Bartender - Duomo Restaurant - Abu Dhabi, United Arab Emirates - AGA

Description

Head, CustomerExperience

Summary:Our client is in search of an experienced customer orientedprofessional to provide leadership and direction to the overallcustomer experience and relations management function to ensureconsistent quality in service delivery, best-in-class customerexperience, and ultimately, customer retention and expansion of thecustomer base across all saleschannels

DutiesandResponsibilities:

CustomerExperienceStrategy

• Driveand own the customer experience strategy and execution roadmapcovering all relevant functions; govern the end-to-end strategy toensure accountability forresults
  
• Providesubject-matter expertise on leading practice frameworks forunderstanding customer engagement and behavior (segmentation,cohort modelling, behavior analysisetc)
  
• Ensurethe delivery of excellent customer experience in accordance withthe company s vision and leading practices, across its variouschannels
  
• Applydesign thinking in mapping and creating seamless customer journeysacross the saleschannels
  
• Establishmetrics for defining the relationship with thecustomer
  

CustomerInsights andAnalytics

• Leadthe review, research, analysis, and comparison of competitivelandscape, leading practices, and drivers of customer experienceindustry
  
• Ensurein-depth complaint analysis and root-cause resolution efforts tohelp identify opportunities that bring substantial improvements tocustomer experience by reducing drivers of complaints acrossproducts, processes, andpolicies
  
• Proactivelycollect and analyze the Voice of the Customer (real-time, surveys,social media, interactive sessions etc) and provide usefulinformation to the market intelligence department for analysis andinference
  
• Liaisewith other customer-facing functions to obtain and provideinformation oncustomers
  
• Managethird-party agencies to run customer surveys/research ifrequired
  

Customer-centricCulture

• Fosterand work with all department leaders to promote a customer-focusedculture within theorganisation
  
• Conductperiodic and unscheduled visits to SIMS outlets to ensurecompliance with servicecharter
  
• Driveaccountability for customer experience across the organisation;develop experience KPIs across all levels ofleadership
  

CallCentreOperations

• Developand drive the implementation of programmes or initiatives forcustomer relations and call centreoperations
  
• Approveschedules for call centre staffing/ work shifts to ensure adequatenumber of officers on a continuous basis to attend to customersenquiries andcomplaints
  
• Conductperiodic audits of call centre operations to ensure continuousefficiency in service delivery CapacityBuilding
  
• Ensurecontinuous training of customer service representatives to ensurequality and timely delivery Customer IssuesResolution
  
• Ensurethat customer queries and complaints across all platforms(telephone, website, and social media) are logged and addressedeffectively and in a timelymanner
  
• Institute relevant systems to support the customer serviceframework and ensure timely resolution of complaints or enquiriesfromcustomers
  
• Coordinatethe provision of customers concerns to sales executives in relevantlocations and follow up to ensure resolution and customersatisfaction
  
• Escalateunresolved issues to the relevant head of department or ChiefMarketing Officer as appropriate and follow-up to ensure properresolution
  

Others

• Provideadvice on where to make investment decisions that will give thehighest customerimpact
  
• Prepareperiodic activity reports for the attention of the Chief MarketingOfficer, highlighting improvement opportunities resulting fromcustomerengagement
  
• Bean ambassador of the organisation s values of customer centricity,integrity, innovation, positivity, andpassion
  
• Performany other duties assigned by the Chief MarketingOfficer
  

Requirements

Therequirements listed below are representative of the Knowledge,Skill and/or ability required to perform this jobsatisfactorily

• Bachelors degree or its equivalent in sales, marketing, businessadministration or relateddiscipline
  
• 10+years relevant experience in customer experiencemanagement
  
• Provenexperience designing and delivering human centeredexperiences
  
• Relevantexperience leading customer experience transformationinitiatives
  
• Agood understanding of CX leadingpractices
  
• Thoroughunderstanding of qualitative and quantitative research, journeydesign and agilemethodologies
  
• Goodexperience with all aspects of Net Promoter Score metric,calculations and reporting including tNPS andrNPS
  
• Experienceor exposure to analytical tools such as Power BI,Tableau
  
• Provenleadership/supervisory and people managementskills
  
• Strongnegotiation and relationship management skills with ability tocreate support and buy-in across a wide range ofstakeholders
  
• Excellentanalytical and problem-solvingskills
  

The requirements listed below are representative of the Knowledge,Skill and/or ability required to perform this job satisfactorilyBachelor s degree or its equivalent in sales, marketing, businessadministration or related discipline 10+ years relevant experiencein customer experience management Proven experience designing anddelivering human centered experiences Relevant experience leadingcustomer experience transformation initiatives A good understandingof CX leading practices Thorough understanding of qualitative andquantitative research, journey design and agile methodologies Goodexperience with all aspects of Net Promoter Score metric,calculations and reporting including tNPS and rNPS Experience orexposure to analytical tools such as Power BI, Tableau Provenleadership/supervisory and people management skills Strongnegotiation and relationship management skills with ability tocreate support and buy-in across a wide range of stakeholdersExcellent analytical and problem-solving skills