Job Detail Gulf

Jobs Filtered by

Location

(DUBAI) and various
Job Reference

20938
Functional Area/Experience

Marketing, advertising and PR / 2 Years

Job Description & Qualifications

To comply with country regulations, we are looking for UAE talent to fill this role.

Job Responsibility:

The job holder will manage and execute related CX initiatives to ensure implementation of ideal journeys and a customer centric mindset in the units/ touchpoints assigned to the staff, which includes:

Coordinate and communicate between CX transformation team and Business teams to ensure implementation of defined journeys and CX transformation initiatives.
Work with CX transformation and HR to set and monitor CX performance KPIs for the staff who is a part of customer processes.
Identify and lead CX ambassadors to execute cultural change initiatives at front end and gather feedback from them.
Monitor and ensure the implementation of CX initiatives in the assigned Business teams.
Manage and drive the Customer Happiness Score for assigned Business teams for effective growth on the NPS
To engage and drive CX initiatives such as:
- CHS Expansion: Initiate and drive New CHS launch and Monitor progress
- Rewards & Recognition: To drive across all Retail function and recognize Individuals & Teams for the service excellence and uplift the Customer First approach and ownership as an ICARE Mindset
- CSE Certification: Drive and engage End to End CSE Certification for respective business function.
- Axonify: To drive the staff knowledge index and engagement for the assigned Business team, with consistent monitoring on performance and improvement opportunities.