Customer Experience Senior Manager
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Overview
- Follow-up on initiatives related to enhancing the CX across NEOM
- Ensure timely delivery and project goals being met
- Eliminate roadblocks that arise in initiatives
- Present progress of initiatives in committees
- Report progress to Chief of Staff, including health check on the CX program and ongoing initiatives
- Coordinate CX program, measure progress against targets, success, and advocacy economics
- Ensure consistency and quality in NEOM across inner and outer loop processes
- Support follow-up and escalation process for closed loop feedback
- Review callback reports and support huddles and coaching when needed
- Facilitate cross-functional initiatives and collaboration while clearing any roadblocks
- Participate in weekly meetings to discuss progress update
- Oversee the global CX training program development
- Design training and motivational initiatives to drive customer advocacy
- Coordinate with HR to include CX Program in induction training
- Communicate NEOM’s goals and success stories with regards to CX Program
- Collaborate with Corporate Functions, Regions/Sectors’ Heads to identify, develop & meet professional development requirements
- Conduct tailored training for the branch staff on topics related to the CEX program
- Circulate memos related to the CEX program based on input from the team
- Perform evaluations, monitor performance, and suggest improvements
- Create and maintain cross-departmental relationships to enable leadership success
- Help instill a culture of development, guidance, and performance
- Take responsibility, in collaboration with the Chief of Staff, for building and maintaining a high-performance team
- Participate in setting performance requirements and recruiting for key positions
- Set performance objectives, provide necessary support, evaluate / appraise staff and provide regular feedback on performance
- Promote a high-performance working environment embracing NEOM’s values
- Develop and implement a program of capacity development for Division staff
- 8 plus years of Customer Experience in a company having a successful & recognized CX Program, working at a level where he/she is taking responsibility for the coordination of customer experience activities
- Strong commercial acumen demonstrated while serving as a trusted confidant and advisor
- Strong leadership skills and proven ability to simultaneously manage a wide number of different functional areas
- A creative and agile approach to workplace challenges.
- A proven ability to motivate staff and provide appropriate developmental opportunities that increase operational performance
- Strong knowledge of Microsoft Excel, PowerPoint, BI and Access.
- Strong organizational skills and attention to detail.
- Strong oral and written communication skills.
- Highly productive working under pressure and within time constraints.
- MBA / Masters in Marketing, Strategy, Innovation or other managerial qualification
geo
in Saudi Arabia , Tabuk city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Mid-Senior level
Jobs in Saudi ArabiaThis job is closed
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1 year ago
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