Job Description:

The Customer Experience Director is responsible for driving the organization to transform and become truly customer centric through ensuring that all customer interfaces with the brand creates a unique and differentiated experience. The role is responsible for defining the Majid Al Futtaim Shopping Mall BU customer experience strategy and direction and overseeing its implementation into departmental and business unit operations.

Job Responsibilities:

• Define the customer experience strategy and direction using comprehensive customer insight
• Lead and influence cross company collaboration to ensure a holistic experience across disciplines including marketing, operations, sales, development, asset management, digital and human capital
• Provide thought leadership and insight to drive improvement creating a truly differentiated experience
• Ensure alignment to Group Customer Experience principles across the end to end customer journey
• Represent the Customer Experience for Shopping Mall Business Unit at various stakeholder forums and workshops, up to and including CEO level and Majid Al Futtaim Holding
• Oversee the customer experience end-to-end across the customer journey
• Accountable for CX design, innovation and optimization of experiences with the aim to drive profitable customer behavior
• Increase customer loyalty and drive customer advocacy and satisfaction
• Manage the NPS program for SMBU by owning the NPS score, setting goals, communication, continuous employee education, training, driving the action plan and reporting
• Close the inner and outer loop driving tactical and strategic decisions for Shopping Mall Business Unit
• Owner of the customer experience roadmap to deliver the customer experience strategy via a pipeline of initiatives
• Run a continuous improvement program reviewing consistent pain points and manage an ideation and execution program with a view to solving these issues
• Assist the omnichannel team at CoE in developing the optimal B2C and B2B journeys for SMBU Online and accompanying features

Job Details:

Company:  Majid Al Futtaim

Vacancy Type:  Full Time

Job Location: Sharjah, United Arab Emirates

Application Deadline: N/A

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