Customer Experience Manager

الوصف الوظيفي
We are currently looking for a Customer Experience Manager. A brief job description of the position and the preferred qualifications of the suitable candidates are defined below:

Reporting to the Group’s COO, the incumbent’s main responsibilities will be the development and implementation of the strategic vision and direction of the company’s Brand Customer experience across all group business units. The role will develop and champion effective business improvement approaches using Customer Journey tools and techniques that drive the customer experience strategy into day to day operations ensuring activities and initiatives are on track and strengthening customer advocacy and loyalty. The incumbent will serve as a contact point within Group operations who drives and guarantees the establishment and execution of world-class strategies & processes for customer, product, services, dealerships relationships, as well as organization and cross-departmental cooperation, to ensure that Group differentiates via customer experience and to create raving company’s Brand fans.

المهارات
10 or more years of successful management experience in customer experience or product development, including digital distribution in a B2C or direct-to-consumer industry.
Track record building high performing teams, defining organizational structure, acquiring and developing talent, embodying company values, inspiring others to find their own passion for wearing the customers’ shoes
Financial management experience, including budgeting, forecasting, preparing cost-benefit analyses, negotiating large services and project contracts.
Exhibits a passion for driving customer-centric change and sustainable profitable growth.
Is an expert in customer experience across all digital and physical touch points.
Has a clear understanding of business strategy and customer management.
Possesses very good interpersonal skills, is charismatic and has strong influencing skills, able to lead relationships with cross functional teams
Has the gravitas and ability to influence senior decision makers (Board/BU Heads)
Has a proven record of testing/challenging current thinking and formulate new practices/policies. Is a creative thinker with the intellectual horsepower to lead even when the situation is not well defined.
Has exceptional communication skills with the ability to translate complex analytical statements into credible and stimulating presentations.
Experience of leading cross-departmental projects, defining the roadmap, and seeing it through to successful completion.
Is keen in change management (people, process and systems change)
Proven record of business improvement capability –analysis of root cause and ways to eradicate customer issues
Comfortable with presenting to audiences at various levels in a business and influencing decision makers up to Board level
Fluent in English language.
Knowledge also of Arabic language is a plus Excellent use of MS office and statistical/predictive software. Knowledge of SAP is a plus
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة وكلاء السيارات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الإدارة
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة عليا
عدد سنوات الخبرة الحد الأدنى: 5 الحد الأقصى: 10
منطقة الإقامة قطر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/qatar/jobs/customer-experience-manager-3740799/