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Director of Customer Experience

Company Name: Majid Al Futtaim
Employment Type:Full Time
Location: Dubai
Experience: 12+ year
Degree: Bachelor’s Degree, MBA preferred
Nationality: Any
Job Description:
Reporting to: SVP Marketing & Communications
Department: Customer Experience – Marketing & Communications
OpCo: Majid Al Futtaim Retail, Carrefour
Location: Corporate H.O. Dubai UAE
Role Purpose
Owns CX vision and oversees strategic roadmap for Majid Al Futtaim Retail.
Defines and prioritizes journeys.
Oversees continuous improvement CX initiatives across all journeys.
Oversees journey design teams and provides guidance on design methods (i.e., does not manage directly but monitors and intervenes where necessary).
Manages and overlooks the functions of Capability Building, Continous Improvement, CX Projects, CX designing.
Role Details – Key Responsibilities And Accountabilities
Define the customer experience strategy and direction using comprehensive customer insight.
Lead and influence cross company collaboration to ensure a holistic experience across disciplines including marketing, operations, sales, development, asset management, digital and human capital.
Provide thought leadership and insight to drive improvement creating a truly differentiated experience.
Ensure alignment to Group Customer Experience principles across the end to end customer journey.
Represent the Customer Experience for Majid Al Futtaim Retail at various stakeholder forums and workshops, up to the Executive level and Majid Al Futtaim Holding.
Oversee the customer experience end-to-end across the customer journey.
Accountable for CX design, innovation and optimization of experiences with the aim to drive profitable customer behavior.
Increase customer loyalty and drive customer advocacy and satisfaction.
Manage the NPS program for Majid Al Futtaim Retail by owning the NPS score, setting goals, communication, continuous employee education, training, driving the action plan and reporting.
Close the inner and outer loop driving tactical and strategic decisions for Majid Al Futtaim Retail.
Owner of the customer experience roadmap to deliver the customer experience strategy via a pipeline of initiatives.
Minimum Qualifications/Education
Qualification, Experience & Skills:
Bachelor’s Degree, MBA preferred
Minimum Experience
12+ years of experience in customer experience and research with specific emphasis on experience management and improvement.
Expert in customer experience across all digital and physical touch points.
Has true intellectual capability- the ability to understand, discern and synthesize complex business, operational and financial issues into real world strategies.
Passionate about the messages they represent and strong storyteller.
Good leadership skills with the ability to guide others and make them flow.
Strong understanding of organizational strategy.
A creative thinker with an intellectual horsepower to lead even when the situation is not well defined.
Possesses very good interpersonal skills, is charismatic and has strong influencing skills, able to lead relationships with cross functional teams.
History of creating productive working relationships and trust with teams across multiple departments.
Experience of leading CX projects, defining the roadmap, and seeing it through to successful competition.
Change management ability (people, process and systems change).
Business improvement capability – analysis of root cause and ways to eradicate customer issues.
Adept at presenting to audiences at various levels in a business and influencing decision makers up to Executive level.
An influencer and promoter for change.
Strong analytical skills.
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