Customer Experience Executive

Job description / Role

PURPOSE: To facilitate and support Customer Experience operations by managing the capture, analysis and reporting of customer voice through regular feedback.

FUNCTIONAL RESPONSIBILITIES:
• Participate in the development of the annual strategic customer experience research roadmap for the cluster and implement the same
• Manage the development of parameters for the customer feedback measurement in collaboration with NPS system
• Monitor the different tools and reports to manage customer relationship quality (qualitative reports & scorecards), in conjunction with NPS and Data analytics teams
• Set and monitor adherence to NPS process (data, execution & results).
• Perform quality control during survey execution as well as analyze and translate survey results to provide detailed research reports for Dept. Heads. Share findings with the business through workshops and committee meetings
• Analyse the incidences and nature of customer queries/complaints and ensure suitable plans are implemented to reduce the occurrences in the future
• Support the development and execution of customer-centric initiatives
• Manage and prepare monthly/quarterly reports for CXO committees, workshops and departments as agreed
• Deal with daily NPS issues as they occurs and provide support to frontline depts (sales and service), including training and ensure prompt action or decisions for timely resolution
• Maintain standard strategic NPS handbooks per approach/brand

Requirements

• Graduate preferably in the field of Business Administration
• 3-5 years of overall experience with at least 2- 3 years in a similar function
• Background and experience in Automotive industry would be an advantage
• Proficient in English language, Arabic would be an advantage
• Should be able to communicate effectively and have excellent influencing skills
• Attention to detail and ability to prioritize a multitude of tasks
• Excellent organization and planning abilities

About the Company

Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai, UAE.

Al Tayer Group operates leading, quality-focused businesses in automobile sales and service, luxury and lifestyle retail, perfumes and cosmetics distribution, engineering as well as interiors contracting. The Groups portfolio includes several of the worlds leading brands such as Armani, Bvlgari, Banana Republic, Ford, Ferrari, Gucci, Gap, Harvey Nichols and Maserati. The Group operates over 180 stores across multiple markets in the Middle East. In addition, Al Tayer Group has investments in commercial real estate, contracting, supply chain management, precision tools manufacturing and travel agency services.