Digital Transformation Lead - Dubai, United Arab Emirates - Marketing Eye FZ LLC

Marketing Eye FZ LLC

Verified Company

Dubai, United Arab Emirates

3 weeks ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

JOB DESCRIPTION

Company & Role Purpose:

Our organization is committed to providing exceptional client experiences that inspire loyalty while maintaining integrity, understanding, excellence, unity, and responsibility.

We are looking for 1 CRC (Customer Relationship Centre) Digital Transformation Lead to join our team to support the Customer Experience Manager and to lead end-to-end digitalisation projects, enhancing the CRC ways of working, and deploying solutions for Customers and Retailers in order to deliver a luxurious client journey across all touchpoints.

The Opportunity

Reporting to the Customer Experience Manager, the CRC Digital Transformation Lead will play a key role in utilizing data to drive value and benefits for customers and retailers, digitising ways of working within the CRC team, leading the deployment of the client-facing app to more markets, and enhancing the client journey to luxury standards.

The role will lead the development and deployment of digitalisation initiatives, including creating and deploying use-cases that make use of the Connected Data received from on-brand vehicles.

Key Accountabilities and Responsibilities

Drive the endtoend process of digital transformation initiatives, ensuring alignment with the company strategic objectives and the highest customer experience standards.
Identify and lead the delivery of digitization usecases and opportunities across the CRC operations,including extending the Clientfacing contact channels (i.e. enabling

WhatsApp) and creating new support channels (via embedding of ChatBot capabilities).

Manage and support designated suppliers & development teams to deliver the defined projects & tools,fostering collaborative relationships and developing effective digital solutions.
Utilize strong analytical skills and tools such as Tableau &; Google BigQuery to conduct indepth data and performance analysis, uncovering insights that drive strategic decisionmaking.
Lead the deployment of our clientfacing app to new markets, effectively increasing its reach and adoption while ensuring a seamless user experience.
Harness the power of connected data to create tangible usecases that enable value creation and benefits for both customers, retailers and client
Enhance the endtoend client journey to reflect luxury standards, upholding the client's

Values, aspirations and the Creator's Code throughout all digital transformation initiatives.

Collaborate with the wider team, including the Field teams (Sales & Service), the Brand and the Marketing teams to align initiatives, share insights, and drive high customer satisfaction.
Act as a role model and advocate for digital transformation within the organization, promoting a culture of continuous improvement and innovation.
Monitor and evaluate the success of digital initiatives, adjusting strategies as necessary to achieve desired outcomes.
Management & ownership across a number of customercentric admin processes, such as Courtesy Car reporting and review, Customer Satisfaction reporting etc.
Undertake any other work as directed by their line manager in connection with their job as may be requested from time to time.

Key Interactions

Retailer & Importer partners & their teams
Internal Technical & Supply Chain teams
Internal Brand & Marketing teams
Internal Regional Customer Service & Sales Performance Managers (the Field teams)
IT
Plus any wider Regional office or internal teams, as required

Knowledge, Skills and Experience

Proven experience leading digital transformation initiatives, with a strong understanding of digitisation projects and a strong focus on customercentric design and implementation.
Extensive experience in managing and collaborating with suppliers to develop digital solutions that meet and exceed customer expectations.
Demonstrated ability in data analysis, datadriven decisionmaking, and adeptness with analytical tools such as Tableau, Google BigQuery and SQL.
Experience with datadriven decision making, and the ability to convert complex data into actionable strategies.
Strong understanding and experience in the deployment of clientfacing apps, ideally within international markets.
Experience in enhancing customer journeys in a luxury or premium brand environment is highly desirable.
A positive, can do attitude and a passion for driving change and improvement.
Basic understanding of client Brands, their vehicles, systems, and services.
Strong leadership and team collaboration skills, with the ability to influence crossfunctional teams and drive project success.
Results oriented with a determination to make things happen.
Excellent problemsolving abilities, with a proactive approach towards challenges and opportunities.
Ability to balance multiple priorities and maintain high levels of performance under pressure in a fastpaced, dynamic environment.
Excellent time management skills, ab