Customer Feedback Director

Description

Job Summary: The Customer Feedback Director leads customer feedback collection and analysis initiatives to enhance customer experience and satisfaction, and to support strategic decision-making. Key Highlights: 1. Comprehensive strategic leadership for collecting and analyzing customer feedback 2. Design and management of customer satisfaction survey programs (CSAT and NPS) 3. Customer data analysis and extraction of actionable insights **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 customer feedback collection and analysis, 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 multiple channels. * Design and manage customer satisfaction surveys (e.g., CSAT and NPS). * Analyze customer data and extract actionable insights to improve services and products. * Collaborate with cross-functional departments such as 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 Arabic and English. * Strategic thinking and data-driven decision-making capability. * Proficiency in data analytics tools and Customer Relationship Management (CRM) systems. * Problem-solving and change management skills. Work Environment * Work in a dynamic corporate environment in the United Arab Emirates. * Continuous collaboration with various departments to achieve customer experience goals. Salary: QAR٢٤‏٠٠٠‎.٠٠ per month Work Location: On-site