill trainings required in front line. ● To provide feedback results/progress of follow-ups to employees who raised their concerns in relevant meetings. ● To provide feedback about actions which raised in CLF/CEX committee to high-level management. ● To report and Present staff feedback and inputs timely in relevant committees likes CRM and CR P&S committee including suggestive solutions.