Customer Experience Manager (CX) 364 views

Job Context:

Recent Studies show that members who report high levels of satisfaction have a 74% chance of still being a customer a year later while only 43% who rate their customer experience as poor stick around for another year.

On behalf of our client we are seeking one such Cx/Customer Excellence Manager who puts customer delight and customer satisfaction through service excellence at the forefront of his/her job function.

The Position is based in Qatar but we are open to applicants from any Middle East countries.

The role of the Customer Engagement & Excellence Manager demands a certain seniority level to set a profound strategic context to enable a customer-centric operating model and achieve higher objectives.

Working with the senior management team in the development and implementation of the CRM strategies and programs to increase and maximize Customer Lifetime Value.

Your primary focus as the CEE Manager is leading the Operational Excellence domain and leading the teams that support:

Performance Analytics: Executive level dashboards; Operational scorecard reporting (top-down); Monthly operating performance insights & story-telling

Voice of Customer: Customer satisfaction and sentiment analysis ;Analyze customer interaction drivers; Recommendations to combat customer support friction

Take charge of the customer management strategy, including identification of key customer networks, alliances, and strategies to build customer intimacy and loyalty. Manage key relationships with the most strategic clients and customers.

Skills and Qualification Requirements:

This is a great role for a data-driven individual who has a strong background in quality/ service excellence, exposure in digital technology and a great deal of passion for surpassing customer expectations with exceptional team management skills.

Must have a Bachelor’s Degree and/or Master’s Degree from an accredited institution

10+ years of proven track record in driving operational results, experience in organizational leadership, preferably at a high growth Telecom , Hospitality, Airline, Retail, leisure, luxury, automotive or businesses in a similar industry.

Strong leadership skills with demonstrated experience in leading Cx, CE and service excellence capabilities in a mid-management role

Ideally have experience in the Middle East region
Good understanding and knowledge of the capabilities in scope (specifically CRM Platforms & Strategic Account Management’ and ‘Coaching for Excellence’) with regards to methods & processes, data and platforms.

Strong capability in strategic thinking and planning as well as a deep understanding of the Strategic Customer’s issues and ability to address them.

Excellent communication skills with fluency in English and preferably Arabic

Interested candidates please email your CV to marketing@terranovashrp.com