Customer Care Strategy Manager

Responsibilities:
• Escalate to the Top management issues being raised by customers to take the right decision about developing the RTA business.
• Prepare annual Section budget for the Customer Services Department Director ’ s approval and ensure budget costs are not exceeded.
• Review and update classification of customers accordingly to the main services provided by RTA in line with Framework for Integrated Customer Insights (FICI) segmentation and service redesign project.
• Ensure implementing the knowledge system and managing the lesson learned from the customer interaction with RTA.
• Ensure section staff provides best in class customer service in dealing and interacting with public and customer.
• Conduct corporate councils with stakeholders within and outside the RTA (RTA Agencies and Departments, Dubai Model, Other Government Entities, Corporate Organizations, Universities etc.) for obtaining customer insights.
• Identify the needs of each segment of customers at agency level for the service provided by RTA through FICI tool and the master data management and its analytics tool.