Customer Experience Manager

Job Title : Service Manager Position reporting to: Head Of Service ManagementLocation : Milan, ItalyRole Summary:We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional Customer service for our clients. They will be the driving force behind Customer satisfaction, loyalty, and advocacy, ensuring that every interaction is first class. This role is accountable for managing all aspects of customer operations, including major incident management, coordinating with our change management / project teams and responsibility for compliance with agreed customer processes. It includes developing close working relationships with various customer interfaces, suppliers and GCX teams.The successful candidate needs to be self-motivated and confident with strong communication skills & financial acumen. They need to understand the importance of accountability and management.The role will involve hybrid working, both on site and remotely from home.Duties and ResponsibilitiesMonitor customer feedback, reviews and drive improvementsCollaborate with Product, Marketing, and Sales to align customer needs with business goalsTrack the success of customer experience initiatives Champion the voice of the customer in all aspects of business planningEscalation management – handle both internal and external escalations with empathy and efficiencyProvide monthly service reporting and chair Customer Service Reviews where required Oversee the progress of network projects and ‘Moves, Adds & Changes’, providing periodic reporting to Customers and internal stakeholdersCreate and manage Customer Service Plans & monthly/quarterly reporting packsSLA monitoring & reportingManage Service Improvement Plans if requiredManaging Customer documentation and inventory management with our internal teamsEnsure Planned Work Notifications are communicated in a timely manner Awareness of P&L and account related commercials – work with Sales on efficienciesKey Performance IndicatorsCustomer Satisfaction & NPSService Delivery and Service Assurance KPIsOn time & Accurate BillingQualification & ExperienceFluent in English & ItalianNetwork (WAN) ExperienceITILNetwork / IT related DegreeExperience (Min. years)5+ years in Telecom Industry (managed services)Technical Skills:Proven record in customer experience, success, or service leadership rolesStrong analytical skills with the ability to interpret complex data setsExcellent communication, problem-solving, and interpersonal abilitiesA passion for creating exceptional customer experienceService ManagementChange & Project ManagementAssurance & Incident ManagementKnowledge of Telecoms technologies, products & services Demonstrates an astute commercial acumen