Frontend developer to HR platform with Angular experience
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Customer Experience Manager (m/f/d)
Industry
Telecommunication
Areas
Customer Service
Marketing
Strategy and Planning
Project info
Period
15.11.2022 - 28.02.2023
Capacity
from 50%
Daily rate
800 - 960€
Location
Munich, Germany
Remote
up to 100%
Description
Experienced Customer Experience Manager in the contract customer business (especially customer journey management and boosting NPS)
Collecting current customer feedback/insights and actively bringing topics into all customer-relevant areas
Comprehensive understanding of NPS surveys, analysis, and the significance of customer satisfaction for a company
Drawing up recommendations for action based on the results of NPS changes over time (root cause analysis, defining measures, etc.)
Identifying pain points in the current as-is customer journeys including customer communications and defining the relevant to-be customer journeys
Identifying market trends and deriving customer love points, supporting cross-functional strategy projects on NPS and customer experience topics
Creating high-level business cases for the financial evaluation of NPS effects
Requirements
Interface management (skilled in dealing with various interfaces, especially retention, cross- and upsell, brand, analytics, go-to-market, online, customer service, and retail)
Experience in moderating and handling political issues
Telecommunications knowledge required
Proactive and communicative (driving topics forward)