Head of Customer Excellence
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الوصف الوظيفي Kitopi currently runs kitchen networks in New York, London, Dubai, Abu Dhabi, Kuwait and Saudi Arabia with more than 1200 members of staff. On a mission to continue disrupting, we are in immediate demand for an entrepreneurial focused, dynamic and energetic Head of Customer Experience to be based in Dubai, UAE. المهارات What You’ll Do Your mission is to deliver world-class support experience to our staff, kitchens, drivers, eaters, aggregator partners and restaurant partners. in the most efficient and lean way. We rely on our Command Center to provide support for our toughest issues types, handle escalations from our thousands of orders that we process from our kitchens everyday, and provide an environment to launch new brands and new processes. You will be accountable to deliver a seamless, 24/7 customer experience that is agile to changing business demands, whilst managing several cross-functional stakeholder relationships. On the virtual support side, you and your team will be responsible for improving operations, launching local market projects, scaling customer-centric programs and maintaining top-quality support. You will need to be proficient in solving problems through data and implementing continuous process improvement. The role will be based out of the Dubai Kitopi Command Center but manage our global operations across the UAE, KSA, UK, Kuwait and the USA. ● Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs. You will be managing a team of over 100 agents, supervisors and managers. ● Focus on management of SLA metrics, Quality and Customer experience; Deliver on goals agreed upon with stakeholders, and plan glide paths to meet them ● Be a trouble shooter in case of issues relating to processes affecting the SLAs; Dive deep into the numbers and make data-driven process improvements ● Work cross-functionally with various supporting teams (such as Quality, Training, Analytics and Operations) to ensure your teams are delivering exceptional customer experiences ● Be a Subject Matter Expert (SME) on your team’s processes and policies ● Encourage a culture of continuous process improvement, experimentation and a drive to deliver an excellent experience every time including on-the-job training and development ● Proactively identify, RCA and flag downward SLA trends, critical process gaps and improvement opportunities to take our support to world-leading levels ● Manage multiple cross-functional work streams effectively, with a customer-centric focus ● Possess strong desire to stimulate action within the call centre and land significant operational changes successfully ● Assist in providing solutions at the team and clients level in collaboration with the Kitchen & Delivery Managers ● Responsible of analytical reports required for the call center among all our aggregators and kitchens ● Accomplish to thrive in a fast-paced environment, and be comfortable with making quick yet calculated decisions, even in times of ambiguity What Are We Looking For? The ideal professional will hold a proven record of successfully driving analytical thinking amongst team members, data-driven mentality and strong business judgment. Able to roll up your sleeves and analyze the data and pull key insights for your team. Being passionate about what you do means you will thrive in a fast-paced environment, be able to navigate complex systems and deliver key solutions to existing and future obstacles. ● 5+ years of direct, hands-on management of all functions involved in customer experience ● Proven exposure and experience leading teams previously in a similar environment in a start-up or scale-up ● Excellent judgment and critical thinking skills with the ability to utilize data to establish trigger point priorities and develop a tactic to deploy them. Energetic and motivational leadership styles focused on personal influence. ● Exceptional communication and organizational skills. Able to communicate and listen effectively; great written, verbal and presentation skills. Who We Are Looking For? ● You hustle hard and understand the entrepreneurial landscape. ● High stamina – you don’t fold under pressure. In fact, you thrive in fast-paced environments. ● If you were to seek professional advice you are likely to be Strong people management skills and experience leading large teams. You can set the tone for your team and drive towards results, while being empathetic to your teams’ challenges. ● Take creative, solution-oriented approaches, with an eye towards achieving results. ● Strong interpersonal skills – ability to build and manage strong relationships with their team, cross-functional colleagues, and external partners. ● An entrepreneurial DNA – you’re like the lost and found for great opportunities. ● People person – an eye for great talent and the ability to unlock the potential of high performing teams. ● Exceptional communication and organizational skills – able to speak and listen effectively; great written, verbal, and presentation skills. تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/head-of-customer-excellence-4148930/ |
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