JOB TITLE: Customer Experience Management Unit Head

EMPLOYER: Azerfon DUTY STATION: Azerbaijan

PUBLISHED: 2014-06-18 LAST UPDATED: N/A DEADLINE: 2014-07-18

 

Customer Experience Management Unit Head

 

Requirements:

 

High education (Ba, Ma)

Minimum of five years' experience in marketing, customer service and analysis of customer data

Strong leadership qualities

Professional and tactful communication manner 

Ability to remain calm in challenging situations (ready to perform under pressure)

Good communication skills

Strong organizational and listening skills

Strong Analytical skills

Consulting background is a plus

Fluent English. Russian is a plus

Military certificate (mandatory)

 

Required Competencies:

 

Integrity

Costumer Focus 

Teamwork & Collaboration 

Drive for Results 

Continuous Improvement

 

Job Description:

 

Gathers intelligence related to the wants and needs of current and targeted customers and helps to design and integrate systems and processes to support that objective

Provides support and counsel to business functions who are incorporating customer experience strategies into customer relationship management business processes

Educates internal staff on customer experience concepts, value proposition and processes

Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon

Defines, addresses and resolves issues related to assessing how the sales, marketing and service functions work together to deliver a consistent customer experience at every touch point

Plays a leadership role in establishing CEM standards, policies, strategy and best practices

Creates CEM maintenance and improvement programs and presents to executive management

Refines and optimizes customer interactions within all channels to produce desired outcomes

 

Main managerial responsibilities:

 

Cascade company strategies, targets, and priorities down to employees and contribute to identification of Company strategies and priorities

To plan group’s budget and headcount parallel to department and company short and long term strategies, priorities and targets to realize department activities and hire right people in the right time

Identify group targets in line with department targets, strategies and priorities and individual targets of employees in line with group targets with the participation of the group team and coordinate the implementation of job targets

Create control mechanisms

Plan development activities on determining employees’ development areas

Provide workload distribution and accurate job designs in parallel with company strategy, individual competencies and targets of employees in the division/group designated to

Identify employee grades and adjust salaries according to the performance results and as required by internal procedures

Suggest structural changes within group when necessary to provide effective execution of work and business targets in line with department and company targets, strategies and priorities

Execute group activities in consistent with internal procedures existing in company, confidentiality policy and government legislation

Keeping coordination with the other departments and groups and build relations between top management of the company and group employees

Preparation of the corresponding reports regarding responsible working areas

 

Deadline for applications submitting – 05.07.2014.

 

The applications should be submitted to:  [email protected] .

 

Applications without the subject Customer Experience Management Unit Head will not be considered.

 

Only shortlisted candidates will be contacted.

 

Mənbə: jobsearch.az

 

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