Customer Experience Manager

Job description / Role

Key Responsibilities:

Strategy Development and Implementation:
- Develop, implement, and oversee comprehensive customer experience strategies that align with the group’s strategic goals and objectives.
- Collaborate with senior management and other departments to prioritize customer experience across all brands.

Customer Journey Optimization:
- Create and refine customer journey maps to identify pain points and opportunities for improvement.
- Ensure a seamless and consistent customer experience across all touchpoints and channels.

Data Analysis and Insights:
- Develop systems/ dashboards to gather and analyze customer feedback from across the group.
- Utilize customer insights to drive continuous improvement in products, services, and customer interactions.
- Present actionable insights and recommendations to senior management.

Performance Measurement:
- Establish and track key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Monitor and report on the effectiveness of customer experience initiatives.

Team Leadership and Development:
- Lead, mentor, and develop a team of customer experience professionals across the group.
- Foster a customer-centric culture within the organization, ensuring all employees understand their role in delivering excellent customer experiences.

Cross-Departmental Collaboration:
- Collaborate with Marketing, Sales, Product Development, and Operations Teams to align customer experience initiatives with overall business goals.
- Ensure consistency in customer communications, branding, and service delivery across all companies.

Innovation and Industry Trends:
- Stay updated on industry trends and best practices in customer experience management.
- Identify and implement innovative approaches to enhance the customer experience.

Customer Loyalty and Issue Resolution:
- Develop and manage customer loyalty programs and initiatives to increase customer retention and lifetime value.
- Address and resolve customer issues promptly and effectively to maintain high levels of customer satisfaction.

This role involves:
- Training the team.
- Build and analyzing customer data.
- Overseeing daily operations to ensure a seamless customer journey.

Qualifications:

- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience in customer experience management, customer service, or a related role.
- Strong analytical skills with the ability to interpret customer data and feedback.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate a team.
- Strong project management skills with the ability to manage multiple initiatives simultaneously.
- Familiarity with customer relationship management (CRM) systems and other relevant technologies.

About the Company

A leading holding company in UAE.