hireejobsgulf
Register for Job

Customer Experiences & Customer Care Manager

4.00 to 8.00 Years   Riyadh, Saudi Arabia   21 Jan, 2022
Al Majed For Oud
1 Jobs Openings
Job LocationRiyadh, Saudi Arabia
EducationNot Mentioned
SalaryNot Mentioned
IndustryRetail & Wholesale
Functional AreaNot Mentioned

Job Description

To ensure that the needs of customers are being met or exceeded &to provide and promote excellent customer service throughout Al Majed for Oud, manage the customer care team, making sure that service standards are being met and problems are resolved.Design and implement Customer Experiences & Customer Care department?s strategy and roadmap in alignment with Shared Services division?s strategyEstablish Customer Experiences & Customer Care department?s plans and provide input to Shared Services division?s goals that support its overall strategic plansCollaborate with other Directors to identify Customer Experiences & Customer Care department?s required initiatives to meet future business demandsManage and drive the achievement of Customer Experiences & Customer Care department?s strategy, objectives and KPIs within the accountabilities of the departmentPrepare and present regular reports on the department?s progress and outputs to be shared with relevant stakeholders in line with reporting requirementsManage Customer Experiences & Customer Care department?s budgeting cycle and provide input to the budgeting processManage Customer Experiences & Customer Care department effectively within budget, and report accurately on progress made and challenges encounteredFormulate initiatives that result in positive financial impact for Customer Experiences & Customer Care department and mitigate financial and operational risksManage and solve customers problems, which may be complex or long-standing, that have been passed on by customer Care AgentAnalyze statistics or other data to determine the level of customer service your organization is providingoversee the achievement and maintenance of agreed customer service levels and standardsDirect the daily operations of the customer service teamEnsure the necessary resources and tools are available for quality customer service deliveryUtilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.Manage social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiriesOversee the restructuring of an organization into a customer-focused establishmentFormulate studies and research to discover new techniques necessary for improving customer experienceInitiate research to identify more personalized methods of product marketing/sales.

  • Direct the development and implementation of Customer Experiences & Customer Care policies, systems, processes, procedures and controls, ensuring all relevant procedural/statutory requirements are fulfilled while delivering high quality and cost-effective results
  • Promote a culture of innovation and continuous improvement through adapting to changes in international standards, changes in the business environment and adoption of leading practices within Customer Experiences & Customer Care
Oversee resolution of escalated non-compliance cases and reduce non-compliance by ensuring availability and promotion of stipulated policies and proceduresIdentify, assess and recruit key talent for Customer Experiences & Customer Care departmentManage and assist subordinates to perform their functional operations in accordance with set policies and proceduresGuide, mentor and develop the Customer Experiences & Customer Care department?s team as part of their continuous developmentSet performance objectives, provide necessary support, evaluate / appraise the team and provide regular feedback on performancePromote a high-performance working environment within the Customer Experiences & Customer Care department

Keyskills :

APPLY NOW

Related Jobs

© 2023 HireeJobsGulf All Rights Reserved