Customer Experience Measurement Analyst | Al Futtaim Automotive | CX and Insights

Found in: beBee S AE - 3 days ago


United Arab Emirates Al Futtaim Group - Other locations Full time

Job Requisition ID: 152714 


Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 


By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day


 


Overview of the role:


 


This role would support Al-Futtaim Customer Experience Program strategy by maintaining and measuring customer experience across various facets of al-Futtaim Automotive ecosystem, business units, and regions. The role holder will support the roll out of the program across areas not currently covered in the program (new business units, regions). The role is responsible of extraction, cleaning, maintaining customer contact databases, questionnaire design, administration of in-house survey, analysis, reporting of results and follow up with further work to be done, with full capability to leverage analytical tools on Qualtrics.


The role will cover all customer surveys (standard and custom, across retail / B2B): customer satisfaction, customer intercepts (custom surveys on retail / B2B), web intercepts (brand websites, 3rd party and partner websites when possible), social intercepts (social media channels and CRM). Moreover, the role will cover integrating other data sources to measure correlation, commonalities to generate specific insights and highlight the story/ issues / opportunities for the business (NCBS data, MEAC data, sales and revenue data, brand tracker(s), market research, etc)


This role reports to the Senior Manager of Customer Experience & Insights and will support on other insights, intelligence, and research studies such as market and economic intelligence (as requested).


 


What you will do:


 


  • Maintain and manage the needs of the current CX program by supporting and responding on requests from business customers on day-to-day basis. Deliver presentations and analysis on periodic basis as per annual CX plan. Troubleshooting and resolving issues with the backend team to assure sample plan is covered, automation is in place, etc
  • Support the roll out of the CX program into new regions / businesses as per plan set forth. Follow up on all the needs (e.g. preparation and automation of the customer lists, survey management and automation, etc) to kick off measurement in these areas
  • On request and as per business needs, prepare surveys, program them in Qualtrics, launch, monitor and report results. Analyse data as necessary to draw learnings and generate further valuable actions / next steps to support the business
  • Data analysis on various data resources available to build insightful presentations to support business across marketing, operations and sales entities.
  • Leverage data collected (primary data) and support data analytics team to enrich customer database via updating the database

 


 


About The Team:


 


The role will report to the Customer and Insights Senior Manager. You will be working in a dynamic and busy environment wherein you will be dealing directly with both internal and external customers.


 


What Equips You For The Role:


 


•    Bachelor degree with numerical focus


•    Minimum 1-3 years of experience in working on survey and questionnaire design, with analytical and presentation skills


•    Experience working on Qualtrics (certified highly desired). Advanced MS Office use (especially Excel, Powerpoint)


 


 


About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.



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