Role Purpose
To develop the end-to-end customer experience and continuously develop DHCM's customer journey operations, achieving world-class customer service standards. This includes responsibility for the customer interaction strategy and roadmap and driving performance to deliver cohesive and optimal experience for all customer segments.
Key Responsibilities/Accountabilities
- Customer Journey Optimization: Identify and implement new opportunities throughout the customer journey for high-performing, agile customer interactions.
- CRM & Digital Assets: Leverage CRM strategies and digital asset development to improve key interactions in the customer lifecycle.
- Customer Experience Analysis: Analyze and improve customer experience and repeat-customer behavior across key segments.
- Cross-functional Collaboration: Collaborate with other business areas, acting as the voice of the customer.
- Brand Enhancement: Develop a delivery plan to enhance DHCM's reach and reputation.
- Customer Relationship Management: Build strong rapport and cooperative relationships with customers, ensuring excellent satisfaction.
- Performance Management: Establish clear performance objectives and KPIs for each operation and employee, designing effective reporting mechanisms.
- Quality Assurance: Implement quality assurance programs to monitor, evaluate, and enhance DHCM's customer service procedures and protocols.
- Team Development: Coach, train, and provide professional development opportunities for direct reports.
- Demand Forecasting: Anticipate customer demands/volumes and recommend changes to facilities and customer service operations to ensure service level agreements are met.
- Complaint Management: Manage customer complaints, including root cause investigation, resolution, and recommendations for improvement.
- Feedback System: Develop and implement a customer survey feedback system.
- Regulatory Compliance: Ensure compliance with regulations impacting the customer.
Knowledge & Experience
- Bachelors or Masters degree in business administration or a similar discipline.
- Minimum of 2-5 years’ experience in a similar field.
- Excellent interpersonal and communication skills.
- Passion for staying current with digital and technology trends.
- Detail-oriented with excellent communication skills.
- Adaptability to change priorities and openness to new ideas.
- Customer-focused approach.
- Strong time management, prioritization, and organizational skills.
- Proficiency in MS Office and relevant systems (e.g., Oracle).
- Ability to coach, mentor, and manage professionals.
- Strong problem-solving skills.
- Accuracy and attention to detail.
- Creativity and innovative thinking.
- Ability to coach, mentor, and manage professionals.
- Strong problem-solving skills.
- Accuracy and attention to detail.
- Creativity and innovative thinking.
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