Responsibilities
Support CX Area Manager to anchor and drive defined projects for Area CX across teams.
Support CX Country Managers on defining local KPIs and ensure performance management cycles are in place and followed up across CX teams.
Coordinate and review all CX functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption in support to CX leadership
Drive process standardization across the Area CX function
Actively drive e-commerce uptake and ensure stability/control in the Area CX activities through performance management and collaboration across teams
Deliver defined projects for Area CX functional excellence activities
Actively drive the strategy and execution thereof in the area CX functions (across countries)
Actively drive process improvements in order to deliver on Area CX targets and ambitions for a good customer experience
Drive implementation of good practices from fragmentation to scalable knowledge

Accountable For
Driving and anchoring global initiatives
Maintaining Operating System
Deploying standard processes
Receiving and deploying new processes and initiatives
Change load in the area (within the CX function)
Good practice Implementation
Identifying opportunities to improve

Critical Competencies
Excellent understanding and focus on Customer Experience and Execution of products
Excellent understanding of products in scope
Understanding E2E Business Landscape and Operational Excellence
Highly structured and analytical
Process improvement & Project Management skills
Strong influencing skills and stakeholder management
Result driven combined with the ability to achieve results through people•
Proven leadership skills
Challenge status quo

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