Project specification
Period 15.11.2022 - 28.02.2023
Location Munich, Germany
Capacity from 50%
Daily rate 800 - 960€
Remote up to 100%
Project expertise
Industries
Telecommunication
Areas
Customer Service Marketing Strategy
Description
- Experienced Customer Experience Manager in the contract customer business (especially customer journey management and boosting NPS)
- Collecting current customer feedback/insights and actively bringing topics into all customer-relevant areas
- Comprehensive understanding of NPS surveys, analysis, and the significance of customer satisfaction for a company
- Drawing up recommendations for action based on the results of NPS changes over time (root cause analysis, defining measures, etc.)
- Identifying pain points in the current as-is customer journeys including customer communications and defining the relevant to-be customer journeys
- Identifying market trends and deriving customer love points, supporting cross-functional strategy projects on NPS and customer experience topics
- Creating high-level business cases for the financial evaluation of NPS effects
Requirements
- Interface management (skilled in dealing with various interfaces, especially retention, cross- and upsell, brand, analytics, go-to-market, online, customer service, and retail)
- Experience in moderating and handling political issues
- Telecommunications knowledge required
- Proactive and communicative (driving topics forward)
- Seniority level: > 5 years of experience
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Frequently asked questions
The project is based in Munich, Germany.
The project preferably starts in November 2022 and is planned to end in February 2023 (3 months).
The project requires a commitment of 50 - 100% capacity (full-time).
The project offers 0 - 100% remote work.
The project offers a daily rate of 800 - 960€ which breaks down to an hourly rate of 100 - 120€/h.
The project is related to the following industry: Telecommunication.
The project covers the following business areas: Customer Service, Marketing, and Strategy.
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