Lorena Metohu

RESPONSIBILITIES:

• Voice of Customer programme design, strategy, deployment and insights generation
• VOC contract and relationship management
• Design of global Treated Like a Guest standards
• Develop training and motivation tools and resources that empower frontline teams to consistently deliver high quality experiences

ACHIVEMENTS

• Performance Focus: Maintained high performance of OSAT and TLAG KPIs whilst implementing new invitation methods that significantly increased customer feedback
• Programme growth and expansion: Customer feedback surged from 2.5M in 2020 to over 15M in 2023, with an outlook of 25M in 2024. Successfully expanded to Brazil, a key BSP market
• Data Integrity to Reduce Gaming: Linked VOC responses with customer transactions, increasing linkage from 55% in 2020 to 92% in 2023
• Actionable Insights: Provided valuable insights supporting operations and key marketing priorities like Shell V-Power, Loyalty, App, and Payment
• Cost Management & Reduction: Achieved a 15% reduction in survey costs. Expanded VOC to incorporate EV at zero cost, now live in 9 markets
• Performance Increase: TLAG performance soared to 88% (+15ppt vs2021), showcasing the effectiveness of frameworks and tools developed
• Driving Global Consistency: Developed Service Champion Lifecycle, with tools and resources in 17 languages to Attract, Recruit, Onboard, Develop, Inspire & Retain frontline.
• Highlights: first-ever structured onboarding programme, refreshed SC behaviors, all-new TLAG, EV and Managing Aggressive & Violent behaviors training
• Motivating TLAG behaviors delivery: WOW Global Competition for frontline with market participation increasing by 223% since 2021
• CX Delivery: Achieved the highest performance area in the 2023 Voice of Service Champion survey at 85.1% (+2.2%)
• Learning and Development: Scored 80.0% in the same survey, reflecting strong support for continuous improvement

• Developed and presented marketing plans and reports to CEO and shareholders.
• Managed annual marketing budget, ensuring cost-effective allocation of resources for maximum impact.
• Directed trade show participation, maximizing exposure for company products and services.
• Spearheaded market research initiatives to identify trends and opportunities for growth.
• Mentored junior team members, fostering professional development within the organization.
• Generated sponsorships with related and partnering entities to enhance marketing objectives.
• Designed and developed promotional campaigns and pricing strategies, resulting in a 15% increase in market share.
• Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.

• Led a three-year customer experience transformation, achieving NPS leadership in both consumer and enterprise segments.
• Launched the “Voice of Customer” program, improving customer satisfaction across all touchpoints.
• Designed and implemented customer journey mapping using a design-thinking approach, enhancing customer engagement and retention.
• Introduced new digital customer service channels, including social media support, web chat, ,Vodafone Forum, the My Vodafone app support and a video tutorial platform, reducing call center load by 20%.
• Consolidated customer experience across all channels through revamping of CRM processes, and launching frontline knowledge portal on all products and services.
• Managed a team of 10 across consumer and enterprise customer experience design and implementation, digital operations,process improvement and go to market implementation.

• Streamlined corporate customer processes, including contract management and provisioning, which improved efficiency by 30%.
• Automated 95% of customer offers within the CRM system, reducing manual effort and errors.
• Reduced the price of the SIM cards with circa 80% to support the successful implementation of the new distribution strategy, including the certification of e new Sim supplier to support business continuity.
• Developed and delivered new systems in retail to support frontline upskill and learning, stock management and real time customer activation and support.
• Led a team of 14, overseeing enterprise and retail operations, frontline training, and stock management.

• Increased direct distribution with the creation of circa 450 PoS's
• Expanded E-topup, through a web based application in all direct POS's
• Implemented a coordinated unified Vodafone branding for all the direct POS's
• Designed the first customers flows in CRM
• Lead and managed a team of 5 covering indirect distribution, wholesale and retail

• Retail footprint increased from 13 to 79 Vodafone shops.
• The Vodafone global layout is rolled out in all Vodafone stores, as the first markets across the operations.
• Designed the first customers flows in CRM
• Launched Vodafone handset and accessories portfolio across all Vodafone stores.
• Lead and managed a team of 24, covering retail (Own and Franchise Shops) and wholesale, including device repair.

• Managed a cross-functional team responsible for optimizing corporate and retail operations, consistently delivering exceptional service.
• Delivered regular progress reports to management, highlighting key successes and areas for improvement.
• Follow up and guide telesales activities
• Managed and Lead a team of 4

• Administration and coordination of relevant departments with regard to the Board of Directors presentation
• Preparation of reporting tools to follow up the customer base
• Provided commercial input in budget preparation