Senior Manager of Customer Experience (Sitecore Expert)

Job description / Role

Senior Manager, Customer Experience (Sitecore Expert)

At Farah we thrive on seeing happy guests, colleagues and partners. We believe that each individual that we meet is important, and that we can make a positive difference to their lives. Our purpose is to create happiness. one smile at a time.

As Senior Manager of customer experience, you will deliver industry leading customer experiences for our customers across different online distribution channels, by supporting our business units to embed an integrated management process with relevant tools and measures for continuous enhancement.

The objective of this role is to serve as customer experience advocate and build/deliver a CX engine for our customers, so they become "raving fans" of our leisure and entertainment venues.
• Will understand customer lifecycle and collaborate with Product Development and Management to research, test, and launch new products and services.
• Develop closed loop lead management process to generate viable leads to build the sales pipeline across markets and product categories.
• Conducting ongoing market, product, and customer analysis to identify trends and growth opportunities.
• Gather and analyze VOC (voice of the customer) and align programs to deliver improvements in customer satisfaction and retention.
• Charged with develop a robust business website including e-commerce functionality to drive incremental revenue and margin.
• Establish, monitor, and manage key marketing metrics to deliver continuous improvement.
• Create and implement online content and functionality strategy
• Manage digital content strategy - creating and/or curating content to inspire target users, promote content, and align with events and products
• Partner with product and content leads to incorporate product copy, video, and photo to maximize on-site search functionality
• Establish metrics to measure online impact and effectiveness
• Manage end-to-end site experience and all front end changes to the site including mobile and website content and A/B testing
• Engaged in all projects, workflow, electronic forms, web black projects (non LOB),
• Manage IS engagement as required
• Develop dashboard and reporting package.
• Ensure project activities include reporting requirements embedded in project plans and executed by the analytics team.
• Coordinating or leading usability reviews, and usability project work
• Provide oversight of features and functions roadmap

Success Criteria:
• Make it as easy as possible to access the shopping cart or get to the final checkout area
• Make sure the site loads quickly, whether on a computer or a mobile device.
• Focus on navigation – and don’t forget about site search
• Customers should be able to easily navigate the organization’s websites
• Make [the online shopping experience] as real as possible by providing photos or great images of the product being used
• When it comes to content online, the ‘less is more’, the motto often holds true
• Include customer reviews. Customer reviews are trusted 12 X more than a marketing piece from an organization. Trip advisor is a large contributor – integration of 3rd party solutions
• Improve the online customer experience, give customers real-time chat

Requirements

To be considered for this role, you should have:

• Must be a Sitecore Expert
• A great combination of proven consumer and business to business experience
• 10+ years of accomplished marketing leadership with (industry) sector experience
• Strong communication, interpersonal, and influence skills
• Proficient in change management and project management
• Exceptional customer centricity and leadership ability
• Prior experience in a Theme Park company or similar is preferred
• Fluent in Arabic but not essential

About the Company

Farah Experiences LLC was established in 2008 to provide world-class entertainment experiences. Today, the company manages and operates Ferrari World Abu Dhabi , the world's first Ferrari-branded Theme Park and Yas Waterworld, the UAE's unique Emirati water theme park.

Millions of satisfied guests have already visited the two iconic family attractions set in the heart of Yas Island, ideally located 10 minutes from Abu Dhabi International Airport, 30 minutes from downtown Abu Dhabi and 45 minutes from Dubai.

Farah Experiences is a wholly owned subsidiary of Abu Dhabi-based Miral Asset Management LLC.