Manager Customer Experience

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: August 3, 2023
  • Salary: Negotiable

About the job

About The Role

As Manager of Customer Experience, you will have responsibility for the delivery of world-class customer service, oversee and manage the day-to-day service delivery across a multitude of high-profile brands and core businesses to increase customer satisfaction, loyalty and retention and to meet their expectations, setting a clear mission and deploying strategies focused towards that mission. You will be accountable for driving a 5-star customer service standard & experience across all of QDFC, creating engaged customers though customer-centric solutions, whilst taking ownership of customers’ issues and following problems through to resolution.

Key Accountabilities Include But Are Not Limited To

  • Lead, develop and execute customer service strategy for all of QDFC to deliver best-in-class customer service. Develop a customer service strategy in line with the promotion strategy to maximize the Return on Investment of any promotions.
  • Develop and implement a Mystery shopping model to check on service levels from time to time, to ensure service strategy is being followed.
  • Design and initiate personal shopping business by creating and training a personal shopper team, to ensure VIP customers get the service level they expect to drive high-value sales
  • Develop, implement and/or manage the organization’s customer service policies, procedures, standards, and strategies, and comply with and maintain knowledge of applicable rules, regulations, standards, and best practices for continuous improvements.
  • Plan, organize, manage and evaluate customer service activities for QDFC, Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities, and ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
  • Develop CRM system using a computerized database to track information about customer, such as purchase history, preferences and contact details, to enable maintaining and strengthening client relationships for long-term loyalty.
  • Handle customer service complaints, in coordination with QDFC Airport Admin team, to ensure quick turnaround times in service recovery. In addition, identify root cause of repeat customer service issues and implement relevant checks to ensure repeat occurrence of these issues can be ceased.
  • Monitor day to day customer interactions in retail, analyse customer service-related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.
  • Coordinate with brands on brands specific service requirements, if there is any, to ensure each brands service strategy is implemented accordingly in the relevant locations to best project the brand image.
  • Develop concierge service in line with 5-star service delivery to project QDFC as a top airport shopping destination.
  • Organise, plan and conduct Mystery Shops internally within QDFC and by the respective brands to check service delivery from time to time to have excellent mystery shop scores.
  • Implement reviews and risk assessment processes on all QDFC customer service procedures and working practices, to identify any area for quality improvement, and ensure working practices and procedures are adhered to.


About you

The successful candidate will have the following qualifications and skills:

  • High School / Vocational Qualification / Diploma plus a minimum 9 years of relevant job-related experience; or
  • Bachelor’s Degree or equivalent plus minimum 8 years of relevant job-related experience

Preferred Skills And Experience

  • Experience in retail developing, managing and influencing people, and the bottom line results.
  • Experience in customer-facing, fast-paced business.
  • Proficient with MS Office, while working knowledge of other retail IT systems is must
  • High degree of analytical and strategic thinking skills.
  • Customer focus, Tracking Budget Expenses, Market Knowledge.
  • Command of the English language
  • Knowledge of the business environment in the region and ability to tap into networks to stay current.
  • Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate skills. Ability to foster teamwork among team members.

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