Customer Experience Leader Al Masaood Abu Dhabi

Customer Experience Leader at Al Masaood will be responsible to work closely with the individual Automotive brands/ businesses to assist the development and execution of their CX/business process strategies, whilst leveraging the VOC Program and optimizing systems, processes and solutions to deliver world class customer experiences across the consumer lifecycle. Also support CX developments (processes, systems, services and offerings and optimize lead generation/retention, all with the ultimate focus of increasing customer experience and engagement.

Responsibilities of Customer Experience Leader

• Customer Journey Mapping analyzing all touch points within the organization.
• Management and operations of the VOC Program.
• Continuously seek knowledge of who customers are, their behaviors and what drives them.
• Ensure the delivery of the Customer Values across the Group.
• Create lead generation/ nurture and cultivate, whilst retaining and reactivating AMA potential customers.
• Ensure the VOC Data and Key Driver Analysis is accessible and available to the business functions.
• Create and maintain Customer Communication lifecycles.
• Deliver communication through omni channel approaches.
• Provide Insights and work with Brands and Training Department on Action Plans to improve overall experience.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Cooperates with the group IT department to incorporate new applications and functionalities.
• Collaborate with Marketing to consistently optimize content and material.
• Constantly tracks and accurately reports on activities
• Working with the business to develop and maintain a customer-centric attitude toward all activities.
• Ensures that experience is being measured at multiple touchpoints and events.
• Works collaboratively to ensure the customer database, maintained and managed effectively.
• Manages the relationship with data vendors and other service providers.

Requirements for Role of Customer Experience Leader

• Bachelor’s degree in Business Administration, Marketing, Communications or in Related fields.
• 5-7 years in Business Administration, Marketing, Communications or a related field/role, with 2 years of experience in managerial.
• Proven experience with CRM programmes.
• Professional certification (preferred)

Skills And Knowledge Desired

• Knowledge of current and best communication channels and digital marketing ecosystem.
• Proven ability to work independently and with others.
• MS Office skills.

Sales Executive Al Masaood Dubai