Uae - Head of Customer Experience (Cx)

2 weeks ago

Dubai, United Arab Emirates VML Full time

**Who We Are**:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

**Role Overview**:
As the Head of Customer Experience (CX) at VML, you'll define and drive the future CX & Design strategy, driving the development and implementation of customer-centric strategies to elevate brand experiences across all touchpoints.

You will lead a team of Experience Strategists and Designers in driving VML's CX agenda, creating the strategy, and ensuring the delivery of the desired customer experience.

You will also manage key stakeholder relationships across multiple levels and throughout the CX team to drive customer-centric design thinking into the organizational DNA, bringing meaningful customer insights and ideas to the table to drive better outcomes for our clients and for our business.

**Key Responsibilities**:

- **Strategic Leadership**: Develop and execute a comprehensive CX strategy aligned with business goals and client needs, fostering a customer-centric culture across the organization.
- **Team Leadership**: Lead and mentor a team of CX and Design professionals, fostering a collaborative and innovative environment to deliver exceptional solutions.
- **Client Engagement**: Partner closely with clients to understand their business objectives and challenges, providing strategic insights and delivering CX solutions that drive value and loyalty.
- **CX Design & Implementation**: Oversee the end-to-end CX design process, from research and analysis to concept development and execution, ensuring seamless and impactful customer journeys.
- **Sales Experience**: Showcase a dynamic ability to sell, present, and convince stakeholders, steering their attention and maintaining focus on impactful CX outcomes.
- **UX/UI Experience**: Demonstrate a profound knowledge of UX and UI, bringing expertise to the forefront of the CX design process.
- **Timeline Management**: Thrive in a fast-paced environment, efficiently coordinating multiple projects simultaneously, with a dedicated focus on meeting tight deadlines to deliver high-quality CX solutions.
- **RFP Experience**: Lead Requests for Proposals (RFPs), project estimations, and experience in presenting compelling proposals for websites, mobile apps, user journeys, and personas.
- **Performance Evaluation**: Establish and measure key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives, providing actionable insights for continuous improvement.
- **Collaboration & Integration**: Collaborate cross-functionally with teams such as Marketing, Technology, and Operations to integrate CX strategies into all aspects of the business.
- **Workshops & Ideations**: Lead engaging workshops to cultivate creative ideas, shaping personas, user journeys, and strategic roadmaps for project success.

**Requirements**:

- Proven leadership experience (6+ years) in a digital agency, driving CX strategies in a dynamic and innovative environment.
- Demonstrate confidence, strong leadership, and communication skills, capturing stakeholders' attention while inspiring and mentoring teams.
- Adept at selling ideas and persuading stakeholders to champion innovative solutions.
- Deep understanding of CX methodologies, the e-commerce space, design language systems, and customer journey mapping.
- Expertise in leveraging technology and data to enhance customer experiences.
- Possess a strong network and PR acumen, ideally in Dubai and KSA, contributing to the organization's prominence in the CX landscape.
- Bachelor's/Master's degree in Business, Marketing, Design, or a related field.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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