Customer Experiences & Customer Care Manager

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 strategy

· Establish Customer Experiences & Customer Care department’s plans and provide input to Shared Services division’s goals that support its overall strategic plans

· Collaborate with other Directors to identify Customer Experiences & Customer Care department’s required initiatives to meet future business demands

· Manage and drive the achievement of Customer Experiences & Customer Care department’s strategy, objectives and KPIs within the accountabilities of the department

Prepare and present regular reports on the department’s progress and outputs to be shared with relevant stakeholders in line with reporting requirements

·        Manage Customer Experiences & Customer Care department’s budgeting cycle and provide input to the budgeting process

·        Manage Customer Experiences & Customer Care department effectively within budget, and report accurately on progress made and challenges encountered

Formulate initiatives that result in positive financial impact for Customer Experiences & Customer Care department and mitigate financial and operational risks

·        Manage and solve customers’ problems, which may be complex or long-standing, that have been passed on by customer Care Agent

·        Analyze statistics or other data to determine the level of customer service your organization is providing

·        oversee the achievement and maintenance of agreed customer service levels and standards

·        Direct the daily operations of the customer service team

·        Ensure the necessary resources and tools are available for quality customer service delivery

·         Utilize 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 inquiries

·        Oversee the restructuring of an organization into a customer-focused establishment

·        Formulate studies and research to discover new techniques necessary for improving customer experience

Initiate 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 procedures

·        Identify, assess and recruit key talent for Customer Experiences & Customer Care department

·        Manage and assist subordinates to perform their functional operations in accordance with set policies and procedures

·        Guide, mentor and develop the Customer Experiences & Customer Care department’s team as part of their continuous development

·        Set performance objectives, provide necessary support, evaluate / appraise the team and provide regular feedback on performance

Promote a high-performance working environment within the Customer Experiences & Customer Care department