Company:

Our client is an Investment Business Firm, They provide comprehensive range investment solutions. They currently have an exciting opportunity for a Customer Experience Manager in Bahrain. Their business is driven by a team of professionals who have the requisite talent, skills, expertise, knowledge and creativity.


Duties & Responsibilities:

• Champion opportunities to consistently improve the Quality of the The Company Experience
• Continually review and evolve the collection of processes The Company use to track, oversee and organize every interaction between the customer and The Company throughout the lifecycle.
• Liaise with relevant business owners to champion change and lead prioritized service delivery improvements
• Deliver service improvements to improve the customer experience
• Influence senior stakeholders, staff and volunteers to support and deliver proposed improvements via the appropriate channels and processes
• Use Net Promoter Score or other similar tools to measure improvements over time
• Collate and analyze customer expressions of dissatisfaction and complaints, QMS, mystery shopper and Net Promoter Score feedback, ensure that NPS increases across the organization over time
• Continually identify opportunities to improve the customer experience
• Deliver change initiatives identified internally or from external good practice to support these opportunities
• Facilitate Customer Experience focus groups with customers, volunteers and staff
• Meet with internal stakeholders monthly to gain feedback and communicate initiatives
• Observe and coach staff and volunteers to improve standards, knowledge, skills and behaviors
• Present data, recommendations to stakeholders to gain commitment and implement measurable customer experience
• Take lessons from highly regarded service providers in and outside our specialism and industries and deliver an enhanced customer experience at all customer touch points
• Develop a detailed project plan to monitor and track deliverable progress
• Manage multiple enhancements at any one time
• Create and maintain comprehensive project documentation
• Working with Project Managers, Business Analysts and other areas involved in the delivery of the services to establish time estimates for implementation.
• Tracking tasks accomplished, time spent and milestones completed using industry standard methodologies and best practice.
• Supporting wider THE COMPANY business initiatives as required by management from time to time.
• Develop and deploy elements of the the Target Operating Model as assigned.
• Working with the Sales and operations teams, where necessary, to create support the development of project deliverables.
• Acting as a resource to assist the project team in Product Development and/or process testing to ensure integrity of operation and service prior to go-live.
• Assisting clients with post-live support questions when needed.