| Industry: |
Telecommunication/ISP |
| Functional Area: |
Marketing |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Marketing |
| Job Location: |
Islamabad, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Master's Degree |
| Degree Title: |
MBA or MA/MSc (Mathematics / Statistics/ Economics/ Econometrics/ Marketing/Strategy or other related field) |
| Career Level: |
Experienced (Non-Manager) |
| Minimum Experience: |
4 Years (4-6 years of total experience with atleast 3 years in analysis or CLM role) |
| Apply By: |
Sep 23, 2012 |
| Job Posting Date: |
Sep 17, 2012 |
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| Job Description: |
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Job Purpose: - Assistant Manager Customer Experience & Loyalty will assist the Manager Customer Lifecycle Management in improving customer experience on Zong network along with enhancing loyalty & improving churn rates.
Job Responsibilities: - Develop a framework including KPI & benchmark identification for assessing customer experience
- Lead cross-functional team efforts to identify, design, and deliver improvements at different CLM customer touch points
- Partner with Customer Services Department and Research Team to develop and monitor site metrics that will help in increasing customer satisfaction levels
- Develop deep customer insights using quantitative and qualitative data to support recommended improvements
- Develop customer loyalty and churn reduction strategies along with campaign execution plans to effectively improve & sustain customer experience
- Effectively communicate & present strategies, campaign outcomes & CLM based plans to management
Skills Required:
- Strong analytical and quantitative skills
- Telecom experience very desirable
- Strong interpersonal communication skills
- Past experience of dealing with customers, good understanding of customer lifecycle and its dynamics
- Ability to work well under pressure
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