Customer Experience Operations Senior Manager
4 weeks ago
We are seeking a highly skilled Senior Manager of Customer Experience Operations to join our team at Majid Al Futtaim. This is a key role that will be responsible for developing and implementing strategies to enhance customer experience across our operations.
Key Responsibilities:- Develop Sustainable Strategies: Formulate and implement strategies that support investment, provider, and employer of choice.
- Ensure High Level of Technical Expertise: Ensure that the department has a high level of technical expertise and services in the fields of Customer Care and continuous improvement.
- Continuous Improvement: Ensure that the department is strictly following the Continuous Improvement methodology (GEMBA, PDCA, LEAN, etc.).
- Customer Care Policies: Formulate and communicate Customer Care policies, performance measures, and voice of the customer to the Country Manager.
- Customer Experience Strategy: Support the development of the Customer Experience Strategy of the Carrefour by primary market research, internal consulting, business analysis, and projects in all Customer Care functions.
- Flow Mapping: Create flow mapping for the existing customer journeys and support in the future one.
- Prioritize Enhancements: Prioritize enhancements following the 80/20 rules.
- Alignment with Pillars: Ensure that all strategies are aligned with the four pillars (motivate people, customer at heart, loyal customers, and cost-efficient department).
- Continuous Improvement Culture: Develop, install, and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision.
- Bachelor's Degree: Bachelor's degree in business management.
- Experience: 7-10 years in managing Customer Care, VOC.
- Certifications: Certified six sigma & Project Management.
- Language Proficiency: English & Arabic Languages (Full professional proficiency - Required).
- Customer Experience Tools: Deep knowledge and understanding of Customer experience tools (NPS, VOC, CSAT, CES, etc....).
- Customer Data Analysis: Expert in Customer data analysis and insights.
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