Head of Customer Experience and Engagement

Job Description

Job PurposeTo plan, manage and lead the development and implementation of the customer experience and engagement strategies and plans aiming to enhance GoA?s visitor experience and improve customer satisfaction and engagement in alignment with GoA?s overall strategy, vision, and mission.Management ResponsibilitiesStrategy Development, Planning and/ or Contribution?Manage the development and implementation of the divisional strategy ensuring alignment to GoA?s vision, mission, and corporate objectives?Proactively monitor and measure the implementation of the divisional strategy and related strategic plan ensuring that variances are addressed in a timely manner?Ensure the provision of subject matter expertise for the assigned domain and provide counsel to GoA?s leadership on all related areas to facilitate the achievement of the divisional strategic plan and GoA?s strategyPeople Management?Manage the achievement of divisional objectives through effective leadership and by managing the setting of individual objectives, monitoring and measuring performance, and developing and motivating the team to maximize performance?Lead the talent development initiatives, collaborating with departmental experts and thereby ensuring the availability of talent to fit the business requirementsBudgeting and Financial Performance?Manage the consolidation, recommend the divisional budget and monitor financial performance versus the budget to identify any variances or performance improvement areasChange Management?Lead the management of change through continuous improvement of divisional systems, processes and practices considering leading standards and changes in the business environmentReporting?Ensure that all divisional reports are prepared timely and accurately and meet GoA?s requirements, policies, procedures, and quality standardsPolicies, Systems, Processes & Procedures?Develop and lead the implementation of divisional policies, systems, processes, procedures, and controls so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent mannerMonitor and measure adherence to divisional policies, systems, processes, and controls ensuring that variances are mitigated in a timely mannerJob-Specific ResponsibilitiesCustomer Experience?Oversee the development and implementation of the customer experience strategy, initiatives and guidelines in coordination with relevant departments?Manage the development of visitor journeys across all conventional and digital touchpoints for targeted customer personas and residence owners to help in monitoring and enhancing visitor journeys?Oversee the monitoring of all services related to visitor experience performed by third parties (e.g., hotels) to ensure they adhere to customer experience guidelines and deliver the best value for GoA?Ensure the provision of distinguished services to special guests (e.g., Royal family members) in their stay?Lead and direct the performance of market research (questionnaires, focus groups, etc.) on customer experience and satisfactionInnovation and Solutions?Oversee the development and implementation of the innovation and solutions strategy and plans for GoA customer experiences?Lead and direct the planning and development of solutions including digital products, programs, platforms, etc., ensuring alignment with the customer experience strategy and guidelines?Oversee the liaison with relevant stakeholders to develop interactive prototypes prior to launching the solutions?Ensure the effective implementation of solutions and continuous assessment of their usageOversee the development and implementation of tools to monitor customer engagements and ensure proper development of periodic reportsJob Stakeholders (Relationship, Communication & Coordination)InternalInteracts with staff across the organization to provide guidance and solve escalated matters. Has frequent communications with the functional leadership to ensure cross-functional coordination and drive strategic initiatives:?Marketing divisions?Development?Commercial?Strategy?Other divisions as requiredExternalHas frequent communications with key stakeholders to ensure effective stakeholder management, negotiate and secure strategic deals and influence relationships impacting the overall business:?Third party service providers?ConsultantsDisclaimer:This list of responsibilities, accountabilities, requirements and working relationships (job stakeholders) is not exhaustive, and the employee may be required to perform other duties in line with business requirements and at the Organization?s discretion.

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