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Time's up! We are no longer accepting applications.
Customer Experience Manager (m/f/d)
Project info
- Period15.11.2022 - 28.02.2023
- Capacityfrom 50%
- Daily rate800 - 960€
- LocationMunich, Germany
- Remoteup 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)
- Seniority level: > 5 years of experience