Assistant Manager Customer Centricity - Lahore

Full time Full day

Last Date to Apply: 27th June, 2024

Employment Type: This is a full-time position.
Grade: This is a grade 2 position.
Location: This role is based in Lahore, Pakistan. (Hybrid)

About the role:

At this position you will be responsible for capturing customer voice from all customer touchpoints (i.e. Call Center, Digital & Physical). You need to ensure that each touchpoint across the customer journey is engaging, efficient, and effective. 

Your Impactful Goals will include:

This position plays an important role in management and improving of customer experience in Telenor Pakistan.

  • Champion opportunities to consistently Improve experience in Telenor Pakistan
  • Drive customer retention, reduce churn, and increase customer satisfaction
  • Map the customer journey and identify opportunities to proactively intervene on behalf of customers
  • Develop feedback listening mechanism in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
  • Mapping the service experiences of users and defining how organizations need to change what and how they deliver so it’s more effective
  • Working closely with user researchers to define and communicate people’s needs
  • Identifying how organization can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across
  • Continually review and evolve the collection of feedback regarding different processes, oversee and organize every interaction between the customer and Telenor Pakistan throughout the lifecycle.
  • Analyzing and directing on how organizations need to change to deliver more effective service
  • You need to be part of new systems and platforms implementation in order to make sure that customer experience remains intact.
  • You need to work as a liaison between Customer care and other departments in order to raise any requirements (i.e. system, product or process etc.) and ensure that a roadmap is aligned for delivery of those requirements, 


Your Typical day at work:

  • Keep a close check on customer experience targets & Customer volumes across all touch points.
  • Capture customer voice through different customer feedback (i.e. CSAT, Recall etc. ) tools.
  • Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements.
  • Liaise with internal teams such as marketing, sales, product development, MTA, Segments, Digital, technology, network, Social Media  etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
  • Help in delivering and setting customer experience strategy, goals, priorities, long-term plans and schedules.
  • Ensuring regular communication setup between customer care & other stakeholders for regular follow up on planned initiatives & new launches on different touch points.
  • Facilitate in organizing the Customer Forums, Raising customer voice with management in order to give them visibility on projects being done for customer, decisions needs to be taken for experience improvement, experience fracture points and the fixtures planned across different customer touch points.
  • Establishing a holistic framework of customer touchpoints, digital, direct and via social media channels, that would enable Telenor Pakistan to  create  a  consistent  customer  experience  across  all  channels,  influence  our  customers,  motivate  and  engage them with Telenor
  • Conduction of regular sessions with partner in order to streamline inner loop related action items and feedback.
  • Keeping a close check on volumes across different touch points and taking initiatives for automation of different customer journeys on self service channels (i.e. Chat bot, IVR, USSD etc.) 

What we are looking for?

Education: Masters /Graduation in Business Administration from well reputed university. Customer experience certification will be a plus

Work Experience:

  • Customers insights & analytics Experience – 3 Years
  • Research -Consumer Mkt.
  • Project Management Experience or certifications. 

Potential Career Path:

Manager – Customer Experience & Insights

Functional Skills/Knowledge Areas:

  • Empathy and listening
  • Stakeholder Coordination and project management
  • Speed, Flexibility & Agility
  • Data Management & Analytics
  • Knowledge of customer experience management approaches and methodologies used
  • Strategic thinking - ability to approach specific issues/problems with understanding of the larger context
  • Communication skills – strong ability to communicate, in writing or verbally, in an audience- and business-appropriate manner
  • Strong organizational skills – ability to organize information and data from various sources in an understandable and useful manner that is consistent with department standards
  • Management of multiple tasks of varied complexity simultaneously
  • Presentation – ability to present information in a clear and concise manner
  • Negotiating
  • Ability to work independently, or with a diverse group of individuals across various functional areas and organizations
  • Ability to develop, articulate and establish processes which impact cross-functional or department processes
  • Ability to work on cross-functional teams and to prioritize operational needs effectively
  • Proficiency using Microsoft Word, Excel, and PowerPoint
  • Problem solving - ability to recognize problems before they occur, to appropriately raise issues to management, to bring an insightful approach to problem solving, and to communicate issues to stakeholders in a mature, professional manner
  • Demonstrate a high degree of self-awareness, self-motivation, initiative, and attention to detail 

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