Assistant Vice President

Roles and Responsibilities

Uncover unique and compelling business insights

• Utilize multiple sources of data to derive key insights into business performance, engagement, and satisfaction to inform future CX transformation initiatives.
• Develop a deep understanding of Aldar’s customer expectations and behaviors and translating these into actionable recommendations that meet their evolving needs.
• Regularly assess Aldar’s CX initiatives against industry benchmarks and global best practices to ensure competitive differentiation.

Lead the strategic creation of new CX Transformation initiatives

• Apply a structured, data-driven approach to turn customer needs, technical requirements, and business objectives into transformative CX improvement actions.
• Support the creation of Aldar’s CX strategy and spearhead its implementation.
• Drive the creation and redesign of cutting-edge business-specific customer journeys that increase customer engagement, satisfaction, and retention.
• Recommend cost-effective process and policy improvements that enhance overall CX performance.
• Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards (NPS).

Execute and monitor strategic CX Transformation initiatives

• Develop and prioritize implementation roadmaps, guiding business units in successfully delivering new initiatives.
• Support in planning and managing omnichannel annual customer communications.
• Establish and monitor continuous feedback loops to ensure the successful implementation of strategic initiatives.
• Oversee the entire initiative lifecycle, from ideation to launch, use, and growth.
• Communicate initiative progress and performance metrics regularly to senior management, c-suite, and board stakeholders.
• Champion the CX mindset across the organization, driving alignment and change across all business units.

Qualification And Experience

RELATED YEAR OF EXPERIENCE: Min of 8+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.

FIELD OF EXPERIENCE:

• Real Estate, Hospitality and Education sector experience
• Proven track record of effectively dealing with senior management.

Technical And Interpersonal Skills

• Analytical and entrepreneurial mindset with a strong grounding in customer strategy, customer insights, net promoter score, and digital transformation.
• Strong knowledge of CX standards, CX trends, and CX delivery.
• Strategic thinker with a track record of CX, Product, and Service innovation.
• Strong conflict resolution/management skills.
• Exceptional Excel data analysis, PowerPoint presentation, and business writing skills to communicate complex initiatives clearly and persuasively.
• Ability to build and maintain strong internal and external relationships.
• Ability to work cross-functionally with teams to execute initiatives.
• Experience in using analytical tools, such as Tableau (preferred).
• Excellent communication skills – written and spoken English is essential (Arabic preferred).

Desired Candidate Profile

An Assistant Vice President (AVP) typically holds a leadership role in various sectors, such as finance, marketing, or operations. Here are key responsibilities and skills associated with this position:

Responsibilities

1. Strategic Planning: Assisting in the development and execution of departmental strategies aligned with organizational goals.
2. Team Leadership: Managing and mentoring team members, fostering professional development and collaboration.
3. Project Management: Overseeing key projects, ensuring they are completed on time and within budget.
4. Stakeholder Communication: Serving as a liaison between upper management and team members, facilitating clear communication.
5. Performance Monitoring: Analyzing team performance metrics and reporting to senior leadership, recommending improvements as needed.
6. Budget Management: Assisting in the preparation and management of budgets for the department.
7. Risk Management: Identifying potential risks and developing strategies to mitigate them.
8. Policy Development: Contributing to the creation and implementation of policies and procedures.
9. Market Analysis: Conducting market research to inform strategic decisions and identify opportunities for growth.
10. Collaboration: Working with cross-functional teams to align efforts and achieve common goals.