Head Of Customer Experience And Call Centre
Riyadh, Saudi Arabia
Job Description
About Nana:
Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride. Nana was established in 2016 and is headquartered in Riyadh, Ar Riyad, Saudi Arabia.
Highlights:
Nana funding: $79M
Current funding stage: Series C
Nana is backed by: STV, MEVP, SVC, Impact46, FIM Partners, Jahez, Sunbulah group, FAITH Capital, Wamda Capital, Quencia Capital, Watar Partners, and more.
Duties and Responsibilities:
Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride. Nana was established in 2016 and is headquartered in Riyadh, Ar Riyad, Saudi Arabia.
Highlights:
Nana funding: $79M
Current funding stage: Series C
Nana is backed by: STV, MEVP, SVC, Impact46, FIM Partners, Jahez, Sunbulah group, FAITH Capital, Wamda Capital, Quencia Capital, Watar Partners, and more.
Duties and Responsibilities:
- Develop and manage the Customer Experience framework, strategizing consumer process and journey on Digital Channels, in-store, contact center and other customer touchpoints.
- Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.
- Establish and Monitor KPIs related to Customer Experience based on industry standards and measurements. Prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
- Lead Customer Experience across the organisation through review of the full journey including all touchpoints (Acquisition, Website, Registration & Application, Customer Enquiries, Delivery, and contact center)
- Conduct research to find out more about customer behaviour and preferences.
- Managing performance, analytics, quality, training and customer experience
- Managing relationships and experience performance with customers, riders, and partners.
- Thinking proactively about the customers' needs and wants
- Build a streamlined customer experience across all departments.
- Figure out ways to increase customer satisfaction and build brand loyalty.
- Develop and manage the Customer Experience framework, strategizing the consumer process and journey
- Manage relationships and maintain performance of shoppers & Riders, and handle all risk & fraud cases
- Design KPIs to monitor shoppers & riders experience, and SOPs for shoppers, riders, and customer care agents
- Provide training solutions for shoppers & riders, and ensure working on SOPs
- Establish and Monitor KPIs related to Customer Experience based on industry standards and measurements
- Identify problem areas within the company and find solutions for them.
- Improve CSAT (Customer Satisfaction), average response time, average resolution time and other Customer Metric.
- Network with company stakeholders and business leaders to develop better strategies for customer experience.
- Work effectively with all teams in Finance, Marketing, Operations and IT to negotiate and influence customer improvements.
- Present insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills.
- Collect and analyse data to make well-informed business decisions.
- Gather feedback, such as surveys, from customers to learn more about their experience with the company.
- Engaging with our community on social media channels as needed
- Motivate team members to meet company goals and push for success.
- Enforce Company and Departments policies and procedures.
- Maintain and Develop Daily, Weekly, Monthly Reports.
- Responsible for Customer Service hiring, training, and development. Conducts performance reviews and corrective actions as needed.
- Bachelor's degree.
- At least 8 years of relevant, customer service experience.
- 8+ Years of Customer Experience leadership
- Interpersonal, networking and influencing skills
- Problem-solving and analytical skills
- Ability to understand business objectives and align CX accordingly
- Data-driven mindset and an aptitude for technology
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Job Detail
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Job IdJD1444850
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRiyadh, Saudi Arabia
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EducationNot mentioned