Head of Customer Insights

6 days ago


Dubai, United Arab Emirates Mondia Group Full time

**ABOUT **US**

WHAT WE DO | Our talented teams create tech that connects brands to people via meaningful content that impacts their lives in positive ways. By understanding where the markets are going and where technology fits in; we use our knowledge to identify solutions that boost businesses and shift user experiences.

WHY WE’RE DIFFERENT | What makes us a leader in our industry, and different from other international digital tech companies, is our ability to tailor or custom create our offering to solve business challenges.

WHERE YOU FIT IN | We aim to build an inspiring organization with an engaged and high performing culture. We believe in possibilities. We connect to the future. Think unlimited digital potential, global reach, limitless content, unreal experiences, real connectionsnow imagine the direct impact you could have in this landscape. If you are eager to work in an inspiring, dynamic environment and collaborate with like-minded people, we want to hear from you

**ABOUT THE ROLE**

As the Head of Customer Insights, you will play a key role in driving informed decision-making and fostering business growth by deeply understanding our customers' needs, preferences, and behaviors. This functional role has two primary responsibilities: providing strategic insights to guide product development, marketing strategies, and customer segmentation, and leading the Customer Insights Team responsible for engaging customers across various support channels.

You will be at the forefront of uncovering valuable insights about our customers, with a specific focus on their preferences, pain points, and motivations. Leveraging a combination of market analysis, customer data analysis, and feedback collection, you will empower the organization to make data-driven decisions, create customer-centric products and services, and develop effective marketing strategies. Vigilantly monitoring the competitive landscape and identifying emerging customer trends will enable you to pinpoint growth opportunities and actively contribute to shaping the organization's strategic direction. A significant near-term focus of your role will involve establishing and managing the Customer Insights Team, which will entail restructuring the existing IT Service Management (ITSM) function.

As the primary point of contact for both B2B and B2C customers, the ITSM function will be reorganized to align with a customer-centric approach. In this capacity, you will provide leadership, guidance, and support to the team, cultivating a customer-focused culture within the organization. Setting clear objectives, defining strategies, and driving initiatives, you will enhance customer engagement, elevate satisfaction levels, and optimize support processes.

As the Head of Customer Insights, you will encounter complex challenges that necessitate exceptional leadership skills, strategic thinking, and analytical acumen. Collaboration with cross-functional teams will be crucial, as you advocate for the customer's perspective in decision-making processes and ensure seamless integration of customer insights into business strategies. Your ability to deliver exceptional customer experiences will directly contribute to the organization's growth and overall success.Reporting to the Chief Technology Officer, you will oversee a small, geographically dispersed team located in Dubai, Germany, Spain, Egypt, and South Africa.

The final structure of the team is yet to be determined. It is important to note that this function is newly established within Mondia and will eventually transition out of the Technology department, reporting directly to the CEO
**Requirements**:
Other qualifications include:

- Bachelor or Master’s degree preferably in business, marketing or equivalent
- At least 7 years proven working experience in leading cross functional projects, preferably in an international environment and in the mobile/web technology sector
- Solid technical background with understanding and/or hands-on experience in customer insights and analysis.
- Experience working with Telcos or in a SaaS company managing virtual teams is a plus.
- Working knowledge market analysis, customer data analysis, and feedback collection.
- Excellent client-facing and internal written and verbal communication skills
- Strong understanding of both business as well as technology stakeholder requirements
- Solid organizational skills including attention to detail and multi-tasking skills
- Strong working knowledge of Microsoft Office, Microsoft Project
- Exceptional leadership skills, strategic thinking, and analytical acumen.

**Benefits**
- Medical and Health insurance
- Paid time off
- Flat hierarchies and short decision-making paths
- Cooperation in a highly motivated, young, international team spread across 3 continents



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