Director of Cx and Customer Excellence 656 views

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 Director who puts customer delight and customer satisfaction through service excellence at the forefront of his/her job function.

The purpose of the role is leading the organization’s CRM function and directing its efforts towards achieving a delightful experience for customers, whilst utilizing customers’ data to make insightful and customized decision that caters for the different needs and expectations of various customers. As well as building and enhancing customer loyalty programs and retention strategies.

The Position :

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

Manage the development and implementation of the CRM strategies and programs to increase and maximize Customer Lifetime Value.

Lead the process of crafting and cascading complex integrated plans to ensure to and resolve customer issues including handling returns, complaints, and escalating issues appropriately.

Your primary focus as the CEE Director 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

Be persuasive in building buy-in and partnering cross-functionally to be able to drive operational improvements

Putting  in every possible effort to delight customers and creating an amazing experience for them and delivering customer service excellence.

Spearhead all customer happiness and customer experience strategies

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.

The Candidate Profile:

The ideal candidate will have strategic vision and strong operational acumen with the ability to action the voice of the customer into impactful improvements in customer satisfaction, while navigating in a highly regulated market.

This is a great role for a data-driven leader 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 leadership 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 strategic role

Must 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.

Experience managing contact center technology

Strong customer orientation and passion for delivering high quality standards

Successful track record in analyzing existing programs for gaps and improvement opportunities and leveraging insights to implement strategies to drive clear business impact

Excellent communication skills with fluency in English and preferably Arabic

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