Customer Advocacy Manager

Full time at Property Finder Group in UAE

Posted on February 15, 2025

Job details

The Voice of the Customer Manager ensures the business benefits from meaningful insight derived from a clear and comprehensive set of customer metrics, including relationship, transactional, and customer journey surveys, alongside ongoing customer listening across all touchpoints. Leveraging their experience and knowledge, they drive demonstrable action, recommending improvements and changes that deliver against customer, employee, and company KPIs. Proactively, they identify risks to customer retention or acquisition and swiftly handle any obstacles to adoption. As one of the principal representatives of the voice of the customer within the company, they utilize their experience, knowledge, and influence within the organization to drive actions with various internal stakeholders, ensuring customer satisfaction is at the forefront of decision-making processes. Key Responsibilities

Drive the implementation of a comprehensive Voice of the Customer (VoC) program to gather, analyze, and act on customer feedback across all touchpoints.
Monitor customer satisfaction metrics and KPIs to track performance and identify areas for improvement.
Analyze customer feedback data to identify key themes, trends, and opportunities for improvement.
Create reports and presentations to communicate VoC insights and recommendations to senior management and key stakeholders.
Collaborate with cross-functional teams, including marketing, sales, product development, and customer support, to ensure alignment of VoC initiatives with customer experience targets and business objectives.
Drive continuous improvement initiatives based on VoC insights, working closely with relevant teams to implement changes that enhance the customer experience.
Manage governance of customer experience plans across the business to ensure targets will be achieved but also flag, mitigate or gain sign off for any risks for customer experience.
Act as the internal advocate for the customer, ensuring that their voice is heard and considered in all decision-making processes.
Stay informed about industry trends, best practices, and emerging technologies related to customer experience management and VoC programs.
Collaborate with the sales, product, and marketing teams to leverage customer feedback for marketing collateral, case studies, and testimonials.
Proactively identify and address customer issues and concerns to prevent escalations and improve overall satisfaction.
Manage relationships with third-party vendors and partners involved in VoC initiatives, ensuring that they deliver value and meet performance expectations.
Regularly review and update VoC processes and methodologies to ensure effectiveness and relevance in a rapidly evolving market.

The Person Desired Qualifications

Bachelor's degree in business, science, or related field.
Minimum of 5 years of experience within customer experience management with a proven track record of achievements.
Fluency in English; Arabic is a plus.
3+ years of experience in leading and driving Voice of the Customer programs.
Exceptional analytical skills with the ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making.
Experience managing or working in omnichannel contact centers.
Outstanding public speaking and communication skills.
Good understanding of SaaS/Marketplace solutions.
Experience working with Qualtrics is a plus.
A good understanding of Service/Quality/Cost frameworks like COPC, Six Sigma, or others.
Background in qualitative and quantitative research techniques.

Other Capabilities

Proven leadership and driving demonstrable change within the domain of customer experience.
Strong understanding of customer operations, business metrics, and their different drivers.
Strong people management skills: ability to set clear priorities and performance goals for the team and eliminate barriers to the team's success.
Exceptional analytical skills, strength in data-driven communication and decision-making.
Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
Excellent strategic planning and time management skills.
Strong collaborative approach with peers and stakeholders.
Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines.

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Customer Advocacy Manager

Job details

Apply safely

Hiring company

Property Finder Group

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