Head of Customer Advocacy
4 weeks ago
Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.
**Role Summary**:
- The primary responsibility of the Head of Customer Advocacy is to ensure the delivery of a seamless customer experience across all channels, stages, and customer-facing touchpoints.
- They will Lead and manage the execution of the customer experience strategy and the customer advocacy programs. They will ensure the business is measuring the right customer metrics, and they will identify any risks to customer retention while ensuring any obstacles to adoption are handled swiftly. They will also collect and analyze customer feedback, and turn the insights into actionable recommendations to drive improvements.
- They are the representative of the voice of the customer within Property Finder and they will use their influence within the organization to drive actions with different internal stakeholders to ensure customer satisfaction.
**Key Responsibilities**:
- Responsible for all aspects of the service delivery including but not limited to partner support, training, and customer advocacy teams.
- Build strong trusted relationships with our partners and internal stakeholders
- Ensure that the customer-facing teams collaborate with all other business functions to consistently deliver great end-to-end customer experience across all stages, channels, and touchpoints in the customer journey.
- Develop and implement policies, procedures, and processes that will ensure all customer-facing operations are consistently meeting business targets
- Coach and provide guidance to Customer Experience teams to ensure customer and business metrics are improving.
- Develop customer journey maps and touchpoints to identify opportunities to improve customer satisfaction, loyalty, and retention
- Develop effective intelligence to measure and track customer experience
- Link key customer metrics to business performance metrics to understand correlations between customer satisfaction and other key business KPIs and to predict consumer behavior.
- Define effective strategies to collect customer feedback across the customer lifecycle journey (surveys, reviews,or support interactions)
- Resource reliable benchmarks of comparable businesses and best practices when it comes to NPS and measuring customer loyalty and customer experience.
- Act and own action plans for any customer-related metrics not performing at par
- Participate and contribute to company strategic initiatives and the development of new products or services all through the customer lens.
- Inspire and promote a customer-centric attitude across the organization by providing insights and spreading knowledge that drive accountability and engagement across the organization.
- Creation and ongoing maintenance of CX reports and dashboards to ensure that customer voice is represented and advocated within the organization, and any threats towards customer retention, experience, or recurring revenue are escalated.
**Desired Qualifications**
- Bachelor's degree in business, science, or related field
- Have a minimum of 8 years of experience in customer experience management or Customer service with a proven track record of achievements.
- 3+ years of experience in leading customer advocacy teams and/or VOC programs
- Experience managing omnichannel contact centers
- Fluency in English. Arabic is a plus
- Outstanding public speaking, communication skills, and presentation skills
- Good understanding of SaaS/Marketplace solutions
- Exceptional analytical skills with the ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
- Experience working with Qaultrics is a plus
- A good understanding of Service/Quality/Cost frameworks like COPC, Six Sigma or others.
- Background in qualitative and quantitative research techniques.
**Desired Skills**:
- Proven leadership within the domain of customer experience,
- Strong understanding of customer operation, business metrics, and their different drivers
- Strong people management skills: ability to set clear priorities and performance goals for the team and eliminates barriers to the team’s success.
- Exceptional analytical skills, strength in data-driven communication and decision-making.
- Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
- Excellent strategic planning and time management skills.
- Strong collaborative approach with peers
-
Brand Advocacy
2 weeks ago
Dubai, Dubai, United Arab Emirates Glanbia Performance Nutrition Full timeManager - Brand Education & AdvocacyGlanbiaJoin this dynamic team focused on delivering better nutrition for every step of life's journeyThe OpportunityWe have a newly created opportunity for a Manager - Brand Education & Advocacy to join our META marketing team. This permanent position will be located in Dubai and will report to the Marketing Manager,...
-
Manager eStore D2C NPS Customer Advocacy
2 months ago
Dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...
-
Manager eStore D2C NPS Customer Advocacy
4 weeks ago
Dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...
-
Brand Advocacy
2 weeks ago
Dubai, Dubai, United Arab Emirates Glanbia Nutritionals, Inc. Full timeSelect how often (in days) to receive an alert:Brand Advocacy & Education Manager- METAJoin this dynamic team focused on delivering better nutrition for every step of life's journeyThe OpportunityWe have a newly created opportunity for a Manager – Brand Education & Advocacy to join our META marketing team.This permanent position will be located in Dubai...
-
Manager eStore D2C NPS Customer Advocacy
4 weeks ago
dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...
-
Manager eStore D2C NPS Customer Advocacy
2 weeks ago
Dubai, Dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...
-
Head of Marketing
2 weeks ago
Dubai, Dubai, United Arab Emirates Dyson Full timeHead of Marketing | Dyson DubaiAt Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by...
-
Manager eStore D2C NPS Customer Advocacy
3 months ago
Dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of theManager of NPS & Customer Advocacy is to ensure thedelivery of a seamless eStore customer experience across allchannels, stages, and customer-facingtouchpointsThey will lead and manage theexecution of the customer experience strategy and the customeradvocacy programs while ensuring the business is measuring theright customer...
-
Manager eStore D2C NPS Customer Advocacy
4 weeks ago
Dubai, United Arab Emirates Samsung Engineering Full timeThe primary responsibility of theManager of NPS & Customer Advocacy is to ensure thedelivery of a seamless eStore customer experience across allchannels, stages, and customer-facingtouchpointsThey will lead and manage theexecution of the customer experience strategy and the customeradvocacy programs while ensuring the business is measuring theright customer...
-
Brand Advocacy
4 weeks ago
Dubai, United Arab Emirates Glanbia Performance Nutrition Full timeManager - Brand Education & Advocacy Glanbia Join this dynamic team focused on delivering better nutrition for every step of life’s journey The Opportunity We have a newly created opportunity for a Manager - Brand Education & Advocacy to join our META marketing team. This permanent position will be located in Dubai and will report to the Marketing...
-
Head of Operations, Custom Events
2 weeks ago
Dubai, United Arab Emirates Clearstate Pte. Ltd Full time**Introduction**: The Economist is the leading source of analysis on international business and world affairs. We deliver world-class, thought provoking content through a range of formats, from web and app, to newspapers and magazines, conferences, film and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our...
-
Brand Advocacy
4 weeks ago
dubai, United Arab Emirates Glanbia Full timeThe OpportunityWe have a newly created opportunity for a Manager – Brand Education & Advocacy to join our META marketing team. This permanent position will be located in Dubai and will report to the Marketing Manager, META. Key requirements will include the ability to demonstrate strong fundamental understanding of and ability to articulate clearly around...
-
Head of Operations, Custom Events
2 weeks ago
Dubai, Dubai, United Arab Emirates Clearstate Pte. Ltd Full timeIntroduction:The Economist is the leading source of analysis on international business and world affairs. We deliver world-class, thought provoking content through a range of formats, from web and app, to newspapers and magazines, conferences, film and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our...
-
Manager/Sr. Manager- Customer Success
4 weeks ago
dubai, United Arab Emirates Lemnisk Full timeAbout the Company:Immensitas Private Limited’s offering Lemnisk, is a Customer Data Platform-led personalization and real-time marketing automation solution that delivers superior customer experiences resulting in increased conversions, retention, and growth for enterprises. The key capabilities include:Connectors to organize silo-ed marketing data sources...
-
Brand Advocacy
4 weeks ago
dubai, United Arab Emirates Glanbia Nutritionals, Inc. Full timeSelect how often (in days) to receive an alert:Brand Advocacy & Education Manager- METAJoin this dynamic team focused on delivering better nutrition for every step of life’s journeyThe OpportunityWe have a newly created opportunity for a Manager – Brand Education & Advocacy to join our META marketing team.This permanent position will be located in Dubai...
-
Head Barista
4 weeks ago
Dubai, United Arab Emirates Group of restaurant Full timeThe Head Barista of the cafe essentially runs the day to day operations of the coffee shop. It’s the Head Barista’s job to keep things moving smoothly on shift, ensure staff are up to speed on training, deliver the best service possible to customers, and maintain strong relationships with management and suppliers. If you’ve worked as a Barista...
-
Manager/Sr. Manager- Customer Success
2 weeks ago
Dubai, Dubai, United Arab Emirates Lemnisk Full timeAbout the Company:Immensitas Private Limited's offering Lemnisk, is a Customer Data Platform-led personalization and real-time marketing automation solution that delivers superior customer experiences resulting in increased conversions, retention, and growth for enterprisesThe key capabilities include:Connectors to organize silo-ed marketing data sources and...
-
Head of Marketing-Technology
4 weeks ago
dubai, United Arab Emirates Anzaa Consultants Full timeOur client a growing Technology Company looking to hire a Head of Marketing to lead the marketing function across multiple countries. The role will be based out of Dubai, UAE.You will be leading the marketing and brand team across multiple markets in an exciting time of transformation & growth, helping to develop and execute the brands strategy and identify...
-
Head of Marketing | Dyson Dubai
4 weeks ago
dubai, United Arab Emirates Dyson Full timeHead of Marketing | Dyson DubaiAt Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by...
-
Customer Success Manager
3 days ago
Dubai, United Arab Emirates Mobishastra Technologies LLC Full timeKey Responsibilities: - **Onboarding**: Guide new customers through the initial setup and implementation process, ensuring they understand how to use the product or service effectively. - **Customer Training**: Provide training sessions and resources to help customers make the most of the product’s features. - **Relationship Management**: Build and...
