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May

Customer Experience Manager

Lycamobile Group - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Customer Experience and Process Manager

About us

Lycamobile is the world's largest international virtual mobile network operator with over 16 million customers and a new customer joining every two seconds. Our focus on customer service and innovative business strategy has seen it outgrow its competitor set, achieving greater coverage of the European population than any other network operator.


Founded in 2006, Lycamobile is across 23 countries. Lycamobile's sheer span, focus on customer service and innovative business strategy has seen it outgrow its competitor set, achieving greater coverage of the European population than any other network operator.


The Role

The Customer Experience and Process Manager will have the opportunity to make a real difference to our customers, employees, and business. Leading a true Customer Experience first approach, you will thrive in driving the adoption of the “customer obsessed” mindset – where relying on minimums simply is not enough. With the desire to delight, you will review, document, and optimise our customers lifecycles across all channels within our business.


Role and Responsibilities:

  • Drive customer centric development and engagement initiatives.
  • Directly influence customer journeys and touch points to create the simplest experience through your insights and market understanding.
  • Support the business with the coordination of customer engagement activities eg. Customer Days, Team Building, staff/partner training and development.
  • Lead and drive our CX program.
  • Research and anticipate industry trends.
  • Position Lycamobile to best satisfy our customers in all their interactions with us.
  • Align internal resources and coordinate cross-functional teams to create a seamless solution for current or future customers.


What we are looking for

You are our customer champion. You will bring your passion for providing the best customer experience to work every day! Creating the best experience for every one of our customers is what you live and breathe. You are highly motivated, entrepreneurial, and thrive in a fast-paced environment. You have a background in Consumer Goods and are passionate about driving organisation growth through customer acquisition and retention whilst creating customer simplicity and brand advocacy.

Highly organised, detail-oriented, and dependable. No job is beneath you and you will roll up your sleeves and do whatever it takes to get the task done. Exceptional communication skills, both verbal and written, and bring positivity and passion to all your interactions.

Skills and Experience

  • Experience in facilitating and rolling out customer centric initiatives across an organisation.
  • Self-motivated personality and ability to deal effectively with ambiguity. A proactive self-starter.
  • Strong influencing skills that can persuade a cross-organisational team to modify processes to improve customer experience.
  • Excellent speaking-listening-writing skills, with strong attention to detail.
  • Project management experience is a plus.
  • Superior organisational, prioritisation and multi-tasking ability.
  • Advanced Microsoft skills including excel and power point.
  • The ability to see the 'big picture' and have an innovative & proactive approach.

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