General Manager - Customer Experience

Job Description

• Define and develop CX department infrastructure including systems, processes, procedures, manpower, training and other requirements based on the business plan and the digital ecosystem requirement (digital platform and mobile applications).
• Ensure seamless and optimized operations meeting business KPIs
  • Uninterrupted Call Center Operation - Weekdays: 9 am Till 9 pm, Friday: 4 pm Till 9 pm
  • Customer Accessibility on Calls, Email, Website Contact Us and Social Media
  • Capturing Of Net Promotor Score of All Touch Points
  • 95% Customer Satisfaction Score Target
  • Speed Of Connect Within 2 Rings (10 Seconds)
  • 90% First Call Resolution Rate
  • 48-Hour Resolution Turnaround Time
  • Other KPIs and Objectives Set by The Business
• Define, develop, and own initiatives that remove blockers and improve the overall performance of the digital ecosystem.
• Define and execute customer journey processes and cultivate a customer-centric corporate culture.
• Define and optimize quality standards and methodologies, aiming for enhanced customer experience and quality control.
• Formulate, communicate, and implement the short- and long-term Customer Experience Plan.
• Define and monitor customer experience metrics and measures, analyze customer satisfaction surveys (CSI, SSI, and GSI) and other feedback.
• Monitor and evaluate the Call Center, CRM, Business Intelligence, Quality Control and Training teams with the objective of continuous improvement.
• Oversee the Quality Control team in the development and administration of internal and external regulations, protocols, and policies, and report results to ensure a consistent and high level of quality for the digital ecosystem.
• Serve customers by supervising Call Center and Customer Care Team by providing service information and resolving service problems.
• Acquire and sustain customers by answering service questions and suggesting information about specific offers, products, and services.
• Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base. Act as a one-point contact for all customer requirements.
• Follow up with customers to ensure they receive optimal value from purchased
• Collaborate with all internal business stakeholders to develop, collect, and report on functional KPIs to ensure that the health and effectiveness of its initiatives can be monitored over time.
• Work closely with internal departments and external partners to ensure that appropriate customer requirements e.g., specific replies, materials are given and/or distributed correctly and in a timely manner.
• Handle tough or complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints.
• Create reports and build reporting requirements for data management and analytics teams.
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.
• Provide constant analysis of customer satisfaction with digital platforms and mobile applications, and recommend action plans based on Data for processes optimizations.
• Communicate to team and management on project development, timelines, and results. Work closely with the other team members/stakeholders to meet the objectives set.

Educational background Graduate / Post Graduate degree in Digital Business or Business Administration with relevant Digital specialization and/or experience.Experience Demonstrable experience leading and managing Digital Platforms & Strategy collaborating with cross-functional associates across the company, managing all facets of the digital/e-commerce business. Specific knowledge

• Strong digital operations experience
• Experience communicating technical concepts, questions and problems for non-technical stakeholders Strong interest in process improvement.
• Ability to create programs that increase customer satisfaction, and generate customer acquisition, conversion, and retention.
• Communication Skills: the ability to interact with customers using appropriate language to identify their requirements and provide solutions or assistance.
• Customer Service Skills: adept at courteously relating with clients to ensure their needs and expectations are met.
• Problem-solving Skills: skilled in analyzing customer complaints or issues to come up with recommendations useful in resolving client problems.
• Solid knowledge of analytics tools
• Strong analytical skills and data-driven thinking
• Passion for staying up to date with the latest web technologies and online marketing.

Language:Excellent command of English & Arabic language (oral and written)

Keyskills :

About Company

Company Description Archirodon , having earned its reputation as a reliable and respected international contractor for more than a half century in the Engineering, Procurement and Construction (EPC) market, continues to create value to its stakeholders by executing complex EPC projects worldwide, in recognition of its superior standards of performance. We have an outstanding record in completing major Energy, Marine, Infrastructure and Defense & Security projectsaround the globeand we pride ourselves on delivering over the years the kind of reliability and trust that the client has the right to expect from a major EPC contractor.