الوصف الوظيفي
• Creating customer experience vision and strategic plan for all CX functions.
• Responsible to increase e-Commerce website traffic and drive overall success in e-Commerce website KPIs such as customer reach, acquisition, conversion, retention, and loyalty.
• Responsible of e-Commerce website analytics and MIS.
• Consistently improve the quality of e-Commerce experience with focus on devising the roadmap to improve the customer experience of ALJM brand and product.
• Outline “the journey” to achieve customer experience vision including key landmarks and measures of success.
• Constantly build knowledge of thought leadership-customer experience and ensure that the organization becomes the pioneering leader in creating the best & most consistent automotive experience.
• Managing customer simulation via customer journey mapping and via walking in customer shoes a cross various products and channels’ touchpoints.
• Improve customer engagement through improved digital channels and interactive public website to understand customer behaviour and targeted offerings.
• Reduce cost through further automated process management and workflow to increase ALJ motors e-Commerce channels’ sales.
• Collate and analyse customer expression of dissatisfaction, complaints, mystery shopper and NPS feedback to ensure that NPS at the high level of automotive market.
• Define and communicate customer experience vision by fully engaging with and all related stakeholders.
• Play a leader role in developing a stronger “customer experience” mind set & culture within related businesses and ensure that all employees are consistent in their understanding of what their contribution is to the customer experience.
• Support business by analysing and communicating customer experience project results, recommend enhancements to achieve higher customer satisfaction rates and reduce customer churn.
• Use NPS and other tools to measure improvements and progress.
• Create and provide knowledge and training on initiative and changes to create in-house expertise.
• Continually review and evolve the capture of process, oversee and organize every interaction between customer and e-Commerce throughout customer lifecycle, liaise with relevant business owners to champion change and lead prioritized service delivery improvement.
• Undertake extensive initiatives to build a first-hand for understanding the current customer experience as seen through customers’ eyes, across all touchpoints.
• Lead and develop Customer experience designs including UX.
• Manage automated payment services and relationships to enhance customer experience.
• Improving Customer Experience Journey with innovative ideas.
المهارات
Customer experience knowledge and customer care oriented.
Knowledge of e-Commerce website KPI, NPS, and other related tools.
Expert in customer journey design and customer life cycle.
Bachelor’s degree in related field.
8 years’ experience in customer experience and development in a corporate environment.
Ability to present to senior management with excellent presentation skills.
Excellent attention to detail.
Ability to develop clear business objectives.
Ability to manage multiple projects simultaneously, while adhering to tight deadlines.
Ability to work well independently as well as with a team.
Creativity in developing concepts and project development.
Creativity with providing solutions to deliver tangible improvement
تفاصيل الوظيفة
منطقة الوظيفة جدة, المملكة العربية السعودية
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
عدد سنوات الخبرة الحد الأدنى: 8
منطقة الإقامة المملكة العربية السعودية
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي
نسخة للطباعة 
ابلغ عن اعلان مخالف