Customer Experience Manager

Full Time

Al Futtaim Private Company LLC

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

Job Role:
Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.

Job Responsibility:

Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget

Risk Management: Detect early signals of risks address them, and provide path to escalation

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)

Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports

People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.

Provide feedback to Business on the readiness of solutions that improves customer’s experience

Help the Technical team overcome any delays in system implementation by participating in UATs as and when required

Relay customer feedback to the Product team and Business stakeholders

Align with the Support team on resolution of major cases and report bugs to technical team

Required Skills to be successful:-
Excellent written and verbal communication skills
Problem analysis and problem-solving
Information management
Formal presentation skills
Proficiency in communication & computer literacy are prerequisites.
Leadership Skills.
Negotiation Influencing Skills.
Interpersonal Skills.
Team Management Skills.
What equips you for the role:
Data and Analytics experience and knowledge of how to determine trends from Data
SAP or similar experience
High level of MS Office
Experience on NPS programs
Excellent data and trend analysis skills
Minimum 8-10 years significant experience in Customer Service and Customer Experience
Degree/higher level qualification in business/operations/customer experience
Management and people development experience