Job details
Responsibilities Develop or enhance customer journeys based on new trends/addressing key current gaps. Implement strategic projects that will elevate the customer experience across the portfolio. Coordinate and align with CXOs and dedicated CX specialists across the portfolio on key priorities and action items. Develop frameworks, tools, and methodologies to capture customer feedback and ensure actions are implemented throughout the portfolio. Conduct studies, benchmarks, competitive analysis, and annual consumer surveys for the Group as well as on-demand requests. Ensure the philosophy of customer centricity is embedded throughout Aldar's portfolio. Ensure the strategic and monitoring CX teams are delivering their mandate on time and quality. Prepare CX presentations for management and external stakeholders. Continuously engage with internal stakeholders to drive results and add value. Ensure effective and optimal utilization of the department's budgets across the year. Set yearly NPS targets across the Group with supporting rationale and benchmarks. Qualification And ExperienceRELATED YEAR OF EXPERIENCE: Min of 15+ years of experience in a customer centricity or related field.YOE IN MANAGERIAL POSITION: Min of 8+ years of related managerial experience.FIELD OF EXPERIENCE: Real Estate experience in customer culture development. Proven track record of effectively dealing with senior management. Experience in leading multi-disciplinary initiatives required. Preferably experience with Salesforce, Tableau, Qualtrics, Performance/Project Management Systems. Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas.
#J-18808-Ljbffr Management & Operations
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