Customer Experience & Operations Director

Job description / Role

The Customer Experience and Operations Director is responsible for driving customer care excellence across the Organisation, supporting day to day contact with our customers via live care channels, whether that be digital or over the phone.

The Customer Operations Director should set the strategy, including policy, blueprints and standards and must ensure the successful implementation of these principals.

Client Details
One of the largest Network providers in Qatar

Description
* Lead and Manage a strategy to deliver a leading world class customer experience in all customer touch points. Establish service as a key differentiator utilising insights from NPS and TNPS to support the Brand ambitions of the firm. Establish a customer experience brand to support our commercial ambitions and to set us apart from the competition and other industries in the market and region.
* Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners to deliver all assisted and non-assisted service touch points.
* Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
* Deliver a world class complaint management and technical support function to create promotion from a complaints process
* Create and lead a scalable fixed line support and operations function to deliver excellent customer service, fulfilment and technical support for all of our fixed customers in consumer and Business.
* Develop a strategy to extend this support into new business areas such as IOT, SMART CITIES and Large bespoke fixed installations
* Recruit, manage and motivate the COPs function to deliver high levels of engagement and performance at all levels.
* Develop a recruitment profile for frontline and Head office to bring in people with the right customer mind set

Requirements

* 10 Years Leadership experience
* 10 Years proven leadership of large functions
* Masters Degree or Above
* Operates at an Executive Committee level with Board level credibility
* Experience in leading large and diverse functions within major global organisations
* Strong Experience in developing innovative and detailed strategies to deliver customer service and digital innovation
* Strong financial management skills and experience with P&L experience (budgetary planning, managing significant opex and capex)
* International experience and cross cultural sensitivity
* Exceptional relationship, leadership and influencing skills. Excellent communication and presentation skills

Job Offer
QAR - 45,000 - 55,000 Per Month

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.