Consumer Experience
1 week ago
Job Responsibilities:
- Leading projects to improve consumer satisfaction and experience measurement capabilities of the region
- Creating the roadmap for consumer experience projects based on business priorities and consumer needs very closely with the agency
- Owning and driving the utilization of existing consumer engagement tools & platforms
- Upskilling the divisions and driving the optimization and consumer experience
- Driving measurement and scorecarding of key KPIs.
- Key KPIs: 100% Reply rate, 1h Average response rate, NPS: 100, CSAT 85%
- 5 to 8 years experience
- Arabic Speaker
- External experience in an agency or Digital/customer care manager of a brand
- Knowledge of digital tools
- Knowledge of main Digital KPIS
- Knowledge of platforms usage
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