Manager – Customer Experience

Job Title: Manager – Customer Experience

Location: Dubai

Nationality: UAE National

Experience: 8-10 Years

Language: Arabic, English

Education: Bachelor’s Degree (Degree in Business Administration)

General Summary

1. Leadership & Strategy: Accomplish Customer Experience objectives by planning for recruiting, selecting and managing appropriate resources in the Unit. Set performance goals and review performance and progress against them for all team members. Make recommendations as to job requirements and any additional resources to ensure effectiveness of the functions. Develop the Customer Experience Section strategy in line with the organization strategy.
2. Policies, Systems, Processes & Procedures: Recommend improvements to Customer Experience Section policies and processes and direct their implementation. Review Customer Experience Section KPIs and recommend improvements and track Customer Happiness Unit performance against targets.
3. Experience Audits: Ensure assessment of customer service channels and compliance to happiness standards. Review action plan for improvement areas and recommend changes/improvements in the action plan. Understand, monitor and escalate any risks related to customer experience.
4. Happiness Standards & Service Levels: Monitor overall customer experience and report to Director – Corporate Development. Revise, advocate and recommend to the board service SLAs according to customer expectations and best practices, in coordination with the business units.
5. Review and approve customer communication scripts and communication principles.
6. Recommend and approve interdepartmental SLAs regarding inquiry and complaints resolution.
7. Ensure SLAs are tracked; review performance against SLAs and analyze experience quality audit reports.

Knowledge and Experiences: A degree in Business Administration, Customer Service Management or equivalent with 8 years’ experience preferably working in the Aviation customer service industry.