Assistant Vice President

JOB PURPOSE
Transforming the customer experience in all Aldar businesses.

ROLES AND RESPONSIBILITIES

1. Set yearly customer experience targets for all the businesses and touchpoints to be integrated into the scorecards.
2. Identify key relevant CX trends or global best practices then translate them into initiatives.
3. Support in the development of Aldar's CX strategy and lead the execution of the strategy.
4. Develop and implement strategic initiatives to enable transformational change in critical journeys.
5. Identify, improve and streamline critical journeys that have high impact on strategy.
6. Recommend processes, procedures and policies that will drive customer satisfaction and retention.
7. Develop a deep understanding of Aldar's customers and deliver insights to the executive management.
8. Embed the CX culture and drive change across all the businesses.
9. Leverage the truly digital agenda to drive exceptional experiences for all customers.
10. Support in planning and managing omni-channel annual customer communications to ensure that communications are released effectively with outcomes achieved.

QUALIFICATION AND EXPERIENCE

RELATED YEAR OF EXPERIENCE:
Min of 8+ years of experience in a customer centricity 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

1. Strong knowledge of customer service standards, CX trends, and customer quality delivery standards.
2. Previous experience in CX digital implementation.
3. Proven strategic thinker with a track record of innovation.
4. Strong conflict resolution/management skills.
5. Excellent communication skills; written and spoken English is essential (Arabic preferred).
6. Strong/Excellent presentation and business writing skills.
7. Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships.

QUALIFICATION
Bachelor's degree in any discipline; Advanced strong degree preferred. Please note this role is for UAEN Only.