Manager CE & Digitalization

About the role

The Manager CE & Digitalization will lead customer experience initiatives and drive digital transformation across the telecom segment.

Key responsibilities

• Support customer journey design for propositions, campaigns and digital services.
• Drive digitalization initiatives such as online recharges, e‑shop performance and multi‑channel integration.
• Manage unified communication across sub‑segments and act as liaison with channels.
• Own NPS and CSAT metrics, create action plans and monitor customer issues.
• Develop and implement CE strategy, roadmaps and transformation programs aligned with business units and EXCO.
• Design Level 1 customer experience across all channels and ensure compliance with CE guidelines in PLM processes.

Required profile

• Bachelor’s degree in Marketing, Business Administration or Telecom Engineering.
• 7‑12 years of experience, including at least 5 years in a marketing/experience role within telecom.
• Proven line or project management experience on customer‑experience initiatives.

Required skills

• Management and leadership abilities.
• Excellent networking skills.
• Deep understanding of the telecommunications customer lifecycle.