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Customer Experience Director

2 months ago

Dubai, Dubai, United Arab Emirates Al-Futtaim Full time

Risk Management: Identify potential risks and develop strategies to mitigate them, ensuring a seamless customer experience.

Cross-Functional Coordination: Foster collaboration across departments to resolve customer issues efficiently and effectively.

  • Communicate customer feedback to the Product team and stakeholders.
  • Align with the Support team to resolve complex cases and report technical issues.
  • Provide insights to Business stakeholders on solution readiness and customer experience improvements.
  • Assist the Technical team in overcoming implementation delays by participating in UATs as needed.

Required Skills:

  • Leadership: Demonstrate strong leadership skills to drive team success.
  • Negotiation and Influencing: Effectively negotiate and influence stakeholders to achieve customer-centric outcomes.
  • Interpersonal and Communication: Possess excellent written and verbal communication skills to engage with diverse stakeholders.
  • Team Management: Lead and manage teams to deliver high-quality results.
  • Problem Analysis and Problem-Solving: Develop and implement effective solutions to complex customer issues.
  • Information Management: Manage and analyze customer data to inform business decisions.
  • Formal Presentations: Deliver professional presentations to stakeholders.
  • Persuasiveness: Persuade stakeholders to adopt customer-centric solutions.
  • Adaptability: Adapt to changing customer needs and business requirements.
  • Innovation: Drive innovation to improve customer experience.
  • Judgment and Decision-Making: Make informed decisions to drive business success.
  • Proficiency in Communication and Computer Literacy: Possess strong communication and computer skills.

What Equips You for the Role:

  • Minimum 8-10 years of significant experience in Customer Service and Customer Experience.
  • Degree or higher-level qualification in business, operations, or customer experience.
  • Management and people development experience.
  • Data and Analytics experience, with knowledge of trend analysis.
  • SAP or similar experience.
  • High level of MS Office proficiency.
  • Experience with NPS programs.
  • Excellent data and trend analysis skills.