VIP CX Specialist

Get AI-powered advice on this job and more exclusive features.A little bit about us!At Snoonu, we hold the belief that technology has the power to make anything possible.Our Vision: to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.Our Mission: To radically transform how people live by leveraging technology to connect them with endless possibilities.Values We Live By Be Customer Obsessed - "Focus on the customer and all else will follow."Act with Integrity - "We are honest, ethical, and trustworthy in everything we do."Be Curious and Creative - "We constantly innovate and create solutions to bring a lasting positive impact."Lead by Example and Take Ownership - "Be the change you want to see and take ownership."Work Smart and Deliver Results - "You can do more by doing less, better, and faster."It's all about people - "Be a Team player, together we are stronger."The Role This is an entry role to the core team at Snoonu which starts with the frontline position of VIP Customer Experience Specialist, where you will be the face of Snoonu's premium customer experience strategy. Your mission is to ensure that our VIP customers remain engaged, satisfied, and loyal to the Snoonu brand. You will identify experiences that hurt the retention and design recovery strategies to: (a) make it right for the user immediately after the negative experience and (b) understand the root cause of the negative experience and partner with relevant teams across Snoonu to build a plan to prevent these experiences from happening again. This role combines creativity, analytics, and customer-centric thinking to build programs and strategies that enhance retention, foster loyalty, and create raving brand advocates.(Some Of) What You Will Be Doing Premium Customer Experience Act as the primary point of contact for VIP customers, ensuring their concerns, feedback, and inquiries are handled promptly and effectively.Deliver a white-glove customer service experience by building personal relationships with high-value customers.Monitor and analyze VIP customer feedback to identify trends and opportunities for improvement.Data-Driven Insights Use analytics tools to track and measure the effectiveness of retention and loyalty initiatives.Provide regular reports and actionable insights on VIP customer behavior, satisfaction, and retention rates.Identify key drivers of customer loyalty and work to enhance those aspects in Snoonu's services.Collaboration and Influence Work closely with the customer care team to ensure VIP customers receive priority support.Collaborate with product and operations teams to ensure a cohesive approach to VIP customer retention and loyalty.Act as an advocate for VIP customers within Snoonu, ensuring their needs and preferences are considered in decision-making Customer Retention Strategy Develop and implement retention strategies tailored to our VIP customers, ensuring a seamless and delightful experience at every interaction. Use data and insights to identify churn risks and proactively re-engage high-value customers.Collaborate with marketing and product teams to create personalized campaigns, offers, and incentives to drive retention.Innovative Programs and Campaigns Identify opportunities for surprise-and-delight moments that exceed customer expectations and build emotional connections.Stay ahead of industry trends and best practices in customer retention and loyalty.What Success Looks Like Increased VIP customer retention rates and decreased churn.Improved Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores among VIP customers.Increased revenue and lifetime value from VIP customers.Attitude matters most but do you have any of these?Customer-Centric Mindset: Passion for delivering exceptional experiences and building strong relationships with customers.Analytical Skills: Ability to use data and insights to drive decisions and improve customer retention strategies.Creative Thinking: Innovative ideas to surprise and delight VIP customers, making them feel valued and special.Communication Skills: Strong ability to engage with customers and influence internal teams.Results-Oriented: A proactive and driven approach to achieving measurable outcomes.Why Join Snoonu?Impact: Be part of a team that's shaping premium customer experiences in Qatar.Ownership: Take full charge of building and managing programs that drive loyalty and retention.Innovation: Work in a fast-paced environment that values creativity and bold ideas.Growth: Join a rapidly expanding company with opportunities to grow your career. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Other Industries Software Development Referrals increase your chances of interviewing at Snoonu by 2x Sign in to set job alerts for "Specialist" roles. QNB3372 - Officer Customer Care Call Center (Qatarization) QNB3328 - Officer Card Center Customer Service (Qatarization) Welcome Desk Agent - Guest Experience Expert Guest Experience Expert (Front Desk Agent) Guest Experience Expert (Front Desk Agent) Guest Experience Expert (Front Desk Agent) Guest Experience Expert (Front Desk Agent) We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.