Head Of Customer Experience

Snoonu

We are hiring a Head Of Customer Experience!

Job Description:

  • Will be the owner of top-level KPIs for all customer touch-points (AHT, CSAT, contact rate) and customer retention.
  • Responsible to manage the customer care department.
  • Launch and scale customer loyalty program.
  • Ensure customer-centricity is brought across all functions and processes of the value chain.
  • Create a localized customer experience across all verticals.
  • Develop local customer excellence programs and processes intended to help the organization understand, analyze, and create a positive customer experience at every touchpoint.
  • Solve critical business problems and improve experience KPIs through data analytics and trend analysis.
  • Planning and forecasting for the contact center.
  • Plan how to scale digital channels and drive cost efficiency.
  • Identify and prioritize customer feedback, potential opportunities, and bring change where needed, working closely with cross-functional stakeholders.
  • Hire, lead, and motivate agents to deliver the best customer service.

Qualifications:

  • MBA/MS/BS/BBA qualified from a reputable institution.
  • 5+ years of experience in managing customer care teams/departments.
  • Demonstrated experience working in an analytical role.
  • Demonstrated experience with business intelligence and visualization tools creating.
  • Management dashboards.
  • Strong analytical skills and a passion to work with large sets of data.
  • Passionate about learning new technologies and working on a product of massive scale and impact.
  • Ability to get hands-on in a complex operational environment.
  • Must be process orientated and a logical thinker with good attention to detail.
  • Excellent communication, presentation, and interpersonal skills with great stakeholder relationship management.
  • Proven track record of customer experience and operational achievement of pre-defined global KPIs such as NPS, Contact rate, CSAT, and other efficiency and effectiveness KPIs that increased customer retention.

Due to COVID 19, companies are hiring only local candidates. If you are outside of Qatar, please read the job requirements before applying for a job.

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