Customer Experience Measurement and Analytics Manager (Senior Manager)

Customer Experience Measurement and Analytics Manager (Senior Manager)
  • Entreprise : Orascom Télecom Algérie
  • Fonction : Commercial, Vente, Relation client
  • Secteur : Informatique, Télécom, Internet
  • Lieu : Alger


Contribution to synchronize the entire value chain across the organization to deliver the right products, services and experience to the customers, as per their profiles, needs and stage of life with our company, in a way that leads to improved customer loyalty, reduced churn, sustainable ARPU enhancement and optimized allocation of resources in line with the customer value. Custodian of Complete Customer Experience at our company, starting from pre-purchase through all life stages, across all touch points from Distribution Channels, CC,  Network, BAP and Products & Services.


– Design and steer implementation of the Optimal Customer Experience across the Value Chain, working very closely with all functions within our company

– Segment the customer base into actionable and meaningful profiles/life stages

– Define and implementing Optimal and Measurable Service Levels (Network, Touch points, Product, overall Experience) for each Profile

– Define and Implement the internal and external « NPS measurement » (Net Promoter Score) by Top Down and Bottom Up approaches;

– Define and  Implement the « Customer journey mapping »

– Define and implement and edit all CEM Dashboards and Reporting


– Master’s Degree in Business Administration.

Related Experience:

– Seven (07)  years of relevant experience

Linguistic skills:

– English, French and Arabic: written and spoken

Computer literacy:

– Should be proficient in MS Office and relevant software, Oracle (Business objects)

Basic competencies:

– Strong analytical skills

– Should have an understanding of the Business Value Chain

– Ability to work effectively with diverse teams

– Ability to steer projects to drive productive outputs

– Should have an entrepreneurial spirit

– Able to work under stress

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