Senior Manager Retail Customer Experience

Job description / Role

- Develops Retail Sales Channel customer experience and satisfaction strategy in coordination with related stakeholders.
- Interprets and implements change in the Retail Channels Experience Section providing guidance and support, necessary for continuous improvement.
- Participates in the development and implementation of the customer Journey inside the retail Department in line with the corporate objectives.
- Defines and develops Retail channels customer experience KPIs and service levels.
- Develops and improves customer-facing processes to positively impact customer experience across Retail & franchise channel.
- Contributes to the development of customer experience programs related to sales channels.
- Analyzes customer experience and satisfaction data and recommends course of action.

Requirements

The role is based out of Dubai, the candidate will work closely with the Sales team to Identify areas of opportunity pertaining to customer experience in the retail environment.

Develop strategies to deliver an optimal customer experience in retail and franchise stores.

Develop guidelines for to ensure consistent customer experience across all retail and franchise stores.

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.