Take responsibility for and control the goodwill/goodies budget provided by MLE, MAF, MMB, MMNL as well as sign off of goodwill requests in the CRM system and report them to the markets - 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. Develop and ensure implementation of relevant policies, processes and systems Facilitate the implementation and optimisation of relevant IT systems to support relevant business processes and the CRC - Be responsible for the continuous optimization of the IT systems * Improve involvement of MAF, MMB, MMNL dealers in case of customer complaint handling by identifying processes and system requirements
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