| Job Location | Abu Dhabi, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
JOB PURPOSE?Support the embedding of a customer centric culture throughout Aldar GroupROLES AND RESPONSIBILITIES?Support in establishing a strong customer-centric culture and high standard of customer experience across all assets.?Ensure proper reporting of performance of CX metrics through the delivery of insightful, accurate and timely information?Develop strong working relationships throughout Aldar Group?Ensure performance delivery according to own and shared department KPIs.?Assist the collection of customer feedback and develop customer feedback reports based on pre-defined cycles?Roll-out customer surveys and customer insight metrics?Highlighting nature and source of customer sentiments and recommend preventive and corrective actions to be taken to address customer pain points?Collate and monitor feedback and action plan implementation across assets?Support the review of customer journeys and monitor out of trend movements on feedback?Monitor customer complaints and support in the establishment of policies and procedures to support fast resolutionREPORTING LINESReport to: Assistant Vice President ? Customer ExperienceKEY RESULT AREAS:?Monitoring complaints across assets and action plans?Monitoring of all strategic customer initiatives?Monitoring and amending Processes, procedures and policies related to CXWORKING CONDITIONS:?Regular working hours, office based.RELATED YEAR OF EXPERIENCEMin of: 6-8+ years of experience in a customer centricity or related field.YOE IN MANAGERIAL POSITIONNAFIELD OF EXPERIENCE?Experience in Customer culture development?Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas.TECHNICAL AND INTERPERSONAL SKILLS?Good knowledge of customer service standards and customer quality delivery standards?Good communication skills ? written and spoken English is essential. (Arabic preferred).?Good presentation and business writing skills?Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationshipsQUALIFICATIONBachelor degree in Business or relevant degree.QUALIFICATIONBachelor degree in Business or relevant degree.
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