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Customer Care Strategy Manager

2 months ago

Dubai, Dubai, United Arab Emirates RTA Dubai Full time

Job Summary:

The Customer Care Strategy Manager will be responsible for developing and implementing strategies to enhance customer experience and satisfaction for RTA Dubai. This role will involve working closely with the Customer Services Department Director to prepare annual budgets and ensure that costs are not exceeded.

Key Responsibilities:

  • Escalate customer issues to top management to inform decision-making on developing the RTA business.
  • Prepare annual section budgets for approval and ensure costs are not exceeded.
  • Review and update customer classification in line with Framework for Integrated Customer Insights (FICI) segmentation and service redesign project.
  • Implement knowledge systems and manage lessons learned from customer interactions.
  • Ensure staff provides best-in-class customer service.
  • Conduct corporate councils with stakeholders to obtain customer insights.
  • Identify customer needs through FICI tool and master data management.

Requirements:

The ideal candidate will have experience in customer care and strategy development, with a strong understanding of customer insights and segmentation. They will be able to work effectively with stakeholders and provide excellent customer service.