Our client is currently looking for an experienced Director Customer Experience to join the team in Dubai.

The primary responsibility of the Director Customer Experience is to ensure the delivery of a seamless customer experience across all channels, stages, and customer-facing touchpoints.

This position will lead and manage the execution of the customer experience strategy and the customer advocacy programs. The role will also ensure the business is measuring the right customer metrics, and they will identify any risks to customer retention while ensuring any obstacles to adoption are handled swiftly. Collecting and analyzing customer feedback, and turning the insights into actionable recommendations to drive improvements.

Requirements:

• Significant experience working in industries that serve high volumes of customers, such as aviation, e-commerce, retail, hospitality, telecommunications, or similar sectors.
• A strong background in customer experience management, including a proven track record of improving customer satisfaction, loyalty, and overall experience
• Demonstrated experience in creating and building a customer experience department or team from the ground up. This includes establishing processes, hiring and training staff, and implementing systems to deliver exceptional customer service.
• Strong leadership skills and experience in managing teams
• The ability to develop and implement a customer experience strategy aligned with the company\xe2\x80\x99s overall goals, including setting clear objectives and key performance indicators (KPIs).
• Proficiency in using data and analytics to make informed decisions and continuous improvements in the customer experience.
• Familiarity with customer relationship management (CRM) software, as well as other technology tools used in customer experience management.
• The capacity to adapt to changing customer needs, market trends, and industry shifts to maintain a competitive edge in the customer experience field.
• Strong people management skills: ability to set clear priorities and performance goals for the team and eliminates barriers to the team\'s success.
• Strong understanding of customer operation, business metrics, and their different drivers
• Strong people management skills: ability to set clear priorities and performance goals for the team and eliminates barriers to the team\'s success.
• Exceptional analytical skills, strength in data-driven communication and decision-making.
• Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
• Excellent strategic planning and time management skills.
• Strong collaborative approach with peers and stakeholders
• Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines

Salary: 50-60k plus family benefits including schooling of 30k/child

DUE TO THE NUMBER OF APPLICATIONS RECEIVED, ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED

Kingston Stanley