Customer Experience Director

Description

Job Summary: The Customer Experience Director leads a comprehensive strategy to enhance customer experience across all interaction points, aiming to increase satisfaction and strengthen loyalty. Key Highlights: 1. Enterprise-wide strategic leadership of customer experience 2. Enhancing the customer journey across all channels and touchpoints 3. Fostering a "customer-first" culture within the organization **Customer Experience Director** **Job Summary:** The Customer Experience Director leads a comprehensive strategy to enhance customer experience across all company touchpoints, aiming to increase satisfaction, strengthen loyalty, and improve customer retention—through data analysis, process optimization, and cultivating a customer-centric culture within the organization. **Responsibilities & Duties:** * Develop and implement an enterprise-wide Customer Experience (CX) Strategy. * Enhance the Customer Journey across all channels and touchpoints. * Analyze customer data and performance metrics such as NPS, CSAT, and CES. * Identify customer experience pain points and propose practical solutions for improvement. * Collaborate with various departments (Marketing, Sales, Operations, Technology) to enhance the overall experience. * Lead customer satisfaction and loyalty improvement initiatives. * Design and implement Voice of Customer (VoC) programs. * Oversee Customer Service and User Experience teams as needed. * Monitor the implementation of customer experience improvements and measure their outcomes. * Foster a "customer-first" culture within the organization. * Prepare periodic reports for senior management on customer experience performance. * Utilize data analytics tools, CRM platforms, and CX platforms. **Qualifications & Requirements:** * Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred). * Minimum 10–15 years of experience in customer experience, marketing, or operations—including at least 5 years in a leadership role. * Strong experience in customer experience management and performance metric measurement (CX Metrics). * Advanced data analytics skills. * Deep understanding of customer behavior and end-to-end customer journey management. * High-level strategic and leadership capabilities. * Fluency in both Arabic and English. **Core Competencies:** * Customer Experience (CX) Management * Customer Data Analysis * Process Improvement * Leadership and Team Building * Strategic Thinking * Change Management **Key Performance Indicators (KPIs):** * Customer Satisfaction Score (CSAT) * Net Promoter Score (NPS) * Customer Retention Rate * Improvement in Customer Journey Experience * Response time and issue resolution speed * Number of implemented customer experience improvement initiatives If you require a customized version for a specific sector Salary: QAR 30,000.00 per month Work Location: On-site