Customer Experience Operations Senior Manager - Abu Dhabi, United Arab Emirates - MAJID AL FUTTAIM

Description

• Develops sustainable strategiesthat support investment, provider and employer ofchoice.
• Ensure high level of technicalexpertise and services in the fields of Customer Care andcontinuous improvement.
• Ensure that thedepartment is strictly following the Continuous Improvementmethodology (GEMBA, PDCA, LEAN,ETC...)
• Formulate and communicateCustomer Care policies, performance measures and voice of thecustomer to the Country Manager
• Support thedevelopment of the Customer Experience Strategy of the Carrefour byprimary market research, internal consulting, business analysis,and projects in all Customer Carefunctions.
• Create flow mapping for the existingcustomer journeys and support in the futureone.
• Prioritize enhancements following the80/20 rules.
• Ensure all strategies are alignedwith the four pillars (motivate people, customer at heart, loyalcustomers and cost-efficientdepartment).
• Develop, install and embed thecontinuous improvement culture within the department. Train andmentor the team members on contributing towards thisvision.

REQUIREMENTS

• Bachelor'sdegree in business management.
• 7-10 years inmanaging Customer Care, VOC.
• Certified sixsigma & Project Management.
• English& Arabic Languages (Full professional proficiency -Required).
• Deep knowledge and understanding ofCustomer experience tools (NPS, VOC, CSAT, CES,etc....).
• Expert in Customer dataanalysis and insights.