Customer Excellence Manager (UAE National)

Customer Experience DesignDesign customer journeys across all touch points to elevate the customer experience and increase customer satisfaction scores.Continually test and refine the end to end customer contact strategy across all relevant channels.Review customer data to formulate customer strategy, customer segments/ profiles and optimize customer communication.Stay abreast with latest Cx. Trends and continuously explore ways to enhance the service delivery structures across the business.Build and implement a comprehensive customer communication strategy to increase customer engagement. Leverage customer data to customize direct marketing campaigns and brand messaging.Design digital solutions for customer service with IT teams.Voice of CustomerBuild and implement a robust ���Voice of Customer��� program that capture customer feedback and satisfaction across all customer journeys, touch points and channels.Analyze customer feedback and provide the business with customer insights to define solutions that enhance customer experience and engagement.Build a customer satisfaction monitoring system that allows the business to promptly address customer complaints and poor experience.Analyse customer interactions across all customer channels and touch-pointsLoyalty and Customer RetentionDefine and implement a customer loyalty program that incentivizes repeat business. Build customer retention strategies and models to maximize customer lifetime value.Find opportunities to cross-sell and up-sell products while enhancing customer advocacy Customer Centricity CampionBe an advocate for customer centric processes and policies within the business. Design and conduct customer centricity workshops across the businessCoordinate with other departments to integrate customer insights into their day to day activity and provide them with a dynamic view of the customers��� behavior.Understanding business objectives and design customer surveys with relevant departments to discover customers’ preferences. 5. Key Performance Indicators�� Customer Journeys mapped and transformed�� Customer satisfaction and engagement rates�� Customer Complaint resolution�� Comprehensiveness of customer feedback �� Customer survey sample size