Customer Service Director F-M

General information

Position description

Job title

Customer Service Director F-M

About the company

RATP Dev, a subsidiary of the RATP Group, ensures the operation and
maintenance of urban and interurban transport networks in ‎15 countries through
over ‎100 subsidiaries. With over ‎27,000 employees and the expertise and
backing of a global leader in public transportation, our subsidiaries provide
performance, dynamism and reliability to our customers and passengers to their
networks.

RATP Dev has been selected to manage the operations of lines ‎1 (‎2023) and ‎2
(‎2024) of Riyadh's automatic metro through its subsidiary CAMCO.

About the job

Reporting to the General Manager of CAMCO, the Customer Service Director
ensure that customer service and security teams meet their annual targets for
the following KPIs: passenger satisfaction, complaints per boardings,
satisfaction with the ticket office, permanent passenger information at
stations and on trains and revenue security.

 Produce an Annual Customer Satisfaction Management Plan (CSMP) & lead the
frontline Customer Service Directorate to deliver this Plan, develop the
teams, the customer service culture and meet and continuously improve
specified KPI targets.
 Ensure high quality and consistent customer service work practices and
culture through the development and continuous improvement of the Customer
Service and Security Plans, Policies, Standard Operations Procedures and
Forms.
 Ensure that efficient and high-quality ticketing sales channels are in place
in & secure cash from the point of sale to bank deposit.
 Ensure effective management of customer feedback and lost property
procedures.
 Ensure delivery of effective customer communications in accordance with the
PTSP. In particular work with and advise the Employer on a passenger education
programme during the Development Phase and direct communications with
passengers during the Operations Phase in order to meet accessibility and
integration objectives.
 Meet regularly with the Employer and peers from the other Operators to
design, plan and deliver common and consistent standards across the RPTN.
 Conduct market research in accordance with the PTSP including development
and maintenance of a patronage model, customer satisfaction surveys, focus
groups and mystery shoppers in order to inform the development of strategic
guidance for the Annual O&M and CSM Plans.
 Ensure the station Passenger Counting System is designed, implemented and
maintained in line.
 Ensure the Customer Service and Security staff support operations in
response to degraded and emergency scenarios.

HSQE Responsibilities : 
Play an active role in the development & the implementation of the Integrated
Management System and the content of the HSQE & information security policy
statements.
 Promote a good HSQE and Information Security culture.
 Protect information assets and data.

Requirements

 Technical Diploma holder (Bachelor's degree or higher).
 ‎10+ years in senior management positions in the rail/metro industry (or a
busy and high-demanding customer service environment such as airport/aircraft
industry, hospitality …) in charge of customer service.
 Ideally a previous experience as an expat (in the GCC or in another multi-
national environment)
 Innovation & digital oriented.
 Ability to negotiate and to influence (with the client and other operators).
 Ability to plan and organize in a fast-moving environment.

Other requirements for the role

 Fluent in English (Arabic would be a plus).
 Highly competent oral and written communicator.

Additional information

Job based in Riyadh, Saudi Arabia.

Contract type

‎01 - Permanent contract

Working hours

Full-time

Job location

Job location

Middle East, Saudi Arabia

Base location

Riyadh

Candidate criteria

Level of education required

‎3 - Bachelor or equivalent

Level of experience required

From ‎10 to ‎15 years

Languages

English (C - Fluent)

Additional information

Vacancy start date

‎02/‎10/‎2023