Job Description
**Role Overview**
We are seeking a dynamic and results-driven Manager with strong expertise in **data analytics** , **customer experience** , and **business process optimisation** . This role requires a strategic thinker who can translate insights into actionable improvements, drive operational excellence, and present compelling recommendations to senior leadership.
**Key Responsibilities**
+ **Data Analytics & Insights**
+ Prepare and track the functional budget for International Customer Care.
+ Report on operational performance, including internal teams and vendor partners.
+ Monitor and analyse vendor compliance and service-level agreements (SLAs).
+ Analyse complex data sets to identify trends, opportunities, and areas for improvement.
+ Develop dashboards and reports to monitor performance metrics and customer experience KPIs.
+ **Customer Experience Leadership**
+ Design and implement strategies to enhance end-to-end customer journeys.
+ Collaborate with cross-functional teams to ensure customer-centric processes.
+ Map and improve business processes to increase efficiency and reduce friction.
+ Implement best practices for workflow management and continuous improvement.
+ **Strategic Communication**
+ Prepare and deliver clear, persuasive presentations to senior leadership.
+ Build business cases supported by data-driven insights to influence decision-making.
+ **Problem Solving & Business Acumen**
+ Apply critical thinking to resolve complex challenges and drive sustainable solutions.
+ Align initiatives with organisational goals and financial objectives.
**Qualifications & Skills**
+ Bachelor’s degree in Business, Analytics, or related field.
+ Proven experience in **data analytics** , **customer experience management** , and **process improvement** .
+ Strong business acumen with ability to link insights to strategic outcomes.
+ Excellent problem-solving skills and ability to manage ambiguity.
+ Exceptional organisational skills and attention to detail.
+ Advanced proficiency in data visualisation tools (e.g., Power BI, Tableau) Workforce Management software and MS Office Suite.
+ Outstanding communication and presentation skills, with ability to influence senior stakeholders.
We are seeking a dynamic and results-driven Manager with strong expertise in **data analytics** , **customer experience** , and **business process optimisation** . This role requires a strategic thinker who can translate insights into actionable improvements, drive operational excellence, and present compelling recommendations to senior leadership.
**Key Responsibilities**
+ **Data Analytics & Insights**
+ Prepare and track the functional budget for International Customer Care.
+ Report on operational performance, including internal teams and vendor partners.
+ Monitor and analyse vendor compliance and service-level agreements (SLAs).
+ Analyse complex data sets to identify trends, opportunities, and areas for improvement.
+ Develop dashboards and reports to monitor performance metrics and customer experience KPIs.
+ **Customer Experience Leadership**
+ Design and implement strategies to enhance end-to-end customer journeys.
+ Collaborate with cross-functional teams to ensure customer-centric processes.
+ Map and improve business processes to increase efficiency and reduce friction.
+ Implement best practices for workflow management and continuous improvement.
+ **Strategic Communication**
+ Prepare and deliver clear, persuasive presentations to senior leadership.
+ Build business cases supported by data-driven insights to influence decision-making.
+ **Problem Solving & Business Acumen**
+ Apply critical thinking to resolve complex challenges and drive sustainable solutions.
+ Align initiatives with organisational goals and financial objectives.
**Qualifications & Skills**
+ Bachelor’s degree in Business, Analytics, or related field.
+ Proven experience in **data analytics** , **customer experience management** , and **process improvement** .
+ Strong business acumen with ability to link insights to strategic outcomes.
+ Excellent problem-solving skills and ability to manage ambiguity.
+ Exceptional organisational skills and attention to detail.
+ Advanced proficiency in data visualisation tools (e.g., Power BI, Tableau) Workforce Management software and MS Office Suite.
+ Outstanding communication and presentation skills, with ability to influence senior stakeholders.
Apply for this Position
Ready to join ? Click the button below to submit your application.
Submit Application