Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a Multinational Telecommunication Company for the role of Head of Customer Experience with at least 10 years experience in the field.
Primary Responsibilities:
- Formulate and execute a customer experience strategy that aligns with the company's business goals.
- Inspire and lead cross-functional teams to deliver outstanding customer experiences.
- Collaborate with internal teams, including engineering, sales, and marketing, to harmonize customer experience initiatives with overall business strategies.
- Cultivate and nurture strong relationships with ISPs, comprehending their needs and challenges.
- Serve as a point of contact for complex issues arising between our underlying network infrastructure and ISPs' interactions with end-user consumers.
- Facilitate communication and collaboration to promptly resolve issues.
- Develop and implement crisis management plans to minimize customer impact.
- Ensure a comprehensive approach to customer experience, considering the entire B2B2C journey from our infrastructure to the end-user.
- Deploy strategies to enhance service delivery and alleviate customer pain points.
- Leverage customer feedback, data analytics, and market research to identify areas for improvement.
- Translate insights into actionable plans to elevate the overall customer experience.
- Implement continuous improvement initiatives to optimize processes and systems related to customer experience.
- Foster innovation to stay ahead of industry trends and meet evolving customer expectations.
- Analyze and map the end-to-end customer journey to pinpoint pain points and opportunities for enhancement.
- Implement strategies to streamline and enhance the customer experience at each touchpoint.
Key Skills/Experience:
- Bachelor's or Master's degree in Business, Marketing, or a related field.
- A minimum of 10 years of relevant experience in customer experience within the telecom services sector.
- Proven leadership experience focused on customer experience, preferably in the telecom industry.
- Strong understanding of telecommunications networks, particularly in the context of FTTX solutions.
- Exceptional interpersonal and communication skills with the ability to collaborate across various teams and external partners.
- Analytical mindset with the ability to derive insights from data to inform decision-making.
- Strategic thinker with the capability to translate customer needs into actionable plans.
- Previous experience in a B2B2C business model is highly desirable.
