CX Mgr - Consumer Tech & Orders
Why work for us:
At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:
Role Purpose:
The CX Mgr. for Consumer Tech & Orders will be responsible for leading the CX strategy and identifying the improvement initiatives to deliver an outstanding customer experience when ordering a new service & getting support on an existing product offering.
The role sits within the Commercial Operations (COPS) directorate & requires a customer-focused and results-driven approach, with strong stakeholder engagement & ability to communicate at exec level.
Essence of Role – Key Accountabilities:
Responsible to improve the customer experience, utilising insights from Net Promoter Score’s (NPS), front line feedback & industry
Responsible to deliver on Business target for JNPS
Ensure CX measures are in place for key customer journeys and optimize the related CX performance.
Deep understanding of products & technology’s to build an understanding of each customer group and their specific need & to ensure that the entire process is transparent for the customer and they know what to expect at each stage.
Embrace & drive digital strategies that make it easier & more effective for our customers to interact with Vodafone
Collaborate with variety of teams and stakeholders to align the business goals and customer expectations
Represent the customer in assessment of new product and proposition definitions.
Embrace & drive digital strategies that make it easier & more effective for our customers to interact with Vodafone
Support the Consumer Tech & Orders team on delivering on operational goals of first call resolution(FCR), Connection Rate & JNPS
We Are Looking For You, If You Have:
Demonstrable ability to improve CX in technology company
A customer-centric mindset and a passion for solving customer problems.
Fixed Telecoms experience with knowledge of related products
Excellent relationship management & influencing skills, & to be very comfortable interacting with all levels including Senior Executives
Ability to visually represent insights & outcomes
Who we are:
Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.
When choosing us……….
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.
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