CE- Customer Experience Manager

؜ - ؜الإمارات ؜ -

تفاصيل الوظيفة

The role of a customer experience (CX) Manager is to ensure that the company
follows a customer-centric approach and delivers a smooth, unfragmented and
consistent customer experience across all touchpoints and at all stages of the
buyer journey across all Direct Operations (Emirates/Qatar/KSA)
A customer experience manager is responsible for keeping track of customer
journeys, interacting with customers across channels and platforms, and
coordinating with all internal stakeholders such as sales, marketing, business
operation, service and finance, in order to keep fine-tuning the customer's
experience.
The customer experience Manager need to track a complex buyer journey across
online and offline platforms and touchpoints. Each touchpoint where customers
interact, transact or engage with the brand is an opportunity to build a
positive predisposition towards the brand, or a minefield where the customer
can be put off the brand for good.


What we give


With Canon, you'll get the support and encouragement you need to grow, from
people who share your ambition. We'll invest in your professional development
to help you learn and progress in your role with us. You'll find leaders who
give you the freedom to explore new things and a team where knowledge is
shared openly.
* Oversee the strategy, planning, and execution of the organization's overall customer experience goals.
* Understand customer base, then transform their needs into reality by managing multiple programs and projects to build the right experience for customers.
* Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.
* Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged
* Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
* Raising red flags wherever the business process - billing, installation or anything pre or post sales - needs correction to ensure the customer has a seamless experience with the company
* Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
* Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as Net Promoter Score (NPS) to gauge how the brand is performing on CX performance parameters
* Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service portal
* Build solid initiatives to track Employee Satisfaction Rate in terms of department tools, processes, and management support. Then work towards defining gaps and improving employees' experience


What we ask



  • Bachelor's Degree in any field

  • B2B Account Management background is preferred

  • Working experience of minimum ‎8+ years in a customer facing role.

  • Proven account management or relationship management

  • Outstanding business development & negotiation skills

  • Excellent Interpersonal & Communication Skills (written & verbal)

  • Generally, technically savvy, and open to tech products

  • Technical expertise would be a plus, but not a deal-breaker; we will train!

  • Excellent Mathematical & analytical thinking

  • Experience using MS Office tools, Advanced Salesforce.com usage & Knowledge

  • Adaptable to unforeseen situations, keep focus on the customer & make empowered decisions with integrity, empathy, & compassion.

  • Consultative sales skills required to assist in explaining product benefits & features, overcoming objections, & closing sales

  • Excellent listener, assertive, persistent, persuasive & results oriented

  • Valid UAE driving license & car is a must


You will need



  • Empathy and Listening skills

  • Collaboration & project management

  • Speed flexibility & agility

  • Data management & analytics
    Canon is enriching lives and businesses in incredible new ways. You can play a
    part in shaping the future of a company that's visionary, innovative and bold.
    As the world's best imaging company, we're living and working together for the
    common good.

ملخص الوظيفة

  • المُعلن : Canon
  • تاريخ الإعلان : 27/02/2023
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • الراتب : -
  • الهاتف : -

وظائف أخرى مثل هذه الوظيفة

أبو ظبي
28/06/2022

**About InGenius** **_At InGenius, we understand the importance of #innovation, #entrepreneurship, and #partnership. That's why we share the risk upfront with our partners and clients by deploying our resources and capital investment, giving you access to a unique team of experts, and orchestrating…

القاهرة
29/04/2022

# **1.** **Main description of the mission:** In the framework of the Orange Business Service 's 2022 strategy, the **Customer Experience Manager - Microsoft Teams** is responsible to engage customers about the use of their UC solutions and projects and animate workshop sessions with their users…

مدينة الكويت
05/05/2022

The Role **Position Title:** Customer Experience Manager Employment Type: Full-time Salary: up to 1.7K KWD all-inclusive depending on experience and qualifications plus temporary accommodation Job Location: Kuwait About the Client: A Kuwait based standalone restaurant, serving international cuisi…

دبي
19/05/2023

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually inno…

الإسكندرية
15/09/2022

Job Description Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we w…

العبور city
05/01/2023

### **Job Information** Number of Positions **1** **** Business Line **Mobility Services** **** Function **Quality** **** City **Obour** **** State/Province **Cairo** **** Country **Egypt** **** Zip/Postal Code **11311** **** ### **Job Description** * Represent the customer's voice redefining how…

دبي
28/04/2023

Job Purpose: Emirates SkyCargo is a world-class air cargo carrier, with a vast network of destinations, cutting-edge facilities, and a focus on innovation, efficiency, and sustainability. Operations Manager Customer Experience will manage and monitor the EK express customer experience operational t…

القاهرة
25/10/2022

* Experience defining requirements and using data and metrics to generate business insights. * Bachelor's degree in Engineering, Mathematics, Statistics or similar quantitative discipline. * 2-5 years in relevant experience as Business Analyst, Data Scientist, Business Intelligence Engineer, Da…

دبي
23/06/2023

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and h…

مصر
04/11/2023

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we …

Language: English