Customer Excellence Associate Manager

## Role Purpose:

• Lead the development and execution of the overall Customer Excellence (CXX) strategy, ensuring alignment with Vodafone’s vision to drive competitive differentiation.
• Oversee and guide Customer Excellence Specialists in delivering high-quality observations, TNPS gap analysis, and actionable recommendations.
• Ensure effective root cause resolution, customer satisfaction improvement, and operational excellence through cross-functional collaboration with Commercial, Technology, and Customer Service teams.
• Act as the strategic point of contact for stakeholders, driving customer-centric initiatives and continuous improvement plans.

## Key Responsibilities:

Strategy & Planning

Develop, review, and continuously enhance the CXX initiatives roadmap in alignment with business objectives.

• Identify key customer pain points through aggregated TNPS and quality insights, translating them into strategic action plans.
• Benchmark Vodafone’s customer experience against competitors to identify market opportunities.

People Leadership & Coaching

• Manage, coach, and mentor Customer Excellence Specialists to ensure consistent quality observations, accurate analysis, and effective customer feedback management.
• Conduct calibration sessions to ensure consistent quality monitoring standards.
• Oversee onboarding and training sessions for new frontline and vendor teams.

Operational Excellence

• Ensure accurate and timely reporting to Commercial Owners and stakeholders (weekly, monthly, and ad-hoc).
• Track and monitor root cause analysis outcomes, ensuring action plans are executed and measured for effectiveness.
• Approve and prioritize outbound call campaigns (mystery shopping, surveys, benchmarking).
• Drive continuous improvement projects to enhance customer experience and operational processes.

Stakeholder Management

• Lead regular stakeholder meetings, present insights, and influence decision-making at senior levels.
• Act as the escalation point for critical customer complaints, ensuring fast and effective resolutions.
• Serve as the primary liaison between Customer Excellence, Commercial, Technology, and Customer Service teams.

Innovation & Change Management

• Campaigning new initiatives and innovations to enhance TNPS & FCR, reduce customer effort, and build loyalty.
• Ensure smooth implementation of process enhancements, including participation in UATs and system change validation.

## Competencies & Skills

• Minimum of 5 years’ experience in the customer care Egypt.

• Previous quality assurance experience is a plus.

• Strong leadership, coaching, and people management skills.

• Excellent analytical and strategic thinking capabilities.

• Proven stakeholder management and influence at senior levels.

• Deep understanding of Vodafone’s products, services, and TNPS methodologies.

• Strong presentation, negotiation, and communication skills.

• Advanced reporting and data visualization skills (Excel, PowerPoint, BI tools).

• High level of adaptability and resilience to drive change.

## Key Accountabilities:

• Improvement in the experience KPIs (TNPS, FCR, Quality and soft skills) scores across monitored channels.
• 100% of implemented action plans based on Customer Excellence recommendations.
• Reduction in repeat complaints and root cause recurrence rates.
• Timeliness & accuracy of reporting delivered to stakeholders.
• Specialists’ performance quality score & calibration accuracy.
• Stakeholder satisfaction with Customer Excellence insights & initiatives.

## Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

## Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.