• Define and develop CX department infrastructure including systems, processes, procedures, manpower, training and other requirements based on the business plan and the digital ecosystem requirement (digital platform and mobile applications).
• Ensure seamless and optimized operations meeting business KPIs;
  • Uninterrupted Call Center Operation – Weekdays: 9 am Till 9 pm, Friday: 4 pm Till 9 pm
  • Customer Accessibility on Calls, Email, Website Contact Us and Social Media
  • Capturing Of Net Promotor Score of All Touch Points
  • 95% Customer Satisfaction Score Target
  • Speed Of Connect Within 2 Rings (10 Seconds)
  • 90% First Call Resolution Rate
  • 48-Hour Resolution Turnaround Time
  • Other KPIs and Objectives Set by The Business
• Define, develop, and own initiatives that remove blockers and improve the overall performance of the digital ecosystem.
• Define and execute customer journey processes and cultivate a customer-centric corporate culture.
• Define and optimize quality standards and methodologies, aiming for enhanced customer experience and quality control.
• Formulate, communicate, and implement the short- and long-term Customer Experience Plan.
• Define and monitor customer experience metrics and measures, analyze customer satisfaction surveys (CSI, SSI, and GSI) and other feedback.
• Monitor and evaluate the Call Center, CRM, Business Intelligence, Quality Control and Training teams with the objective of continuous improvement.
• Oversee the Quality Control team in the development and administration of internal and external regulations, protocols, and policies, and report results to ensure a consistent and high level of quality for the digital ecosystem.
• Serve customers by supervising Call Center and Customer Care Team by providing service information and resolving service problems.
• Acquire and sustain customers by answering service questions and suggesting information about specific offers, products, and services.
• Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base. Act as a one-point contact for all customer requirements.
• Follow up with customers to ensure they receive optimal value from purchased 
• Collaborate with all internal business stakeholders to develop, collect, and report on functional KPIs to ensure that the health and effectiveness of its initiatives can be monitored over time.
• Work closely with internal departments and external partners to ensure that appropriate customer requirements e.g., specific replies, materials are given and/or distributed correctly and in a timely manner.
• Handle tough or complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints.
• Create reports and build reporting requirements for data management and analytics teams.
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.
• Provide constant analysis of customer satisfaction with digital platforms and mobile applications, and recommend action plans based on Data for processes optimizations.
• Communicate to team and management on project development, timelines, and results. Work closely with the other team members/stakeholders to meet the objectives set.

Educational background
 

Graduate / Post Graduate degree in Digital Business or Business Administration with relevant Digital specialization and/or experience.
 

Experience 
 

Demonstrable experience leading and managing Digital Platforms & Strategy collaborating with cross-functional associates across the company, managing all facets of the digital/e-commerce business. 

Specific knowledge

• Strong digital operations experience
• Experience communicating technical concepts, questions and problems for non-technical stakeholders’ Strong interest in process improvement.
• Ability to create programs that increase customer satisfaction, and generate customer acquisition, conversion, and retention.
• Communication Skills: the ability to interact with customers using appropriate language to identify their requirements and provide solutions or assistance.
• Customer Service Skills: adept at courteously relating with clients to ensure their needs and expectations are met.
• Problem-solving Skills: skilled in analyzing customer complaints or issues to come up with recommendations useful in resolving client problems.
• Solid knowledge of analytics tools
• Strong analytical skills and data-driven thinking
• Passion for staying up to date with the latest web technologies and online marketing.

Language:

Excellent command of English & Arabic language (oral and written)