The Role:
We are now seeking a Programme Manager for Mobile whose main responsibility will be to develop and implement the business readiness plan for Customer Care. You will be tasked with leading the Customer Care workstream as part of the company-wide mobile deployment programme. You will collaborate with various stakeholders in the business to ensure a successful launch and ultimately deliver a best in class service to our mobile customer base. Following our launch into the mobile market you will be responsible for on-going business change in the Customer Care department.
Specific Responsibilities:
• Define the Customer Care strategy for best in class service for mobile telephony• Project manage the set-up of the Customer Care support centre including vendor service agreements• Lead, manage and co-ordinate the deployment and business readiness programme on behalf of Customer Care• Ensure the programme is delivered to time, to budget and will deliver on the customer experience and quality requirements• Create and maintain programme documentation and provide comprehensive reporting on progress to key stakeholders and programme sponsor• Grow a strong network across the business and partner with business teams within Customer Care and across all key stakeholder functions to support and rationalize strategic initiatives that will drive customer experience, deliver operational efficiencies and grow revenue.• As part of the programme, agree and sign off process development, CRM system deployment, manage user acceptance testing, customer trials and launch support team for Customer Care
Essential Knowledge, Skills and Experience
• Experience in the mobile sector is essential• Possess organizational, planning and project management skills and ability to effectively drive project to successful completion (PMI / Prince 2 certification a plus)• Experience of implementing business change within mobile sector• Strong operational background in a customer contact environment, customer experience management, customer journey mapping and NPS/VOC programmes is desired • Demonstrated ability to work across multiple job levels and organizational boundaries to generate results and accomplish goals across a complex organization• Excellent MS Office skills and project software• MA/BS in Business or other relevant third level qualification![]()
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