Job closed
Ref: HP350-2159
Job description / Role
A Head of Customer Service - Banking is required for a bank in Kuwait to manage the Customer experience teams (Service excellence, loyalty and retention) on a daily basis.
The Head of Customer Service - Banking will be responsible for the following:
* Define detailed vision for customer experience across channels, based on strategy developed for retail
* Align and ensure consistency in customer journeys across channels (offline and online)
* Map pain points and redesign customer journeys where relevant to create a seamless experience for customers
* Lead the development of a comprehensive CRM system across channels to gather customer information and ultimately improve customer experience
* Develop and deploy a customer retention and loyalty program to increase and enhance key touch-points with customers
* Assess migration patterns between channels and platforms
* Lead research and observations of customer behavior across channels
* Test ideas proposed by customers / employees to improve customer experience
Job Offer:
Competitive package
Requirements
* +10 years of relevant experience
* Customer management with track record of improvement in customer experience
* Involvement in large-scale transformation program, involving multi-disciplinary stakeholders and external vendors, as well as change management
* Strong knowledge of digital trends and innovations
* Management of B2C business
About the Company
Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:
Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal
The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.