My client a Netherlands based telco are seeking a Senior Manager eServices to drive a multi-million euro saving program of work across the group, they will be accountable for the business case, return on investment, savings, NPS associated with the eServices strategy and capabilities.

The manager will be expected to drive and deliver transition plans, capabilities, requirements for call reduction to other parts of the business in a complex multinational environment as well as create a vibrant community of country experts driving industry level best practices in the area.

The senior manager will be expected to be the key pan-european driver behind:

• the company-wide transition of care/service to digital through identification of customer journeys that can be transitioned from offline to online (contact deflection) and development of high quality solutions to meet this consumer need.
• the minimization of customers need to contact markets via assisted voice/non-voice service channels (contact volume reduction, call avoidance).

Success is measured by the ability to deliver an excellent customer experience whilst helping to reduce the overall cost to service individual customers. Key to success is the management of a framework to deliver a pipeline of new (digital) customer service capabilities prioritised by analysis & optimisation of existing (digital) care/service journeys and approaches to avoid unnecessary customer contacts.

Willingness to travel if and when required. This role is based in the Netherlands. 

Main Responsibilities:
eService program creation/deployment/optimisation:

• Development of overall digital care/service strategy as part of the overall care/service strategy
• Development of value drive service contact strategy across touch points
• Development and maintenance of digital care/service maturity models and capability roadmap demand
• Development and maintenance of a toolbox of productized best practices and implementation tools in Digital service channels, which can be implemented and serve as learnings across the group
• Development of new programs for rollout in multiple markets
• Optimisation of the broad eService ecosystem, such as social care, chat, service email campaigns and personalised videos, thus driving the channel modernization across the group
• Essential is collaboration with the Corporate Customer Care team and eCare product managers to feed service requirements into the eCare product roadmap
• Development of go-to-market eService strategies for new products
• Benchmarking of eService eco-systems and performance of new countries

Contact volume reduction:

• Use, develop and/or optimize reporting and insight capabilities to understand current contact volume drivers and identify opportunities -through root cause analyses- for addressing current issues to eliminate contact volumes
• Development of overall Contact volume reduction / experience improvement strategy and framework as part of the overall care/service strategy
• Responsibility includes collaboration with the Corporate Care team, Customer Experience team, Product team, BI team and with local country Care teams
• eService performance management
• Continual coaching, steering and support for country operations to deliver best self-service results for the group
• Implementation and control of company-wide set of KPI definition, including operational KPIs by channel and qualitative KPIs by channel (i.e. tNPS)
• Development and ownership of care/service reporting and dashboards used to monitor performance and benchmark country performance throughout the group
• Develop and maintain a universal template for program level service business cases which serves as input for the overarching business case and will be used in all countries
• ROI / business case to drive the eCare program investments going forward

eService innovation:

• Creation of new service journeys across all (digital & multi-channel) service touch-points and experiences to drive self-service adoption
• Creation and optimisation of multi-channel -digital first- care customer journeys
• Collaboration with ECRM, Social Media, Online marketing to deliver online service excellence 
• Thought leadership in eCare customer experience monitoring, challenging the way of doing things and ensuring eService journeys are best in class and delivering a differentiated customer experience
• Develop the Companies “eCare experts community” across all countries
• Identification and adoption of the leading external best practices

Sales through eService:

• Working alongside eCommerce/ECRM and offline touch points to grow online sales performance for existing customers through service journeys

Key Performance Indicators:

• Drive Self-care to an associated call reduction
• Deliver call reduction savings through call reduction programs (approx.. 20M Euros/ year)
• Increase tNPS YoY with 3 points for min. 4 countries for defined service journeys
• Develop social care and chat service channels by increasing usage with 20% YoY
• CAPEX investment of 6M Euros / Year
• Increase customer self-service completion rate (start task online, complete task online, first time resolution)
• Increase online sales performance for existing customers though eService journeys
• Establish cross-channel optimization scenarios and total cost to serve associated with new channels (eg social, chat)

Knowledge, Skills & Experience:

Preferred education/ qualifications:

• Bachelor’s Degree / Master’s Degree in appropriate subject

Knowledge & Experience:

• Good understanding of online product lifecycle management and online development
• Detailed understanding of key customer service needs such as products, customer care, billing & collection
• Customer obsessed, must have complete end to end understanding of steering eService business with a track record of success
• Proven world-class expertise in omni-channel customer experience and technology
• Good understanding of contact center operations; voice channels as well as its emerging assisted non-voice care channels
• Minimum 6-8 years of experience in online/digital care/service
• International business experience preferrable
• Industry experience in subscription based mobile, cable, ISP or technology products is preferred
• (Strategic) management consulting experience is preferred

Skills & Abilities:

• Exceptional interpersonal, verbal and written skills  
• Strong strategic capability balanced with drive to implement and deliver high performing programs
• Strong organizational, interpersonal, presentation, oral and written communications skills required
• Ability to work independently and manage multiple priorities
• Fluent in English (other languages a bonus)

If you would like a confidential chat about this role, please contact lsheedy@alternatives.ie or call 00353 1 6909719