Head Of Customer Experience

Your Responsibilities

• Customer experience
• Understanding the customer experience and putting the customer’s needs first
• Leading the team to resolve all customer inquiries with consistency, efficiency and compassion
• Develop and oversee the customer experience team; communicating brand standards
• through explanation and role modelling, conducting reviews of work, and continually striving for process improvement
• Represent the voice of the customer across the wider business to raise awareness and share insights
• Prepare for coverage over holidays and high volume periods. Create workflows, articles and up to date FAQ’s to support customer needs
• Engaging and targeting customers at critical points in the customer journey to ensure adoption, growth and repeat business
• Finding opportunities to implement programs and initiatives that can effectively and efficiently drive customer outcomes at scale
• Identifying common customer challenges and actively suggest better solutions
• Oversight and strategy
• Implement scalable solutions to provide effective customer service for increasing volume of inbound inquiries
• Continually evaluate website experience from the customer’s point of view to suggest improvements, continually make updates and solve problems
• Provide feedback both qualitative and quantitative from the team to better inform and improve the customer and team experience
• Execute measurable quality and efficiency targets (NPS, OKRs, SLA’s, CSAT) for the team and support them in achieving those targets
• Create, manage and deliver best practices & policies for customer communication through email, phone, chat, and any other future platforms

Your Qualifications

• Fluent in spoken and written English (bonus if you’re fluent in Arabic)
• You’re an experienced manager who can develop individuals and keep your whole team motivated and committed to achieving business goals
• You’re self motivated, embody a strong customer centric attitude, dedicated, and can generate innovative ideas to solve problems
• You’re an excellent communicator who enjoys collaborating with people across the business
• You’re process driven and have stand out organisational skills
• You are comfortable using data & analysis to drive improvement initiatives
• You enjoy driving work forward autonomously while leveraging input and knowledge from people across various teams