Director of Customer Experience
Kingston Stanley
- United Arab Emirates
- DH 50,000-60,000 per year
- Permanent
- Full-time
- Significant experience working in industries that serve high volumes of customers, such as aviation, e-commerce, retail, hospitality, telecommunications, or similar sectors.
- A strong background in customer experience management, including a proven track record of improving customer satisfaction, loyalty, and overall experience
- Demonstrated experience in creating and building a customer experience department or team from the ground up. This includes establishing processes, hiring and training staff, and implementing systems to deliver exceptional customer service.
- Strong leadership skills and experience in managing teams
- The ability to develop and implement a customer experience strategy aligned with the company’s overall goals, including setting clear objectives and key performance indicators (KPIs).
- Proficiency in using data and analytics to make informed decisions and continuous improvements in the customer experience.
- Familiarity with customer relationship management (CRM) software, as well as other technology tools used in customer experience management.
- The capacity to adapt to changing customer needs, market trends, and industry shifts to maintain a competitive edge in the customer experience field.
- Strong people management skills: ability to set clear priorities and performance goals for the team and eliminates barriers to the team's success.
- Strong understanding of customer operation, business metrics, and their different drivers
- Strong people management skills: ability to set clear priorities and performance goals for the team and eliminates barriers to the team's success.
- Exceptional analytical skills, strength in data-driven communication and decision-making.
- Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
- Excellent strategic planning and time management skills.
- Strong collaborative approach with peers and stakeholders
- Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines