Senior Manager - Customer Experience

Since its inception in 2000, our client has emerged as a prominent and fast-growing retail group serving markets across the Middle East. The organization partners with world-class fashion and lifestyle brands, delivering globally inspired products and experiences to discerning consumers throughout the GCC. Guided by a vision to become a leading regional gateway for international retailers, the company has successfully built a broad portfolio across diverse consumer categories. Its collaborative approach with global brand partners, combined with extensive market expertise and a customer-first mindset, has enabled sustained growth and ongoing expansion across the region. Today, our client remains well-positioned to capitalize on emerging opportunities within the dynamic Middle Eastern retail market.

Responsibilities:

• Provide support to the section head in developing and implementing a strategic vision for the digital channels and customer experience that aligns with the company's overall goals and objectives.
• Develop a roadmap for digital transformation initiatives, including timelines, resources, and budgets
• Identify opportunities to improve digital channels and customer service by staying up-to-date with industry trends and implementing best practices.
• Drive the development and enhancement of customer self-service digital solutions as the Business lead and work along with the IT team – App/ portal, Whatsapp/ Chatbot, Kiosks, Token machines, etc.
• Improve overall customer experience across the prospect and customer journeys from lead generation till sale, and through to post-sale services.
• Revise the processes offered on the self-service channels in context of a digital-first experience.
• Provide the business with customer feedback and insights that enhance customer experience and engagement.
• Ensure all digital touchpoints in the processes, and communications and templates going out to customers and prospects is up to date.
• Collaborate with other departments, such as IT, Marketing, Sales, and Customer care to ensure smooth delivery and operations of digital channels.
• Collaborate with cross-functional teams to drive process improvements for a digital-first approach.
• Lead and oversee transformation projects related to call center operations, including implementing new technology, system upgrades, and process improvements.
• Work closely with the CX team to incorporate customer insights into commercial strategy development, enhancing customer satisfaction and retention.
• Represent the Customer experience team in cross-functional meetings, and provide regular updates to senior management.
• Develop strategies to enhance the customer lifecycle and maximize lifetime value, driving both customer loyalty and revenue growth.
• Leverage advanced analytics to track market performance, customer behavior, and competitive positioning, ensuring decisions are guided by actionable insights.

Requirements:

• Bachelor’s degree in Business Management/ Marketing/ Digital Transformation/ Customer Experience/ Business Analytics, or a related field. Master’s degree - preferred
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design - preferred
• Min. 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies.
• Proven experience in delivering digital transformation initiatives within complex organizations, including the development and implementation of customer self-service channels such as WhatsApp, chatbots, and customer portals.
• Prior experience in customer experience design or consumer research and/ or real estate industry is an added advantage