Customer Experience Manager
1 settimana fa
Position reporting to: Head Of Service Management Role Summary: We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional customer service for our clients. They will be the driving force behind customer satisfaction, loyalty, and advocacy, ensuring that every interaction is first‑class. This role is accountable for managing all aspects of customer operations, including major incident management, coordinating with our change management / project teams, and ensuring compliance with agreed customer processes. It includes developing close working relationships with various customer interfaces, suppliers and GCX teams. The successful candidate needs to be self‑motivated, confident, and possess strong communication skills and financial acumen. They must understand the importance of accountability and management. The role will involve hybrid working, both on site and remotely from home. Duties and Responsibilities Monitor customer feedback, reviews and drive improvements Collaborate with Product, Marketing, and Sales to align customer needs with business goals Track the success of customer experience initiatives Champion the voice of the customer in all aspects of business planning Escalation management – handle both internal and external escalations with empathy and efficiency Provide monthly service reporting and chair Customer Service Reviews where required Oversee the progress of network projects and ‘Moves, Adds & Changes’, providing periodic reporting to customers and internal stakeholders Create and manage Customer Service Plans & monthly/quarterly reporting packs SLA monitoring & reporting Manage customer documentation and inventory management with our internal teams Ensure Planned Work Notifications are communicated in a timely manner Awareness of P&L and account‑related commercials – work with Sales on efficiencies Key Performance Indicators Customer Satisfaction & NPS Service Delivery and Service Assurance KPIs Qualification & Experience Network (WAN) Experience ITIL Network / IT related Degree Experience (Min. years) 5+ years in Telecom Industry (managed services) Technical Skills Proven record in customer experience, success, or service leadership roles Strong analytical skills with the ability to interpret complex data sets Excellent communication, problem‑solving, and interpersonal abilities Service Management Change & Project Management Assurance & Incident Management Knowledge of Telecoms technologies, products & services Demonstrates an astute commercial acumen Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology, Other, and Customer Service Industries Telecommunications, IT Services and IT Consulting, and Computer and Network Security #J-18808-Ljbffr
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Customer Experience Manager
1 settimana fa
WorkFromHome, Italia GCX A tempo pienoJob Title: Service Manager Location: Milan, Italy Role Summary We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional Customer service for our clients. They will be the driving force behind Customer satisfaction, loyalty, and advocacy, ensuring that every interaction is first class. This role is accountable for...
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Customer Experience Manager
1 settimana fa
WorkFromHome, Italia GCX A tempo pienoJob Title: Service Manager Position reporting to: Head Of Service Management Location: Milan, Italy Role Summary We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional Customer service for our clients. They will be the driving force behind Customer satisfaction, loyalty, and advocacy, ensuring that every interaction is...
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Customer Experience Manager
2 settimane fa
WorkFromHome, Italia KPMG Italy A tempo pienoJoin the digital revolution, helping us to optimise the customer experience and to develop predictive models for customer behaviour Do Work That Matters - Your role and responsibilities Do you want to pursue a profession that is truly meaningful and impactful? At KPMG, you will have the opportunity to help clients, the company and colleagues address and...
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Customer Experience Analyst
2 settimane fa
WorkFromHome, Italia Safetykleen A tempo pienoSafetykleen Italia Spa, leader nella fornitura di servizi alle industrie che includono il comodato d'uso di impianti di lavaggio pezzi, la fornitura di detergenti per la pulizia, la manutenzione degli impianti e la gestione dei rifiuti prodotti, ricerca per ampliamento della struttura un/una: Responsabilità Analizzare il portafoglio clienti per identificare...
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Customer Experience Lead
1 settimana fa
WorkFromHome, Italia GCX A tempo pienoA prominent telecommunications company is seeking a proactive Service Manager to lead customer experience initiatives. This role involves overseeing customer operations, managing escalations, and collaborating with various departments to ensure customer satisfaction. The ideal candidate will have a background in telecom, strong analytical skills, and the...
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Stream Leader – Customer Experience Transformation
3 settimane fa
WorkFromHome, Italia Konecta A tempo pienoStream Leader – Customer Experience Transformation Chi siamo Konecta è una azienda globale leader nella gestione dei processi aziendali e nell'outsourcing digitale per il customer management, con 120.000 dipendenti appassionati che operano in 30 lingue, su 4 continenti e in 26 paesi. Concentrandosi sulle esigenze e opportunità specifiche di ogni settore,...
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Hybrid CX Leader: Elevate Customer Experience
1 settimana fa
WorkFromHome, Italia GCX A tempo pienoA leading telecom company in Milan is seeking a Customer Experience Manager to enhance customer service and satisfaction. This role involves managing customer operations, driving improvements based on feedback, and collaborating with various teams. Candidates should have over 5 years of experience in the telecom industry and possess strong communication and...
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Customer Experience Senior Consultant
3 settimane fa
WorkFromHome, Italia KPMG Italy A tempo pienoJoin the digital revolution, helping us to optimise the customer experience and to develop predictive models for customer behaviour Do Work That Matters - Your role and responsibilities Do you want to pursue a profession that is truly meaningful and impactful? At KPMG, you will have the opportunity to help clients, the company and colleagues address and...
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Fintech Customer Experience Specialist
1 settimana fa
WorkFromHome, Italia Whatjobs A tempo pienoA growing fintech company near Milan is seeking a Customer Support Specialist to effectively manage and resolve customer inquiries. Ideal candidates will have 2-4 years of customer care experience, especially in banking or finance, and possess strong problem-solving skills. The role offers a competitive salary up to €30k, opportunities for professional...
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Hybrid Customer Experience Lead- Telecom
1 settimana fa
WorkFromHome, Italia GCX A tempo pienoA leading telecom service provider is seeking a proactive Service Manager in Rome, Italy. The ideal candidate will drive customer satisfaction and service excellence, managing operations and incident resolution processes. Responsibilities include collaborating across departments, providing service reports, and overseeing customer documentation. Candidates...
