Head of Customer Experience (Telecommunication)

Monroe Consulting Group | Indonesia | ID

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Strong understanding of telecommunications networks particularly in the context of FTTX solutions Head of Customer Experience Telecommunication ...

Head of Customer Experience (Telecommunication)
  • Sector: Monroe Infrastructure & Telecommunications
  • Contact: Herwinda Nurmala Dewi
  • Client: Monroe Consulting Group
  • Location: Indonesia
  • Salary: Negotiable
  • Expiry Date: 17 April 2024
  • Job Ref: BBBH435357 _1710756011
  • Contact Email: herwinda@monroeconsulting.com

Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a Multinational Telecommunication Company for the role of Head of Customer Experience with at least 10 years experience in the field.

Primary Responsibilities:

  • Formulate and execute a customer experience strategy that aligns with the companys business goals.
  • Inspire and lead cross-functional teams to deliver outstanding customer experiences.
  • Collaborate with internal teams, including engineering, sales, and marketing, to harmonize customer experience initiatives with overall business strategies.
  • Cultivate and nurture strong relationships with ISPs, comprehending their needs and challenges.
  • Serve as a point of contact for complex issues arising between our underlying network infrastructure and ISPs interactions with end-user consumers.
  • Facilitate communication and collaboration to promptly resolve issues.
  • Develop and implement crisis management plans to minimize customer impact.
  • Ensure a comprehensive approach to customer experience, considering the entire B2B2C journey from our infrastructure to the end-user.
  • Deploy strategies to enhance service delivery and alleviate customer pain points.
  • Leverage customer feedback, data analytics, and market research to identify areas for improvement.
  • Translate insights into actionable plans to elevate the overall customer experience.
  • Implement continuous improvement initiatives to optimize processes and systems related to customer experience.
  • Foster innovation to stay ahead of industry trends and meet evolving customer expectations.
  • Analyze and map the end-to-end customer journey to pinpoint pain points and opportunities for enhancement.
  • Implement strategies to streamline and enhance the customer experience at each touchpoint.


Key Skills/Experience:

  • Bachelors or Masters degree in Business, Marketing, or a related field.
  • A minimum of 10 years of relevant experience in customer experience within the telecom services sector.
  • Proven leadership experience focused on customer experience, preferably in the telecom industry.
  • Strong understanding of telecommunications networks, particularly in the context of FTTX solutions.
  • Exceptional interpersonal and communication skills with the ability to collaborate across various teams and external partners.
  • Analytical mindset with the ability to derive insights from data to inform decision-making.
  • Strategic thinker with the capability to translate customer needs into actionable plans.
  • Previous experience in a B2B2C business model is highly desirable.

Informasi Tambahan :

  • Perusahaan : Monroe Consulting Group
  • Posisi : Head of Customer Experience (Telecommunication)
  • Lokasi : Indonesia
  • Negara : ID

Cara Mengirimkan Lamaran :

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Proses Selanjutnya

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Tanggal Tayang : 19-03-2024

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