Director Customer Engagement Miral Experiences Abu Dhabi

Miral Experiences is presently hiring for the role of a Senior Director Customer Engagement. The role holder will provide the necessary management and thought leadership to provide welcoming, memorable and exhilarating experiences to all guests, regardless of which brand, asset or communication channel. Responsible for the overall management and deployment of the budget associated with the operational performance of the Concierge & Contact Centre Services and for the delivery of the contractual service levels defined and agreed with tenants each year, and the overall satisfaction of each tenant with the customer service provided.

Responsibilities of Senior Director Customer Engagement

• Leadership and Strategy: Overseeing the entire operation of a Abu Dhabi Concierge contact center’s.
• Operations Management: Ensuring efficient and effective operations.
• This involves overseeing the day-to-day activities of the contact center teams, implementing processes for improved performance, and managing budgets and resources.
• Quality Control and Performance Metrics: Monitoring and enhancing the quality of service provided.
• This includes analyzing performance metrics, implementing quality control measures, and identifying areas for improvement.
• Technology and Systems Oversight: Keeping up with the latest in contact center technology and ensuring the center is utilizing the most effective systems and tools.
• This could involve implementing new software or upgrading existing systems.
• Customer Experience Management: Focusing on customer satisfaction and experience across all channels and teams, and constantly working on strategies to improve customer engagement and satisfaction levels.
• Staff Training and Development: Overseeing the training and professional development of staff. This includes identifying training needs, implementing training programs, and ensuring staff are equipped to handle their roles effectively.
• Compliance and Regulation: Ensuring that the contact center complies with all relevant laws and regulations.
• This can involve keeping up-to-date with changes in legislation that affect operations.
• Communication and Collaboration: Working with other departments within the organization to ensure a cohesive approach to customer service.
• This includes regular communication with senior management and other key stakeholders.
• Crisis Management: Being prepared to handle and swiftly respond to any crises or major issues that may arise, ensuring minimal disruption to services.
• Innovation and Improvement: Continuously seeking ways to innovate and improve the contact center’s operations, whether through new technologies, processes, or strategies.

What You Will Do More

• Customer Concierge: To accompany the Account Manager at key review meetings with tenants management meetings through the provision of performance reporting
• To provide strategic direction for the business unit
• To complete business plans and reports as required in order to develop the BU and report on performance as required by clients and internal stakeholders
• Promotes a clear sense of purpose, inspiring a positive attitude to work in and focus on the successful accomplishment of objectives by articulating a clear vision
• Overall accountability for the management of the operational performance against the formulated annual budget
• Day-to-day financial management and associated financial governance
• Translates vision to measurable strategic objectives and revises strategy to meet changing circumstances
• Providing the necessary strategic input into Experience Hub growth plans and taking overall accountability for the execution of these plans.
• Identifying and developing opportunities within Yas Concierge to leverage to the benefit of the Client and Farah Experiences.
• Accountable for creating demand for and growing the revenue stream within the Yas Concierge through expanding the solution set(s) associated within the business unit.
• Oversee the operational delivery and proper execution of “wow” moments as designed by the marketing team.
• Responsibility for the organizational design in line with the Farah Experiences’ structures which best suits the business.
• Oversee the operational delivery and proper execution of “wow” moments as designed by the marketing team.
• Social Media Community Management: Lead the social media community management function for 10 brands ensuring SLA’s for response times are achieved.
• Ensure all community management activities are aligned to the Social Media policy
• Ensure that all community management responses are aligned to the tone of voice and brand playbook

Requirements of Senior Director Customer Engagement

Requirements for role of Senior Director Customer Engagement are as under:

• Bachelor’s degree in business management
• Minimum of 10 years in a management position Customer Service and/or Contact Centre industry
• Minimum 5 years in leading Customer Experience Transformation programs.

Skills And Knowledge Desired

• Able to work in a demanding, customer centric, fast pace, high performing environment
• Able to produce written communications and procedures, which are clear, fluent, concise.
• Effective time management, establishing and working to deadlines
• Extensive skills in contact center management tools and processes

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