Customer Experience Director
1 month ago
Aldar Group is seeking a seasoned Customer Experience professional to drive customer-centric initiatives and business growth.
- Develop and Enhance Customer Journeys: Create and implement customer journey maps to address key gaps and stay ahead of industry trends.
- Strategic Project Implementation: Lead strategic projects that elevate the customer experience across our portfolio, driving business growth and customer loyalty.
- CX Team Alignment: Coordinate and align with CXOs and dedicated CX specialists to ensure key priorities and action items are executed effectively.
- Customer Feedback Frameworks: Develop frameworks, tools, and methodologies to capture customer feedback and ensure actions are implemented throughout the portfolio.
- Market Research and Analysis: Conduct studies, benchmarks, competitive analysis, and annual consumer surveys to inform business decisions.
- Customer-Centric Culture: Embed the philosophy of customer centricity throughout our portfolio, ensuring every touchpoint is customer-focused.
- CX Team Performance: Ensure the strategic and monitoring CX teams deliver their mandate on time and to quality standards.
- Presentations and Reporting: Prepare CX presentations for management and external stakeholders, showcasing our customer experience initiatives and results.
- Stakeholder Engagement: Continuously engage with internal stakeholders to drive results and add value to our customer experience initiatives.
- Budget Management: Ensure effective and optimal utilization of the department's budgets across the year, driving business growth and customer satisfaction.
- NPS Targets: Set yearly NPS targets across the Group, with supporting rationale and benchmarks, to drive customer loyalty and retention.
We are seeking a highly experienced professional with a strong background in customer centricity and related fields.
- Minimum 15+ years of experience in a customer-centricity or related field.
- Minimum 8+ years of managerial experience in a related field.
- Real Estate experience in customer culture development, with a proven track record of effectively dealing with senior management.
- Experience in leading multi-disciplinary initiatives, with a strong understanding of sales, marketing, and customer experience.
- Technical skills in Salesforce, Tableau, Qualtrics, and Performance/Project Management Systems.
- Knowledge of measuring and improving customer satisfaction and loyalty across broad functional areas.
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