Head of CRM-Cx/Customer Excellence Manager 1598 views

Job Profile:

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 :

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.

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

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

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 , leisure, luxury or automotive business

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 – fluency in English and preferably Arabic