• Analysis of current customer communications across all touchpoints and customer journeys
  • Co-define and implement customer communication and engagement strategy as well as engagement model across all stakeholder departments
  • Define and establish customer communication guidelines ensuring quality standards, brand-fit, governance and process
  • Represent customer communication strategy to internal stakeholders incl senior management
  • Define Target KPIs and values for customer communication and engagement, reporting on target achievement
  • Create and operate communication framework and process to ensure strategy is followed-through operationally and lead communication quality gating and governance
  • Voice of the Customer: Continuously gather, structure, and analyze feedback from various sources for ongoing improvement of communication operations
  • Partner with senior management and other cross-functional groups to support key business objectives and projects with strategic customer-centric communication programs, initiatives and content


  • Master’s degree in business administration, marketing, communication or similar
  • Multiple years in Telecommunication Industry, with focus on Loyalty, Customer Engagement or CRM program implementation
  • Experience in team management
  • Non-functional leadership, strong interpersonal skills, inspirational, customer-centricity
  • Agile methodologies & tools
  • German: Native level, English: Fluent, French a/o Italian: Proficiency