Customer Care Project Manager

JOB DESCRIPTION

Job Title

Customer Care Project Manager

Business Area – Position within the company – Reporting level

Reporting to the B2B Operations Director

Short description of the job functions

 Under the B2B Operations Director supervision, these will be the responsibilities and functions for the role:

• To manage the implementation of the Customer Care Model and processes in the B2B area in cooperation with the “countries” in the Business segment (specifically in SMEs)
• Fix the basics in each OB according to the defined global vision.
• Define and follow up of business’ KPIs, to insurance the model’s quality, to quantify obtained efficiencies and the associated incomes’ growth.
• To diagnose the set of capacities (customer service model and business processes) that every OB uses to attend to the Clients within the Business segment previously to the implementation
• To deploy the model in OBs according to the fixed guidelines: customer service strategic headlines, customer service models upon segment value chain , customers segment based on the operation model, regionalization/ globalization of customer service model organizations design criteria, key parameters for the management of the model and it’s goals as well as follow up indicators.
• To make sure the end to end processes map for the enterprise segment following the established principles in the operation model.
• To adapt processes and the operation model to the specific peculiarities of each country/region in the Business segment.

As soon as possible

Country / City of residence

Spain (Madrid)

REQUIRED SKILLS

Generic Skills & Technical Knowledge

Strong negotiation skills

 Assertive communication skills, presentation skills

 Proven business analysis skills

 Ability to manage complex teams across multiple sites and create a sense of teamwork

 Strong Leadership

 Good at dealing with uncertainty

 Global results orientation

 Deep Knowledge of Telco e2e business processes for business segment

 Experience of complex program management

 Strong technical background working in a variety of projects and programs

Computing skills

• Outlook, Excel, PowerPoint, Word, Project

Salary Level

According to applicant’s experience and skills

Languages (required level)