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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Senior Manager, Customer Management Solution (CMS)
Responsibilities
- Own and drive end‑to‑end CX lifecycle and processes, from customer onboarding, servicing, engagement, retention, to advocacy.
- Define and manage customer journeys, moments‑of‑truth, and service standards across channels (digital, contact centre, intermediaries, operations).
- Drive continuous improvement by identifying pain points, root causes, and experience gaps across the customer lifecycle.
Digital Applications Strategy & Ownership
- Act as platform manager for CX related digital applications (e.g., customer portals, mobile apps, self‑service platforms).
- Define the digital roadmap aligned to CX priorities and business strategy.
- Lead requirements definition, user stories, and acceptance criteria, ensuring solutions are customer‑centric and business‑driven.
- Oversee application lifecycle management, inc...