Customer Experience Manager

The Customer Experience (CX) Manager is the primary architect and guardian of the customer journey for Budget Rent a Car and its affiliates in the UAE. This role is responsible for leveraging data-driven insights to design world-class processes, and orchestrate targeted training, to customer-facing teams. The incumbent will serve as the central connection, working closely with Rental Operations, Leasing, Fleet, CRM and Marketing functions to ensure every customer interaction—across every channel—seamlessly delivers on the company's brand promise. The ultimate objective is to transform customer satisfaction into customer loyalty, directly contributing to brand reputation, market differentiation, and revenue growth.

Roles and Responsibilities

1. CX Strategy & Process Design:

• Develop and implement a comprehensive Customer Experience strategy aligned with the company's brand promise and business objectives.
• Map the entire customer journey across all touchpoints (digital, phone, branch, airport counter, meet & greet, vehicle return).
• Identify critical pain points, moments of truth, and opportunities for enhancement.
• Design, document, and implement detailed Standard Operating Procedures (SOPs) for all customer-facing processes to ensure consistency and excellence.
• Establish and monitor Key Performance Indicators (KPIs) related to customer satisfaction, Net Promoter Score (NPS), etc.
• Ensure customer centricity across all business functions and departments.

2. Data-Driven Insight & Cross-Functional Collaboration for Brand Promise Delivery:

• Leveraging CRM Data: Work closely and collaborate with the CRM function to get data and analysis. Utilize this CRM data to meticulously map and analyze the end-to-end customer journey across all touchpoints (digital inquiry, call center, branch, airport, vehicle handover, recovery, return).
• Voice of the Customer (VoC) Program: Design and manage a comprehensive VoC program using insights from the CRM to capture, analyze, and action feedback from surveys (NPS), social media, direct complaints, and interactions.
• Data-Driven Reporting: Provide the leadership team with regular, insightful reports on customer health, sentiment trends, recurring pain points, and the ROI of CX initiatives. Translate raw data into actionable business intelligence.
• Rental & Leasing Operations: Work hand-in-hand with the Leasing and Rental Operations to audit processes, ensure vehicle availability promises are met, and that the rental/return experience is frictionless. Align on service recovery protocols to resolve operational failures swiftly.
• Fleet Operations : Partner with the Fleet Manager to ensure the vehicles meets customer expectations. Use customer feedback on vehicle quality, cleanliness, and maintenance issues to inform fleet planning, preparation, and maintenance schedules.
• Marketing : Collaborate with the Marketing Manager to ensure all campaign messaging aligns with the achievable customer experience. Use customer data for targeted communications, loyalty programs, and to ensure a consistent brand voice from first ad impression to post-rental follow-up.
• Unified Customer Strategy : Act as the customer's advocate in all business discussions, ensuring decisions in operations, fleet, and marketing are made with a clear understanding of their impact on the customer experience.

3. Training & Capability Development:

• Curriculum Development based on Data: Partner with the Training Department to develop targeted training curricula, using insights from CRM data and quality audits to address specific knowledge gaps, behavioral coaching needs, and process adherence issues.
• Experience-Based Training: Move beyond transactional training; develop programs focused on empathy, problem-solving, creating memorable moments, and effectively representing the brand promise in every interaction.
• Ongoing Coaching & Support: Implement a continuous coaching framework for customer-facing staff, based on recorded interactions, mystery shop reports, and customer feedback pulled directly from the CRM.

4. Direct Team Management & Experience Execution:

• Provide direct leadership, coaching, and performance management to key experience-focused teams:
• CRM & Customer Service Teams: Ensure the CRM team leverages the system for proactive engagement and that CSRs are empowered to resolve issues effectively, turning detractors into promoters.
• Premium Touchpoint Teams: Personally lead the Head Office & Abu Dhabi Meet & Greet teams, receptionists, and waiters, ensuring these high-visibility roles set the premium standard for hospitality and first impressions across the organization.

5. Quality Assurance, & Continuous Improvement:

• Closed-Loop Feedback: Work with the Sales Head to conduct root cause analysis on audit findings and customer complaints. Ensure corrective actions are implemented and feedback is looped back into training and process design.
• Champion Innovation: Stay ahead of CX trends in automotive rental and luxury hospitality. Pilot and implement new technologies and processes (e.g., digital documents, queuing systems, AI-driven support) to reduce effort and elevate the experience.

Qualifications/Requirements/Experience

• Education: Bachelor’s degree in business administration, Marketing, Data Analytics, or a related field. A Master’s degree is a plus.
• Experience: 10+ years of progressive experience in customer experience, CRM management, or premium hospitality leadership, with at least 5 years in a strategic, data-driven CX role.
• Industry Background: Experience in car rental, aviation, hospitality, or retail is highly desirable.
• Technical Skills: Expert in data analysis and visualization tools (e.g., Power BI,) and Microsoft Office Suite.
• Personality: Must possess present personality and have confidence to engage with senior people both inside and outside the organization. Must be good communicator.

Please note only shortlisted candidates will be contacted! Thank you for your interest in joining us!