VAC6715 - Assistant Director - Customer Experience

  • Field: Marketing & Communications
  • Contract Type: Full Time - Permanent
  • Location: Qatar - Doha
  • Closing Date: 2017-07-01 12:00:00

Job Role:

Role

The Ooredoo Group is now a 9Bn USD business covering 10 markets from North Africa to South East Asia.  The Ooredoo Group team has a responsibility to develop and drive the company strategy across this footprint: capturing key trends and issues, identifying best practice from across the industry and delivering strategic guidance to the leadership of the operations.  In addition, the Group Commercial team owns the Ooredoo brand: what it stands for and how it is substantiated.  As such the commercial team need to own and drive this across the footprint through formulation and execution of appropriate commercial strategy.


Customer Experience: One of the pillars of the Ooredoo Group strategy is to differentiate in Customer Experience, to become Customer Experience leader in each of the markets.. Customer Experience covers all Customer Facing functions (from Contact Centre to Digital channels, to Retail and Distribution) up to Price & Product related functions (Marketing, Pricing, Communication, Technology).


Digital Experience – Digital Channels Development To support the “Leadership in Digital Experience” value of its Brand, Ooredoo is committed to embrace new technologies in the way it interacts with its customers. Ooredoo will offer a large portfolio of digital touch points for customers to select from (Voice – IVR -, Mobile – Apps, USSD, SMS -,  Web – my Account services, Chat, etc. -, Social Networks – Forums, Facebook, Twitter, Instagram, Youtube - ).  Digital Transformation has been stated as one of the key strategic program across Ooredoo Group


Customer Care: “Caring” is one of the three values of the Ooredoo Brand. The Customer Care department within Ooredoo Group is responsible for driving, developing and supporting Customer Care excellence across the Ooredoo Group footprint in North Africa, Middle East and Asia. To transform Customer Care in a competitive differentiator , a key driver for best customer experience, while at the same time to transform it from a Cost Centre into a Profit Centre

Purpose

 

Customer Experience Management:

The purpose of the role is to own the customer experience strategy for the Ooredoo group:

To develop the strategy and secure buy-in by the Group Management Committee (GMC) and Group Leadership Team (GLT)

To define the KPIs to be used for Customer Experience Performance Management

To drive the implementation of the measurement tools across the Group (benchmarking surveys and operational performance measurement)

To drive execution of the strategy through the performance management process: ie set-up Customer Experience Corporate Targets, recommend KPIs for the functional directors

To ensure delivery through tracking of the performance against these with appropriate escalations and briefings to OpCo and group CXOs / CEOs / Boards where variances occur

 

Digital Experience Management:

The purpose of the role is to own the digital channel experience strategy for the Ooredoo group:

To develop the holistic strategy for the digital experience that ensure consistency across all digital touch points and secure buy-in by the Group Management Committee (GMC) and Group Leadership Team (GLT)

To define and drive implementation of aligned KPIs for performance management across Opcos

To drive execution of the strategy through the performance management process: ie regular benchmarking surveys for digital channels experience; approval of OpCo annual development roadmaps; review scorecards of the Digital Directors in each Opcos

To ensure delivery through tracking of the performance against these with appropriate escalations and briefings to OpCo and group CXOs / CEOs / Boards where variances occur

 

Customer Care interaction Management:

The purpose of the role is to own the customer care strategy for the Ooredoo group:

To develop the strategy and secure buy-in by the Group Management Committee (GMC) and Group Leadership Team (GLT)

To define aligned KPIs for performance management across Opcos

To drive execution of the strategy through the performance management process: ie. approval of OpCo annual budgets – costs and revenues; review of the quality targets (SL, ASA, FCR) and review scorecards of the Customer Care Directors in each Opcos

To ensure delivery through tracking of the performance against these with appropriate escalations and briefings to OpCo and group CXOs / CEOs / Boards where variances occur

Role Accountabilities

Customer Experience Management:

 

Define the Group Customer Experience Strategy and coordinate the personalization of the Strategy for each OpCo and drive its execution across the Ooredoo Group

Drive the set-up of Customer Experience Organization in each Opco. Manage, develop, and mentor the local Customer Experience Directors and their teams across all OG Opcos;

Define Customer Experience KPIs, the performance reporting dashboards and assure their implementations (measurement) across the Opcos:

Manage the Roll-out of the VOCE Platform for operational CE performance measure and management in all Opcos. Deploy and own VOCE Group Dashboard for OG Board Memebers

Define, implement and manage the Group-wide Benchmarking surveys for Customer Experience and assure its periodical execution

Set corporate targets for Customer Experience for the Group and for each Operation and monitor and manage their achievements

Provide insights and analysis of the CE performance across Opcos, assure the achievements of the corporate and functional targets

Encourage and accelerate best practice exchange for most relevant customer experience improvement initiatives. Establish a community of Customer Experience practitioners that focuses on sharing, identifying challenges and brainstorming to achieve “Differentiation through Customer Experience”.

Act as transformation leader in the cultural change toward customer centricity Coordinate. Drive the cultural change in all OpCos and at the Group, towards a customer centric organization where everyone is accountable and engaged in providing best experience for our customers

Drive the Set-up of the re-active CE assurance: Voice of the Customer across all Group Opcos Collect, Analyze and Act-upon to assure and improve customer experience; as well as the pro-active CE assurance: Go to Market Discipline to prevent bad customer experience for new products, campaigns and communications

Implement in the OpCo and at Group Level Employee Accountability for Customer Experience as well as Employee Awards on Customer Experience Performance

Communication of Customer Experience successes at Group Level

Introduce across the Group the customer Journey based methodology to design Customer Experience for key Journeys and processes where deficiencies have been identified by the Voice of the Customer Analysis

Being regarded as a subject matter expert, in exceptional cases, guide OpCos analysis of complex business problems/projects, requiring extensive data collection and consideration of multiple factors (process, organization, regulatory), to prioritize customer experience improvements recommendations

 

Digital Experience Management

 

Manage, and mentor the local digital Directors and their teams across all OG Opcos;

Develop and drive Ooredoo Digital Experience Strategy

Guide OpCos to set-up enhanced digital touch points portfolio – mobile (SMS/USSD/App/mobile Web), voice (IVR), web (my Ooredoo, web-chat, FAQ, e-shop), social networks (Forum, FB, twitter, YouTube, Instagram)

Define and drive for implementation of an seamless, omni-channel digital experience

Define group-wide aligned KPIs to manage performance of all digital channels. Set-up the Group-wide Digital Channel Management

Responsible for Digital Business Performance in terms of Revenue and Cost savings

Define, develop and implement centralized Group projects as part of the strategy implementation roadmap

 Promote best practice sharing by creating a community of the Digital managers in the OpCos

 

Customer Care Interaction Management

 

Manage, and mentor the local Customer Care Directors and their teams across all OG Opcos;

Develop and drive the Customer Care Group Strategy across all Country Partners, establishing clearly defined Key Performance Indicators to achieve best in class operational efficiencies ratios. (Productivity, Financial and Customer Satisfaction)

Define aligned operational KPIs and Set-up Contact Centre Performance Management in all OpCos and at the Group level - the Group CC Dashboard to monitor the operational performance across the Group

Drive the Transformation of the Contact Center from pure Cost Center in Profit Centre

 Promote best practice sharing by conducting regular Customer Care forums with Country Partners covering latest technology, customer experience and operational trends and driving group alignment on best practices and methodology.

Guide Opcos in local Development and implementation of business improvement plans in collaboration with country partners, providing local support as required to ensure delivery of key performance indicators

At Group level collaborate within cross functional work teams to implement and achieve corporate objectives: loyalty and retention, VAS content provider management, Network enhancements and complaint management, Customer Experience and Brand Image alignment

Provide Strategy direction and Customer Care/Experience expertise in the annual Business plan process with all country partners, validating budgets estimates, effectiveness of the operational delivery strategy and cost to serve model.

Coordinate with the OpCo CC Directors the implementations of new technologies, products and services that are defined at the global level and providing support as require to ensure effective implementations

Develop transformational strategies to drive cost optimization and revenue generation programs across the customer service area through Customer Relation Management initiatives; targeted up-selling and cross-selling campaigns at multiple channels, automated telemarketing campaigns, and enhanced technology to increase efficiencies and success rates

Experience

  • 12+ years total experience of which 10 within managing  quality of customer operations or customer experience area in a large Telco environment (+10 million subscriber base); with a dominating prepay customer base
  • 5+ years managing mobile, landline, broadband and data services across multiple customer channels
  • Group level management experience, managing operations in various regions and countries
  • International experience managing culturally diverse teams
  • University degree in an appropriate area
  • Proven record in developing, implementing and managing Customer Experience and Customer Care programs and strategies
  • Strong experience and ability to drive transformational change within organisations
  • Keen understanding of the elements required to define and develop a leading customer experience.

Qualifications

  • University degree in an appropriate area
  • Fluent in English, Arabic/French a plus

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