Senior Service Strategy Manager (f/m/d) 80-100%
Join us in the top league!
We are the largest private telecommunications company in Switzerland and a subsidiary of Liberty Global. With Switzerland's leading gigabit fiber optic network and one of the world's best mobile networks, we are headed right to the very top. Our goal is clear: To become the national champion, pioneering the market. Future-oriented ways of working and workplaces make us one of the most attractive employers on the Swiss market.
Make the most of your talent: Get to know Sunrise righthere!
The Senior Service Strategy Manager is a critical role within Sunrise Customer Operations responsible for development, design and execution of strategic initiatives to enhance operational efficiency, customer experience, and business performance. Sunrise Customer Operations is committed to being the most loved telco brand in Switzerland ensuring customers receive the service they want through the channel they choose. This role demands a strategic thinker with deep industry knowledge, strong analytical skills, and a proven track record in driving transformational operational change.
- Drive the development and execution of operational strategies to enhance service quality and operational efficiency, analyzing current processes and performance metrics to identify and implement improvements
- Collaborate with cross-functional teams to align operational strategies with business goals, overseeing the deployment of new technologies and systems to streamline operations and enhance service capabilities
- Design and implement customer experience strategies to enhance satisfaction and loyalty, leveraging customer feedback, market research, and industry best practices to optimize initiative
- Develop and support the monitoring of key performance indicators (KPIs) to measure the effectiveness of customer experience programs, ensuring a consistent and superior customer experience across all touchpoints in collaboration with cross-functional teams
- Identify and drive initiatives aimed at improving business processes, reducing costs, and enhancing overall efficiency, supported by conducting financial analysis to assess the impact of strategic initiatives on business performance
- Develop compelling business cases and secure executive buy-in for efficiency improvement projects, while staying abreast of industry trends and innovations to maintain the company's competitive edge and agility
- Collaborate with senior leadership to ensure alignment of service strategy with company-wide strategic objectives, while effectively communicating plans and progress to stakeholders at all organizational levels, and cultivating strong relationships with key external partners and stakeholders
- Minimum of 5 years of experience in a strategic role within the telecommunications industry, with a focus on operational strategy and customer experience
- Proven experience in leading large-scale transformation projects and driving operational efficiency
- Ability to think strategically and develop innovative solutions to complex problems
- Demonstrated ability to influence and drive change at all levels of the organization
- Proficiency in using data analytics tools and software
- Excellent leadership, communication, and interpersonal skills
- Fluency in German and English
At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. We are an equal opportunity employer, with a diverse workforce, which is part of the success of our business. Sunrise has partnered with «Advance Gender Equality in Business», is a recipient of the Swiss LGBTI-Label and is certified with the «Fair-ON-Pay Advanced» for providing equal pay for work of equal value to women and men.
In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.
Seize this opportunity to join us on our journey to actively help shape our future!
Information for agencies: Application dossiers sent or uploaded by placement agencies, or the like are not desired and will therefore not be considered and deleted.
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