customer experience director

Eren Perakende

<div>
 <p>
  For more than 35 years, Eren Retail has been bringing the world&rsquo;s leading brands to customers in Turkey. In 1990, the company entered into a partnership with Devanlay, beginning the licensed production and distribution of Lacoste. Since then, Eren Retail has served as the Turkish distributor for globally renowned brands such as Burberry, Gant, Nautica and Converse.
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  In 2008, it launched Occasion stores, followed by the creation of the SuperStep store concept in 2012. Strengthening its online presence in 2020 through a multi-channel strategy, Eren Retail redefined retailing as an experiential journey with House of SuperStep.
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  Expanding its portfolio with brands such as Intersport, SuperKids, Fashfed, United4 and HeartBeat, Eren Retail continues to operate with an experience&ndash;focused strategy. Today, the company has a presence in 25 countries, employs over 8,000 people and manages nearly 700 stores along with 17 digital channels worldwide.
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 </p>
 <p>
  In line with our innovative approach to enhancing the customer journey across all channels, we are looking for a
  <strong>
   Customer Experience Director
  </strong>
  to design and deliver premium experiences for our brands.
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 <p>
  <strong>
   Job Description
  </strong>
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 </p>
 <ul>
  <li>
   Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity,
  </li>
  <li>
   Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience,
  </li>
  <li>
   Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions,
  </li>
  <li>
   Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies,
  </li>
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   Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives,
  </li>
  <li>
   Handle escalated customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives,
  </li>
  <li>
   Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.
  </li>
 </ul>
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  <br/>
 </p>
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 </p>
 <p>
  <strong>
   Qualifications
  </strong>
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 </p>
 <ul>
  <li>
   10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles,
  </li>
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   Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture,
  </li>
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   Experience in process improvement, change management, and performance optimization,
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   Advanced analytical skills, data-driven decision making, and KPI management,
  </li>
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   Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively,
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   Excellent communication, negotiation, and presentation skills, influencing at all organizational levels,
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   Bachelor&rsquo;s degree in a relevant field.
  </li>
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</div>


Customer Experience Director

Marriott International

<div><b>Additional Information</b><br>
<b>Job Number</b>25180968<br>
<b>Job Category</b>Sales &amp; Marketing<br>
<b>Location</b>Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814<br>
<b>Schedule</b>Full Time<br>
<b>Located Remotely?</b>Y<br>
<b>Position Type</b> Management<br>
<b>Pay Range:</b> $141,600-$214,500 annually<br>
<b>Bonus Eligible:</b> Y<br>
<b>Stock Package:</b> Y<br>
<b>Expiration Date:</b> 11/13/2025<p></p><div><p><b>
JOB SUMMARY</b></p><p>
The Senior Director, End-to-End Experience Design &amp; Innovation will lead projects focused on identifying, creating, and testing future state experiences that ultimately lead to long-term business expansion and growth. They will lead cross-functional teams, mentor junior talent and serve as a key partner and experience design advisor for other disciplines throughout the organization, with an emphasis on Brand. They will need to be comfortable working throughout the entire experience design and innovation lifecycle, beginning with external and internal consumer and stakeholder research, and then evolving to insight generation and synthesis, business strategies and experience design, concept development (visual, physical, brand development), consumer testing and validation, and ultimately a point of view and recommendation for the organization. The Senior Director will collaborate across disciplines to deliver outstanding customer experiences and will drive a culture of innovation and customer-first mindset.</p><p></p><p><b><br>
CANDIDATE PROFILE</b></p><p><b>
Education and Experience</b></p><p><b><i>
Required</i></b></p><ul>
<li>Bachelor&rsquo;s degree from an accredited college or university</li>
<li>Ten or more years&rsquo; relevant professional experience in customer experience design, brand strategy, design thinking, trends and innovation, or related function, demonstrating progressive career growth and patterns of exceptional performance</li>
<li>Demonstrated ability in customer experience design, design thinking, innovation, brand and product development, and/or journey mapping</li></ul><p><b><i>
Preferred</i></b></p><ul>
<li>MBA</li>
<li>Past experience leading the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results-oriented meetings and workshops</li>
<li>Strategy and/or innovation consulting experience</li></ul><p><b>
CORE WORK ACTIVITIES</b></p><ul>
<li>Prioritize and lead strategic initiatives that drive overall growth as well as elevate the customer experience, satisfaction, retention, and lifetime value.</li>
<li>Develop concepts, build prototypes, test with consumers, and understand opportunities to scale.</li>
<li>Lead customer journey mapping, education, and elevation through experience design.</li>
<li>Track consumer macro trends and evaluate how they may impact the industry or the company.</li>
<li>Explore and make informed recommendations to leadership on new ways to improve the overall customer experience and engagement.</li>
<li>Advance the culture of innovation across the company.</li>
<li>Analyze information and evaluate results to select the best solution and solve problems.</li>
<li>Think creatively and practically to develop, execute and implement new plans or programs.</li>
<li>Develop and implement tailored E2E experience design strategies utilizing quantitative and qualitative methodologies considering customer feedback, maps, personas, user research, technical constraints, and opportunities to create end to end experience design concepts that support business and consumer objectives.</li>
<li>Cultivate cross-discipline relationships and collaborate with other teams at MI including Global Design, Partnerships, and Digital to deliver outstanding customer experiences.</li>
<li>Communicate design ideas and prototypes clearly and persuasively to a variety of audiences.</li></ul><p></p><p><i><br>
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.</i></p><p></p><div>
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.</div><div><br>
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</div><div>Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.</div><div><br>
<br>
</div><div><b>Washington Applicants Only</b>: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.</div><div><br>
<br>
</div><div>Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.</div><p></p><p>
Marriott International is the world&rsquo;s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. <b>Be</b> where you can do your best work, <b>begin</b> your purpose, <b>belong</b> to an amazing global team, and <b>become</b> the best version of you.</p></div></div>

Senior Director, Experience Design and Innovation

Supertech Group

<div><p>Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?</p><p>
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.</p><p></p><p><b>
Job Overview</b></p><p>
The Director of Experience will lead the design, delivery, and continuous improvement of customer and user experiences across all webook.com touchpoints. This role blends strategy, design thinking, and operational excellence to ensure seamless, engaging, and consistent experiences for both B2B and B2C audiences.</p><p>
You will collaborate closely with all relevant departments to translate user insights into impactful experience improvements that drive satisfaction, loyalty, and business growth.</p><p></p><p><b>
Key Responsibilities:
</b></p><p><b>Experience Strategy &amp; Execution</b></p><ul>
<li>
Translate the company&rsquo;s customer experience vision into actionable plans and measurable outcomes.</li>
<li>Lead initiatives to enhance end-to-end customer and user journeys across digital and service channels.</li>
<li>Stay ahead of experience trends, best practices, and emerging technologies to guide innovation.</li>
<li>Develop and manage the experience roadmap and related budgets.</li>
</ul><p><b>
Team Leadership &amp; Development</b></p><ul>
<li>
Collaborate with multidisciplinary team of UX designers, researchers, and journey specialists.</li>
<li>Manage The customer support leads to enhance service standards and ensure alignment with experience goals.</li>
<li>Foster a culture of empathy, collaboration, and innovation within the experience function.</li>
</ul><p><b>
Experience Design &amp; Research</b></p><ul>
<li>
Lead customer journey mapping, persona development, and service blueprinting activities.</li>
<li>Oversee research programs to uncover user needs, pain points, and opportunities for improvement.</li>
<li>Define and monitor experience KPIs and customer satisfaction metrics (CSAT, NPS, CES).</li>
</ul><p><b>
Customer Support &amp; Operations</b></p><ul>
<li>
Manage the Support team to enhance self-service capabilities and streamline customer interactions.</li>
<li>Support implementation of new tools and automation to improve efficiency and response times.</li>
<li>Ensure consistent communication standards and escalation processes are in place.</li>
</ul><p><b>
Technology &amp; Experience Tools</b></p><ul>
<li>
Partner with IT and Product teams to implement and optimize CX and UX tools (CRM, chatbots, analytics, feedback systems).</li>
<li>Support the integration of AI-driven customer support tools, personalization, automation, and sentiment analysis tools.</li>
<li>Champion data-informed decision-making by leveraging experience analytics and insights.</li>
</ul><p><b>
Cross-functional Collaboration</b></p><ul>
<li>
Work closely with Product, Marketing, and Operations to ensure experience strategy aligns with business priorities.</li>
<li>Translate customer insights into actionable recommendations that influence product and service design.</li>
<li>Establish feedback loops across departments to ensure continuous improvement.</li>
</ul><p></p><p><b>
Requirements</b></p><ul>
<li>
8+ years of experience in customer or user experience, service design, or related field.</li>
<li>3&ndash;5 years of leadership experience managing cross-functional or design-focused teams.</li>
<li>Proven record of improving customer experience within digital platforms (SaaS, e-commerce, or tech-driven organizations).</li>
<li>Strong understanding of UX, journey mapping, and design thinking methodologies.</li>
<li>Experience implementing experience measurement frameworks (NPS, CSAT, CES, VOC).</li>
<li>Solid grasp of omnichannel experience management and digital experience technologies.</li>
<li>Excellent stakeholder management, communication, and presentation skills.</li>
<li>Bachelor&rsquo;s degree required; Master&rsquo;s in a related field preferred.</li>
<li>Familiarity with agile delivery environments.</li>
<li>Experience working in fast-paced, high-growth environments is a plus.</li></ul></div>

Director of Experience

Cool Cat Fence

<p><b>About Us</b></p><p>Cool Cat Fence, a division of Inline Fence LLC, is a fast-growing leader in premium fencing solutions&mdash;combining expert craftsmanship, bold branding, and best-in-class customer service. Headquartered in Tukwila, WA, we&rsquo;re redefining what it means to deliver a modern, five-star experience in the home services industry. As we continue to scale, we&rsquo;re looking for a passionate, driven leader to take ownership of both our <b>Customer Experience</b> and <b>Marketing</b> departments.</p><p><b>Position Summary</b></p><p>We&rsquo;re seeking a <b>Director of Customer Experience &amp; Marketing</b> &mdash; a people-loving, brand-building powerhouse who can inspire teams, strengthen systems, and shape how customers experience our brand from first touchpoint to final follow-up.<br/>This role blends strategic marketing leadership with hands-on customer service management. You&rsquo;ll oversee everything from marketing campaigns and brand storytelling to customer communication, satisfaction, and retention.</p><p><b>What You&rsquo;ll Be Responsible ForCustomer Experience Leadership</b></p><ul><li>Lead and grow a high-performing customer experience team that&rsquo;s energized, accountable, and solutions-driven.</li><li>Create and uphold a five-star service culture where every customer feels heard, supported, and cared for.</li><li>Handle escalations with calm authority&mdash;bringing clarity, confidence, and resolution to complex situations.</li><li>Develop, document, and implement clear SOPs to streamline operations and maintain high standards.</li><li>Build systems that improve communication, reduce friction, and enhance the overall customer journey.</li><li>Partner closely with Sales and Operations to ensure a seamless handoff from lead to installation.</li><li>Produce weekly department reports and performance metrics for leadership review.</li><li>Drive continuous improvement through data analysis, feedback, and proactive change management.</li></ul><p><b>Marketing Strategy &amp; Execution</b></p><ul><li>Develop and execute comprehensive marketing strategies that drive awareness, generate leads, and support sales growth.</li><li>Manage all digital marketing channels, including Google Ads, SEO, email campaigns, and social media.</li><li>Oversee creative content development for digital and print campaigns, ensuring consistent brand voice and visuals.</li><li>Analyze marketing and customer data to identify trends, optimize strategies, and measure ROI.</li><li>Collaborate with vendors, designers, and internal teams to bring campaigns to life.</li><li>Stay current with home service industry trends and competitor activity to keep Cool Cat Fence ahead of the curve.</li></ul><p><b>Who You Are</b></p><ul><li>5+ years of leadership experience in customer service, marketing, or home services (fencing/contracting experience a plus).</li><li>A proactive problem-solver who takes ownership, acts fast, and follows through.</li><li>Experienced in managing and motivating teams across multiple locations or time zones.</li><li>Creative and data-driven&mdash;you understand both storytelling and strategy.</li><li>Confident handling high-pressure situations and resolving customer issues with professionalism.</li><li>Skilled in digital marketing tools, CRM systems (ServiceTitan experience is a major plus), and data reporting.</li><li>Strong communicator&mdash;both in writing and verbally&mdash;with an ability to lead through clarity and structure.</li><li>High energy, positive attitude, and strong moral compass&mdash;your tone sets the tone for the team.</li></ul><p><b>Why You&rsquo;ll Love This Role</b></p><ul><li>Real ownership&mdash;you&rsquo;ll shape both the <b>customer experience</b> and <b>marketing direction</b> of a fast-growing brand.</li><li>Join a team that values high standards, creative thinking, and continuous growth.</li><li>Make a measurable impact&mdash;on our customers, our culture, and our company trajectory.</li><li>Enjoy flexibility, leadership trust, and a supportive environment that prioritizes results over clock-watching.</li></ul><p><b>What You&rsquo;ll Get From Us</b></p><ul><li>Competitive salary: <b>$80,000 &ndash; $110,000 annually</b>, depending on experience.</li><li>Paid holidays, vacation time, and flexibility where it counts.</li><li>A creative, collaborative workspace with a fast-moving, no-nonsense team.</li><li>A clear lane for growth and a leadership seat at the table&mdash;you&rsquo;re not here to fill a role; you&rsquo;re here to own it.</li></ul><p><b>The Bottom Line</b></p><p>If you&rsquo;re someone who thrives on building strong teams, crafting powerful marketing, and creating unforgettable customer experiences, this is your chance to lead both sides of the brand that&rsquo;s changing the fence game.</p><p>We&rsquo;re not just looking for a manager&mdash;we&rsquo;re looking for a <b>leader who can elevate our customer experience and marketing strategy to the next level.</b></p><p><b>Sound like you? Let&rsquo;s talk.</b></p><p>Job Type: Full-time</p><p>Pay: $80,000.00 - $120,000.00 per year</p><p>Experience:</p><ul><li>Customer Service Management: 2 years (Required)</li><li>Marketing: 2 years (Required)</li></ul><p>Work Location: In person</p>

Director of Customer Experience & Marketing

Society of Petroleum Engineers

<p></p><div><p><b>THE LOCATION</b></p><p>
Houston, Texas or Dubai, UAE (hybrid)</p><p></p><div><b><br>
THE ORGANIZATION</b></div><div><b>
Solutions. People. Energy.</b> These three words define how we work together to create impact. Our members gain access to premier programs, content, and events designed to accelerate professional growth and career development, while fostering a strong network and sense of community. SPE employees are proud to contribute to a community that&rsquo;s making a difference globally!</div><div></div><div><br>
From our beginning in the early 1900&rsquo;s, SPE has grown to nearly 132,000 members in 146 countries. SPE is a 501(c)(3) not-for-profit organization with operations around the world. SPE maintains offices in Calgary, Dallas, Dubai, Houston, and Kuala Lumpur.</div><div></div><div><i><br>
Visit our website for more information about life as an employee with SPE: </i><i>https://www.spe.org/en/spe-life/</i></div><div></div><div><b><br>
THE OPPORTUNITY</b></div><div>
The Director, Member Programs and Experience is responsible for leading SPE&rsquo;s global member engagement initiatives, volunteer support, and customer experience functions. This role provides strategic direction and operational oversight for programs that enhance the value of SPE membership, strengthen connections across SPE&rsquo;s diverse communities, and ensure excellent service delivery to members and volunteer leadership worldwide. The Director manages a portfolio of global and regional programs and directs the customer service team to deliver consistent and high-quality member experiences. The position requires collaboration across departments to align programs with SPE&rsquo;s mission, value proposition, budget priorities, and growth strategies.</div><div>
At SPE, you can expect to enjoy a good work/life balance with the ability to work in the office on occasion while being able to work remotely for the balance. You will also have the flexibility to choose a schedule that allows you to have long weekends with every other Friday off. With your qualifications, you may be on the path to an exciting new career serving the oil and gas industry professionals.</div><div></div><div><b><br>
THE IMPACT YOU WILL MAKE IN THIS ROLE</b></div><div><b>
Strategic Leadership</b></div><ul><li>
Develop and implement strategies to strengthen membership engagement and satisfaction through program delivery.</li><li>
Align member programs and services with SPE&rsquo;s strategic plan and other Board priorities.</li><li>
Serve as the staff liaison for assigned Board committees, ensuring effective communication, preparation of materials, and follow-through on actions.</li><li>
Collaborate closely with cross-functional teams to ensure member programs and marketing campaigns are aligned, providing unified experiences for current and prospective members.</li><li>
Review membership trends, benchmarking data, and financial performance to track and recommend adjustments to dues and related pricing structures.</li><li>
Monitor industry and membership trends to identify new opportunities for programming, recognition, and engagement.</li><li>
Conduct regular reviews and analyses of member benefits to enhance the membership value proposition.</li><li>
Ensure policies are up to date, relevant and understood by staff and, where applicable, members.</li></ul><div></div><div><b><br>
Program Management</b></div><ul><li>
Direct the design, delivery, and continuous improvement of SPE&rsquo;s global and regional member programs, including awards, Distinguished Lectures, young member initiatives, section and student chapter activities, and volunteerism.</li><li>
Oversee internal support for SPE offices and external support for sections and student chapters to ensure effective delivery of regional and global programs and activities.</li><li>
Manage the procedures, governance requirements, and legal considerations associated with geographic sections, student chapters, and regional councils.</li><li>
Ensure consistency, transparency, and accountability in program operations, policies, and communications.</li><li>
Manage the SPE Foundation, serving as staff liaison for its governance and operations.</li><li>
Track and share program performance data and insights to support continuous improvement of SPE&rsquo;s acquisition, engagement, and retention campaigns.</li><li>
Oversee budget planning, financial review, and reporting for assigned programs, ensuring alignment with SPE&rsquo;s financial goals and membership business model.</li></ul><div></div><div><b><br>
Member and Volunteer Engagement</b></div><ul><li>
Establish a system that attracts and engages volunteers throughout their career stages</li><li>
Build strong relationships with SPE&rsquo;s global volunteer network and provide resources to enable effective leadership at the section, chapter, and committee level.</li><li>
Collaborate with colleagues to expand recognition programs and member-facing initiatives that showcase the value of SPE.</li><li>
Create and manage a volunteer succession plan that supports organizational continuity.</li></ul><div></div><div><b><br>
Customer Service and Experience</b></div><ul><li>
Lead SPE&rsquo;s global customer service function, directing SPE&rsquo;s front-line team responsible for member and customer inquiries, issue resolution, and accurate processing of membership dues and related transactions.</li><li>
Drive continuous improvement in service delivery, using data and feedback to enhance member experience.</li><li>
In collaboration with IT, identify and implement new technologies to streamline service, improve efficiency, and strengthen digital engagement.</li></ul><div><b><br>
Team Leadership</b></div><ul><li>
Manage, mentor, and develop a global team responsible for member programs, volunteer engagement, regional activities, and customer service.</li><li>
Foster a collaborative, inclusive, and high-performance culture across staff and regions.</li><li>
Ensure staff are trained, supported, and aligned with SPE&rsquo;s mission and organizational values.</li><li>
Collaborate interdepartmentally on initiatives that enhance member value and organizational impact.</li></ul><div></div><div><b><br>
YOUR SKILLS AND EXPERTISE</b><b>
</b></div><div><b>Education &amp; Experience</b></div><div><ul><li>
Bachelor&rsquo;s degree required.</li><li>
Minimum of 10 years of progressively responsible experience in customer success, program management, or association leadership; experience within a global nonprofit or professional society is preferred.</li></ul></div><div><b>
Preferred Qualifications &amp; Specialized Knowledge</b></div><div><ul><li>
CAE (Certified Association Executive) or other relevant association management designations are a plus.</li><li>
Expertise in volunteer management best practices, including the ability to cultivate strong volunteer leadership and work effectively and diplomatically with volunteer stakeholders.</li><li>
Track record of enhancing customer service delivery through process improvements or technology adoption.</li><li>
Capacity for identifying, creating, and capitalizing on new products and services to expand reach and support member value.</li><li>
Familiarity with emerging technologies and their application in membership engagement and customer service.</li><li>
Experience managing governance procedures and ensuring legal compliance for regional or international affiliates, including adherence to organizational bylaws, nonprofit laws, and local regulations.</li></ul></div><div></div><div><b><br>
Leadership &amp; Strategy</b></div><div><ul><li>
Proven ability to inspire, mentor, and lead diverse teams, fostering collaboration, accountability, and a shared commitment to organizational goals.</li><li>
Demonstrated leadership in setting priorities, managing significant budgets, and leveraging data-driven insights for strategic and operational decisions.</li><li>
Experience in developing and executing member engagement strategies that are effective across diverse global regions and cultures.</li></ul></div><div></div><div><b><br>
ADDITIONAL ATTRIBUTES FOR SUCCESS IN THIS ROLE</b></div><div><ul><li>
A dynamic, creative self-starter who is comfortable taking initiative, working independently, and consistently meeting deadlines.</li><li>
Strong organizational and project management experience, with a focus on accuracy and attention to detail.</li><li>
Ability to travel, up to 20%, including international travel.</li></ul></div><div></div><div><b><br>
BENEFITS AND PERKS</b></div><p><i>
The following benefits apply to U.S. employees and similar benefits may apply to global offices.</i></p><div><ul><li><b>
Long Weekends - </b>if you enjoy long weekends, you will really appreciate our 9/80 schedule which allows for every other Friday off!</li><li><b>
401k Matching Funds -</b> generous retirement program with 100% matching funds for U.S. employees</li><li><b>
Medical Benefits Starting Day 1 - </b>all the great medical benefits that you would expect from a top employer with multiple available plans to fit your needs &ndash; medical, dental, vision (starting from your first day of employment &ndash; no waiting period)</li><li><b>
Disability &amp; Life Insurance - </b>company paid employee disability and life insurance with the option to add spouse and children</li><li><b>
Personal Time Off (PTO) - </b>available as soon as you accrue your time off, up to four weeks annually which increases after five years</li><li><b>
Holiday Pay (8 days) -</b> including day after Thanksgiving and Christmas Eve</li><li><b>
Hybrid Work Model -</b> your role may allow you to work remotely several days a week or more with periodic commute to a local office</li><li><b>
Tuition Reimbursement Program - </b>you may qualify for 80% reimbursement on approved courses/degrees</li><li><b>
Employee Well Being Program -</b> at no cost to employee - includes emotional support, work-life solutions, referrals for childcare, home repairs, legal guidance, financial resources and online support for expert advice</li><li><b>
Other Great Benefits - </b>pet insurance, gym membership, exclusive discounts on brands and experiences you know and love.</li></ul></div><div></div><div><b><br>
To avoid delays in considering your application, please complete all questions within the application including your expected salary range for this role.</b></div><div></div><div><b><i><br>
Society of Petroleum Engineers is an Equal Opportunity Employe</i></b><i>r</i></div><div><i>
We welcome diversity in our workforce and encourage all qualified applicants to apply.</i></div></div><p></p>

Director, Member Programs and Experience

Ministry of Education Dubai

<b><br>Job Description</b><br>Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership.<br>Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market.<br>The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness.<br>Department Definition:<br>As our Director of Digital Experience, you will lead the Ministry s digital transformation journey through a customer-centric lens, enhancing satisfaction, engagement, and productivity across all services and channels. You will work cross-functionally, driving innovation in digital experience design, application development, and user adoption strategies. You will play a pivotal role in aligning digital transformation initiatives with the Ministry s objectives, ensuring seamless and differentiated experiences for internal and external stakeholders.<br><b>Main Job Duties &amp; Responsibilities</b>:<br>Leading Digital Experience Strategy &amp; Transformation:<br>- Spearhead comprehensive customer experience strategies by defining customer personas, optimizing journeys, and driving transformation initiatives to deliver innovative, seamless experiences.<br>Overseeing Customer Experience Design:<br>- Lead the creation of intuitive, accessible, and impactful user journeys that enhance satisfaction, engagement, and usability across all platforms.<br>Driving Digital Application Development:<br>- Oversee high-quality, scalable digital solutions, ensuring alignment with evolving needs while integrating emerging technologies to enhance operational efficiency.<br>Ensuring User Adoption &amp; Productivity:<br>- Drive change management strategies that foster user adoption, engagement, and satisfaction, collaborating with key stakeholders to deliver impactful results.<br><b>Skills</b><br>- 15+ years of experience in digital experience management, customer experience design, or digital transformation roles.<br>- 10+ years of experience in multi-team management and leadership roles.<br>- A bachelor s or master s degree in computer science, Information Technology, Business Administration or within a relevant field.<br>- Proven success leading digital transformation initiatives, including building systems or services from scratch or scaling them in dynamic environments such as startups.<br>- Proficiency in UI/UX principles, Agile methodologies, and customer-centric digital solutions.<br>- Expertise in emerging technologies like AI and blockchain, with experience in DevOps and CI/CD for scalable digital transformation.<br>- Strong experience in change management practices and driving user adoption.<br>- Technical acumen, especially in software development or software architectures.<br>- Excellent leadership, program management, and stakeholder alignment skills.<br>- Speaking, Reading &amp; Writing (English &amp; Arabic).<br>

Director - IT Digital Experience

Dubai Holding

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 <p>
  <strong>
   About Dubai Holding Real Estate:
  </strong>
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  Dubai Holding&rsquo;s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai&rsquo;s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.
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  Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
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 </p>
 <p>
  <strong>
   About the Job:
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  An opportunity has arisen for a
  <strong>
   Director - Residential Customer Care
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  to join
  <strong>
   Dubai Holding Real Estate.
  </strong>
  The main duties and responsibilities of this role:
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   Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.
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   Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.
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   Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
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   Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.
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   Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
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   Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA's (Delegation of Authority).
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   Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.
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   Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA's (Service Level Agreements).
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   Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.
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   Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.
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   Provide high quality and consistent customer service to address the customers' business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
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   Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.
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   Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.
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   Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.
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   Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.
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   Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.
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   Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.
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   Work closely with other senior leaders to ensure that customer management activities are aligned with the company's overall goals and objectives.
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 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About you:
  </strong>
 </p>
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  The ideal candidate for this position will have the following experience and qualifications:
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   Bachelor's degree in business/ Marketing/ Communication Management. Master's degree preferred.
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   Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred
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   Minimum 8 to 10 years of experience in customer service, customer relationship management, sales, or marketing, with at least 5 years in a leadership or management role.
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   Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
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   Ability to resolve customer complaints and develop strategies to improve customer satisfaction.
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   Work under stringent deadlines and high-pressure environment and also motivate others.
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   Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/ or Arabic. &middot; Proven ability to develop and implement successful customer management strategies.
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   Ability to work effectively with other senior leaders to achieve business objectives.
  </li>
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   Excellent customer service skills, with a deep understanding of customer needs and expectations.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About the Benefits:
  </strong>
 </p>
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  <br/>
 </p>
 <p>
  At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.
 </p>
</div>


Director - Residential Customer Care - Dubai Holding Real Estate

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