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    Customer Experience Manager - Dubai, United Arab Emirates - MEFITPRO

    MEFITPRO
    MEFITPRO Dubai, United Arab Emirates

    1 week ago

    Default job background
    Full time
    Description
    PURPOSE OF THE ROLE:

    • Responsible for creating and leading a member obsessed service culture throughout the organization, making sure each touchpoint across the customer journey is engaging, efficient, and effective.
    • Create and implement SPOs that safeguard maximum staff compliance to company's rules/ethics and ensure optimal customer experience across the consumer touchpoints.
    • Build the tech infrastructure of collecting Customer feedback, both in real time and periodically, to assess the actual levels of transactional and relational satisfaction and recommendation.
    • Utilize Customer Relationship Management (CRM) tools and all digital technology in coordinating and monitoring customer experience operations. Support the member experience team and touch points at club level to ensure a seamless and connected digital eco journey and strategy, aiming to increase customer satisfaction and loyalty, drive retention and new business via advocacy.
    • Owning the Net Promoter Score (NPS) process and its implementation and execution through to analysis and action plans of improvement
    • Work closely with COO and Product and Operations Manager to design the customer journey and relevant products and services to meet the demands and expectations of our members

    AREAS OF EXPERTISE:

    • Customer journey: complete process mapping of each step/stage of the customer journey from lead conversion stage.
    • Member Engagement: Responsible for keeping the member/s engaged throughout the journey resulting to reduced attrition.
    • Customer Happiness: Responsible for customer feedback process with an aim of keeping every member happy.
    • CRM: Manage the entire CRM process including but mot limited to changes in policies, SOP's, technology etc..
    • Member Retention: Plan & develop member retention strategies resulting to increase in member renewal/decreased attrition.
    • People Management: Manage a team of customer experience associates. Train, Lead, Develop, Evaluate the team.
    • Customer Service: Maintain a high level of customer service standards keeping in mind the leisure & hospitality industry norms.
    • Revenue Generation: Looking into increasing the revenue and closing revenue gaps in the member retention/renewal process.
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