• Customer turn off management; Coordinate workshops to accumulate customer turn-offs from customer facing units such as sales
  • Drive market research department and research agencies to ensure timely and accurate data provision for the customer turn-offs
  • Produce and report measures showing: customer turn-off index to interpret the negative experiences customers are facing today,
  • Set-up competitive analysis to highlight opportunities and threats within customer experience management
• Customer advocacy; Set-up and implement measures to track customer advocacy (net promoter score) and assure continuous improvement of tracking capabilities
• Program management; Prioritize projects based on customer impact and relevance in a cost effective way
  • Develop strong working relationships with dedicated crossfunctional teams to ensure customer needs and demands are well understood and requirements are met
• Customer experience compliancy; Define demand management process together with PMO governance department to ensure that necessary inputs and control mechanisms are in place to produce products & services that are customer experience compliant

• University graduate, MBA is a plus, 
• At least 4 years of experience implementing customer experience programs in a large organization, 
• Good understanding of the telecoms market and drivers of customer satisfaction and advocacy, 
• Strong statistical and methodological competency,
• Skill in managed implementation of cross-functional initiatives,
• Good project management skill,
• Excellent communication & presentation skills
• Very good command of English

Grafton Recruitment, Türkiye İş Kurumu (İŞKUR) denetiminde 31.01.2006 tarihli 107 no'lu lisans sahibi özel istihdam bürosudur.