Senior Customer Journey Manager

Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Senior Customer Journey Manager at Holafly, a fast-growing eSIM scale-up. Own end-to-end customer journey strategy and operational excellence, leading insights, voice of customer programs, and continuous improvement initiatives. Drive KPIs through AI/automation and cross-functional collaboration. Individual contributor role with mentorship opportunities and potential to build a team. Requires 5-7+ years CX/Product Operations experience in high-growth environments, strong Lean expertise, data literacy, and stakeholder management skills.

Exigences clés (estimation)

Define and own the end-to-end customer journey, including full ownership of internal operational processes and identifying improvement opportunities across departments.
Orchestrate journey-level changes with autonomy, coordinating with internal CX teams and external departments to implement improvements swiftly.
Drive global Contact Rate KPI by leveraging AI and automation to enhance operational processes and customer-facing self-service solutions.
Lead the voice of customer feedback loop, translating complex problems into actionable insights and building problem-sizing models to influence decision-making.
Champion Lean continuous improvement mindset, identifying and eliminating operational waste to proactively address user needs.
Provide leadership, mentorship, and coaching to team members, fostering high performance and knowledge sharing as the function matures.

Compétences

End-to-end customer journey design and service journey mappingVoice of customer program management and feedback translationLean methodologies and continuous improvement frameworksData literacy and problem-sizing model developmentStakeholder management and cross-functional influenceAI and automation tools for operational efficiencyLeadership and mentoring in high-growth environments

Niveau estimé

Senior level requiring 5-7+ years of proven experience in Customer Experience, Product Operations, or Service Design within high-growth or scale-up environments, with demonstrated track record in journey mapping, operational ownership, and cross-functional leadership.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Télétravail
Fonction: Service client / SAV
Secteur: Télécoms
Langues: Anglais

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About Holafly

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

The Role

You will architect, define, and own the end-to-end customer journey, serving as the business owner for journey strategy and operational excellence. Operating with high autonomy, you will lead our insights strategy, synthesizing voice of customer feedback, operational data, and cross-functional feedback to translate complex problems into actionable journey improvements. This is an individual contributor role with the opportunity to build and lead a team as the function matures.

Key Responsibilities

Define and own the end-to-end customer journey, including full ownership of internal operational processes and identifying improvement opportunities across departments.
Orchestrate journey-level changes with autonomy, coordinating with internal CX teams and external departments to implement improvements swiftly.
Drive global Contact Rate KPI by leveraging AI and automation to enhance operational processes and customer-facing self-service solutions, improving CSAT, CES, and FCR.
Lead the voice of customer feedback loop, translating complex problems into actionable insights and building robust problem-sizing models to influence decision-making.
Champion a Lean continuous improvement mindset, identifying and eliminating operational waste to proactively address user needs.
Provide leadership, mentorship, and coaching to team members, fostering a culture of high performance and knowledge sharing.

Required Qualifications

5–7+ years of experience in Customer Experience, Product Operations, or Service Design in high-growth or scale-up environments.
Proven track record in defining end-to-end journeys, service journey mapping, and taking full ownership of processes to ensure operational consistency.
Exceptional stakeholder management with demonstrated ability to influence and align diverse teams toward customer-centric goals.
Strong expertise in Lean methodologies and structured thinking approach to solving systemic business challenges.
Expertise in managing voice of customer programs and translating customer feedback into actionable, cross-functional insights.
Strong data literacy with ability to interpret reports, connect data points, and quantify problems to justify solutions.
Track record of informal leadership, mentoring, and elevating team standards in fast-paced environments.

Preferred Qualifications

Professional certification in Lean Six Sigma, PMP, or COPC methodology.
Experience with COPC standard methodology or similar high-performance CX frameworks.
Deep understanding of AI and automation leverage within the customer lifecycle.
Background in eSIM, Telecom, or Travel sectors.

Benefits

Remote-first culture with total flexibility for healthy work-life harmony.
Real ownership and autonomy to shape the global experience of millions of travellers.
High-impact role within a rapidly scaling global leader.

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .