Manage external business contacts including - if applicable - their selection, termination and management as well as the monitoring of their effectiveness - Standardise customer handling processes for the three markets, following up critical escalated customer cases as well as by implementing a management reporting system to identify trends and develop measures. Provide a first escalation point for the CRC team and handle direct customer contact as required, but minimum 10% of your working time. * Define, measure and ensure KPIs, report them to MAF/MMNL/MMB/MME Management and lead MME to take corrective actions if necessary * Supervise contact of MLE CRC with MAF/MMB/MMNL dealers and interfere in escalated cases if necessary * As BO of CRC, be the single point of contact and the key interfaces with MME regarding the all applications used in your department and the processes ...
plus