{"id":2451334,"url":"https://alion.io/job/vodafone-group-customer-excellence-associate-manager","title":"Customer Excellence Associate Manager","company":{"id":51587,"name":"Vodafone Group","domain":"vodafone.com","url":"https://alion.io/company/vodafone-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"C","score":58,"open_postings":522,"ghost_share":0.446,"stale_share":0.236,"repost_share":0.609,"time_to_fill_p50_days":53,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":90000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1820},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T09:47:33Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T02:30:25Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Purpose:\n\nLead the development and execution of the overall Customer Excellence (CXX) strategy, ensuring alignment with Vodafone’s vision to drive competitive differentiation.\nOversee and guide Customer Excellence Specialists in delivering high-quality observations, TNPS gap analysis, and actionable recommendations.\nEnsure effective root cause resolution, customer satisfaction improvement, and operational excellence through cross-functional collaboration with Commercial, Technology, and Customer Service teams.\nAct as the strategic point of contact for stakeholders, driving customer-centric initiatives and continuous improvement plans.\nKey Responsibilities:\nStrategy & Planning\nDevelop, review, and continuously enhance the CXX initiatives roadmap in alignment with business objectives.\nIdentify key customer pain points through aggregated TNPS and quality insights, translating them into strategic action plans.\nBenchmark Vodafone’s customer experience against competitors to identify market opportunities.\nPeople Leadership & Coaching\nManage, coach, and mentor Customer Excellence Specialists to ensure consistent quality observations, accurate analysis, and effective customer feedback management.\nConduct calibration sessions to ensure consistent quality monitoring standards.\nOversee onboarding and training sessions for new frontline and vendor teams.\nOperational Excellence\n Ensure accurate and timely reporting to Commercial Owners and stakeholders (weekly, monthly, and ad-hoc).\nTrack and monitor root cause analysis outcomes, ensuring action plans are executed and measured for effectiveness.\n Approve and prioritize outbound call campaigns (mystery shopping, surveys, benchmarking).\nDrive continuous improvement projects to enhance customer experience and operational processes.\nStakeholder Management\nLead regular stakeholder meetings, present insights, and influence decision-making at senior levels.\nAct as the escalation point for critical customer complaints, ensuring fast and effective resolutions.\nServe as the primary liaison between Customer Excellence, Commercial, Technology, and Customer Service teams.\nInnovation & Change Management\nCampaigning new initiatives and innovations to enhance TNPS & FCR, reduce customer effort, and build loyalty.\nEnsure smooth implementation of process enhancements, including participation in UATs and system change validation.\nCompetencies & Skills\n\nMinimum of 5 years’ experience in the customer care Egypt.\n\nPrevious quality assurance experience is a plus.\n\nStrong leadership, coaching, and people management skills.\n\nExcellent analytical and strategic thinking capabilities.\n\nProven stakeholder management and influence at senior levels.\n\nDeep understanding of Vodafone’s products, services, and TNPS methodologies.\n\nStrong presentation, negotiation, and communication skills.\n\nAdvanced reporting and data visualization skills (Excel, PowerPoint, BI tools).\n\nHigh level of adaptability and resilience to drive change.\nKey Accountabilities:\n\nImprovement in the experience KPIs (TNPS, FCR, Quality and soft skills) scores across monitored channels.\n100% of implemented action plans based on Customer Excellence recommendations.\nReduction in repeat complaints and root cause recurrence rates.\nTimeliness & accuracy of reporting delivered to stakeholders.\nSpecialists’ performance quality score & calibration accuracy.\nStakeholder satisfaction with Customer Excellence insights & initiatives.\nNot a perfect fit?\nWorried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.\nWho we are\nWe are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.\nBelonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.\nIf you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.\nTogether we can.","description_format":"text","description_chars":4976,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile Networks","Broadband","IoT Connectivity"],"lifecycle":[{"event":"open","at":"2026-10-13T14:53:21Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":53,"reasons":["conf:3","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/vodafone-group-customer-excellence-associate-manager","json_url":"https://alion.io/job/vodafone-group-customer-excellence-associate-manager.json","meta":{"generated_at":"2026-10-15T06:10:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9300,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51587},"rest":"https://alion.io/mcp/rest/get_company?id=51587"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvodafone-group-customer-excellence-associate-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvodafone-group-customer-excellence-associate-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvodafone-group-customer-excellence-associate-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vodafone-group-customer-excellence-associate-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvodafone-group-customer-excellence-associate-manager"}]}