Role Overview

We are seeking a dynamic and results-driven Manager with strong expertise in data analytics, customer experience, and business process optimisation. This role requires a strategic thinker who can translate insights into actionable improvements, drive operational excellence, and present compelling recommendations to senior leadership.

Key Responsibilities

Data Analytics & Insights  Prepare and track the functional budget for International Customer Care. Report on operational performance, including internal teams and vendor partners. Monitor and analyse vendor compliance and service-level agreements (SLAs). Analyse complex data sets to identify trends, opportunities, and areas for improvement. Develop dashboards and reports to monitor performance metrics and customer experience KPIs. Customer Experience Leadership  Design and implement strategies to enhance end-to-end customer journeys. Collaborate with cross-functional teams to ensure customer-centric processes. Map and improve business processes to increase efficiency and reduce friction. Implement best practices for workflow management and continuous improvement. Strategic Communication  Prepare and deliver clear, persuasive presentations to senior leadership. Build business cases supported by data-driven insights to influence decision-making. Problem Solving & Business Acumen  Apply critical thinking to resolve complex challenges and drive sustainable solutions. Align initiatives with organisational goals and financial objectives.

Qualifications & Skills

Bachelor’s degree in Business, Analytics, or related field. Proven experience in data analytics, customer experience management, and process improvement. Strong business acumen with ability to link insights to strategic outcomes. Excellent problem-solving skills and ability to manage ambiguity. Exceptional organisational skills and attention to detail. Advanced proficiency in data visualisation tools (e.g., Power BI, Tableau) Workforce Management software and MS Office Suite. Outstanding communication and presentation skills, with ability to influence senior stakeholders.