What you’ll do

• Lead the Predictive Care strategy management, organize customer base care actions aiming to achieve superior customer satisfaction, maximize NPS by increasing and sustaining customer lifetime

• Defines target group (who) and customer journey in MCCM (how), working closely with Big Data and other digital product leads to define care offers (what) and channel orchestration (where), as well as decision architects to make sure relevant developments are made. Role works closely with decision architects, marketing & commercial & channel leads.

• Designing personalized and data-driven journeys in Pega (MCMM), reduce customer disconnection with better customer engagement and activity.

• Lead the real time trigger and roadmap aiming to maximise real time engagement with our customers finding relevant best care experience triggers.

• Deep dive understanding of customer behaviors & business needs to improve squad KPIs and to build seamless experience in a horizantal approach.

• Uncovering potential care areas and conducting A/B tests to optimize core activities.

• Trying new technologies and services, explores digital opportunities to boost digital experience and engagement

• Improve, monitor and maintain journey strategy aiming to maximise customer NPS with AI driven data approach

• Main operations are care & customer ecperience journeys.

• Main KPI’s are: deliver CX journeys, decrease deep detractor %

• Effective stakeholder management of key business relationships

• Work in harmony with agile practices & get ready to own different responsibility within Squad.

Who you are

• BSc. degree in business administration, industrial engineering, economics or similar fields of engineering

• Has a strong commercial mindset, ability to define marketing and sales opportunities

• Experience in Telecommunication sector at marketing and/or commercial roles

• Highly proactive, have a strong can-do attitude

• Ambitious & competitive professional with high personal drive & leadership attitudes

• Strong analytical skills, results-driven and delivery-focused

• Pega knowhow is a plus

• Flexible on taking responsibility of other roles (commercial, marketing, channel) where needed to build a collaborative team environment and ensure team commitments are met on time and with high quality

• Strong written, verbal communication skills & interpersonal skills both in English and Turkish

• Resilient while working in competitive & rapidly changing environments

• Comfortable in problem solving & decision making

• Good team player, have social skills that enables collaboration closely and easily with core team members and stakeholders

Not a perfect fit

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

We like to keep them flexible:

 

• Vflexy: Flexible Benefits Program

• Hybrid working kit

• Ergonomic kit allowance

• Digital meal voucher

• Flexible transportation allowance.

• Employee assistance hotline & counselling

• Comprehensive and flexible private health insurance

• Discounted price deals for wide range of products & services

 

 

Plus, plenty more to enjoy!

 

#LI-Hybrid

 

 

Data Privacy

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Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

 

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. 

 

Together we can.