Customer Experience Manager

؜ - ؜العبور city ؜ -

تفاصيل الوظيفة

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 customer experience should be run, aligning experience concepts, vision/direction, and related processes.

  • Creation, implementation and ongoing enhancement of a Customer Experience strategy.

  • Cascade critical business updates from in house team to outsourced teams.

  • Identify and prioritize customer feedback, potential opportunities, and drive change in the needed areas, working closely with cross functional stakeholders.

  • Develop customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touchpoint.

  • Drive continuous process improvement while advocating customers passionately and impact retention & growth KPIs positively.

  • Drive the metrics to use to evaluate customer KPIs including speed, efficiency, effectiveness, quality, and accuracy.

  • Solve critical business problems and improve customer experience KPIs through data analytics and trend analysis; and creation of action plans for continuous improvement.

  • Lead a high performing team that exceed pre-set targets for customer experience KPIs, by mentoring, coaching and constantly developing them.

  • Work closely with other verticals of Corporate and Travel to design and continuously enhance the end-to-end customer experiences.

  • Collaborate with relevant departments to ensure the delivery of high-quality teams Liaise with the global training teams to ensure teams are up to date in terms of skills they need to carry out their duties.

  • Prepare and manage the experience budget which provides for cost-efficient initiatives.


**


Requirements**
* Bachelor Degree of Business Administration or any relevant discipline.
* ‎5-‎7 years ' experience in a customer-centric environment in the services industry.
* Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
* Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, contact rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.
* Excellent oral and written communication skills.
* Experience and skill in areas such as customer experience process development & audit, quality management & training.
* Know-how and experience dealing with different systems and modalities of support and communication.
* Analytical, data-driven and process oriented; with excellent ability to problem-solve.
* Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.

ملخص الوظيفة

  • المُعلن : Abou Ghaly Motors
  • تاريخ الإعلان : 05/01/2023
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : العبور city
  • الراتب : -
  • الهاتف : -

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