Customer Feedback Director

Description

Job Summary: The Customer Feedback Director leads initiatives for collecting and analyzing customer feedback to improve customer experience and satisfaction, and to support strategic decision-making. Key Highlights: 1. Lead customer feedback strategies to enhance experience and satisfaction 2. Analyze customer data and derive actionable insights 3. Collaborate with departments to support strategic decision-making **Customer Feedback Director** Job Description **Job Title:** Customer Feedback Director **Department:** Customer Experience / Customer Service **Reports To:** Customer Experience Manager or Senior Management Job Purpose To lead and manage all initiatives related to collecting and analyzing customer feedback, aiming to improve customer experience, enhance customer satisfaction, and support data-driven strategic decision-making. Key Responsibilities and Duties * Develop and implement a comprehensive strategy for collecting and analyzing customer feedback across various channels. * Design and manage customer satisfaction survey programs (e.g., CSAT, NPS). * Analyze customer data and derive actionable insights to improve services and products. * Collaborate with various departments—including Marketing, Operations, and Customer Service—to ensure effective handling of customer feedback. * Prepare periodic reports for senior management on customer satisfaction metrics and customer experience trends. * Lead customer experience improvement initiatives based on analytical results and feedback. * Supervise teams responsible for collecting and managing customer feedback. * Develop effective policies and procedures for managing customer complaints and ensuring timely resolution. * Utilize modern tools and technologies for data analysis and customer experience enhancement. * Monitor global best practices in customer experience and implement them within the organization. Required Qualifications * Bachelor’s degree in Business Administration, Marketing, Customer Experience Management, or a related field. * A Master of Business Administration (MBA) is preferred. * Minimum 8–10 years of experience in customer experience or customer feedback management. * Leadership experience in team management and data analysis. Required Skills * Strong analytical skills and ability to interpret customer data. * High-level leadership and management skills. * Excellent communication skills in both Arabic and English. * Strategic thinking and data-driven decision-making capability. * Proficiency in data analysis tools and Customer Relationship Management (CRM) systems. * Problem-solving and change management skills. Work Environment * Work within a dynamic corporate environment in the United Arab Emirates. * Continuous collaboration with various departments to achieve customer experience objectives. Salary: QAR٢٤٬٠٠٠٫٠٠ per month Work Location: On-site