Holafly
Senior Customer Journey Manager
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Company Overview
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.
We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.
The Role
Our mission is to deliver Peace of Mind to customers through Effortless journeys that drive Loyalty. You will architect, define, and own the E2E Customer Journey, serving as the business owner for journey strategy and operational excellence. Operating with high autonomy, you will lead our insights strategy, synthesizing various inputs—including VOC, operational data, and cross-functional feedback—to strategically translate complex problems into actionable journey improvements across the organization and customer facing solutions. As the function matures, you will provide critical mentorship and leadership, guiding the team toward building and leading a high-performing unit.
This is an individual contributor role today; you'll drive outcomes through influence, data, and cross-functional orchestration rather than direct reports with the opportunity to build and lead a team as the function matures.
Key Responsibilities
Ownership & Governance
- Define and own the E2E Customer Journey, including taking full end-to-end ownership of internal operational processes.
- Identify improvement opportunities in other departments and collaborate with them to ensure alignment and contribution to a high-quality customer experience.
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Strategy & Execution
- Orchestrate journey-level changes with autonomy, coordinating directly with internal CX teams and external departments to implement improvements swiftly.
- Drive the global Contact Rate KPI by leveraging AI and automation to enhance internal operational processes and customer-facing self-service solutions, effectively improving CSAT, CES, and FCR.
- Champion a Lean continuous improvement mindset, identifying and eliminating operational waste to proactively address user needs.
Insights & VOC
- Lead the VOC (Voice of the Customer) feedback loop, translating complex problems into actionable insights to drive resolution and fireproof the user experience.
- Master the data narrative, building robust problem-sizing models and business cases to influence decision-making and secure stakeholder buy-in.
Leadership
- Provide leadership, mentorship, and coaching to other team members, fostering a culture of high performance and knowledge sharing as the function matures.
Qualifications
Professional Experience
- 5–7+ years of experience in Customer Experience, Product Operations, or Service Design, with a proven track record in high-growth or scale-up environments.
- A hands-on, roll-up-your-sleeves approach, comfortable operating effectively at both the strategic and tactical execution levels.
Ownership & Governance
- Proven track record in defining E2E Journeys, rigorous service journey mapping, and taking full ownership of E2E processes and procedures to ensure operational consistency.
Strategy & Execution
- Exceptional stakeholder management, with a demonstrated ability to influence and align diverse teams toward customer-centric goals.
- Strong expertise in Lean methodologies and a structured thinking approach to solving systemic business challenges.
- Proven ability to leverage AI and automation tools to identify operational inefficiencies and deploy scalable, customer-facing solutions.
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Insights & VOC
- Expertise in managing VOC programs, with a proven ability to translate customer feedback and friction points into actionable, cross-functional insights that drive continuous improvement and enhance the overall user experience.
- Strong data literacy: Ability to interpret reports, connect disparate data points, and use numbers to quantify problems and justify solutions.
Leadership
- Track record of taking on increasing scope or informal leadership, e.g., mentoring, leading initiatives, or managing up even without formal direct reports.
- Proven experience in elevating team standards and mentoring peers in high-growth, fast-paced environments.
Certifications
- Professional certification in relevant methodologies (e.g., Lean Six Sigma, PMP, or COPC) is highly preferred to demonstrate structured problem-solving and process management capabilities.
Bonus Points
- Experience with COPC standard methodology or similar high-performance CX frameworks.
- Deep understanding of AI and automation leverage within the customer lifecycle.
- Background in the eSIM, Telecom, or Travel sectors.
Benefits & Perks
- Remote-first culture with total flexibility to ensure a healthy work-life harmony.
- Real ownership and autonomy to shape the global experience of millions of travellers.
- A high-impact role within a rapidly scaling global leader.
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