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guest experience expert - guest relations Jobs in Doha

customer experience manager

Sephora

<div><p>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.</p><p></p><p><br>
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.</p><p></p><p><br>
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.</p><p></p><p><b><br>
You will excel and enjoy this position if you are ready to actively handle the following missions :</b></p><p></p><div><b><br>
Client Experience:</b></div><br>
<div></div><ul><li>
Embody Sephora Attitude and set an example in front of the team.</li></ul><ul><li>
Provide support to the team in difficult situations ensuring client satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.</li><li>
Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>
Provide support for the floor manager as an active co-lead.</li><li>
Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>
Inspire the team to use digital tools to deliver a customized service.</li><li>
Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>
Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
</li><li>Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul><div></div><div><b><br>
Sales:</b></div><br>
<div></div><ul><li>
Collaborate in achieving skincare sale targets and overall store objectives.
</li><li>Reinforce sales policies and techniques established at Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>
Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
</li><li>Create disruptive internal competitions to motivate the team and boost achievements.</li></ul><div></div><div><b><br>
Operations:</b></div><br>
<div></div><ul><li>
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
</li><li>Contribute to the store projection of an excellent image through cleanliness and product restocking.</li><li>
Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>
Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.</li><li>
Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.</li></ul><div><br>
</div><div><b>People:</b></div><br>
<div></div><ul><li>
Motivate and develop the team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.</li><li>
Increase the team&rsquo;s confidence and motivation by praise and feedback for their performance.</li><li>
Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.</li><li>
Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.</li><li>
Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member. Register new staff, report log in issues and oversee gift distribution of your assigned team.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings to analyze and discuss their performance.</li><li>
Be responsible for the PCR and PIP process of the entire assigned team.</li><li>
Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.</li></ul><div></div><div><b><br>
Business:</b></div><br>
<div></div><ul><li>
Provide support to the Customer Experience Manager / Store Director with knowledge
</li></ul><div>of the market conditions, competition, client needs, etc.</div><ul><li>
Analyze all relevant KPIs and propose action plans for improvement.
</li><li>Develop and propose short and long-term strategies to drive top and bottom line/brands sales.</li><li>
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.</li><li>
Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.</li><li>
Plan, implement and oversee in-store promotional events or displays.</li></ul><p></p><div><b><br>
Relationships</b></div><div><b><br>
</b></div><p><b>Internal Relationships: </b>Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.</p><p><b>
External Relationships: </b>Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.</p><p></p><div><br>
</div><p><b><i>Do not hesitate to apply if you have&hellip; or if you are &hellip;</i></b></p><p><br>
</p><ul><li>Minimum 5 years of experience in retail with proven successful sales and services in store.
</li><li>Minimum 2 to 3 years&rsquo; experience in team management.
</li></ul><ul><li>3 years in the beauty industry.</li><li>
Advanced skincare knowledge.</li><li>
Bachelor&rsquo;s degree.</li><li>
English &ndash;Advanced level.</li><li>
Arabic is a plus.</li><li>
Digital orientation/analytical skills/business acumen.</li><li>
Excellent communication/public speaking skills.</li><li>
Ability to develop and manage people.</li><li>
Commercial awareness.
</li><li>Strong training &amp; coaching ability on product and services.</li><li>
Intermediate MS Office Skills.</li></ul><p></p><p><b><br>
Here, you will find:</b></p><p></p><ul><li><b><br>
Community,</b> in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li><b>
Culture </b>of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li><b>
Work that brings fulfillment.</b> From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul></div>

Skincare Manager

TOD MENA

<div>
 <p>
  <strong>
   Position Summary:
  </strong>
 </p>
 <p>
  The Customer Care Manager is responsible for leading TOD&rsquo;s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.
 </p>
 <p>
  This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities and Accountabilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
  </li>
  <li>
   Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
  </li>
  <li>
   Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
  </li>
  <li>
   Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
  </li>
  <li>
   Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
  </li>
  <li>
   Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
  </li>
  <li>
   Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
  </li>
  <li>
   Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
  </li>
  <li>
   Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
  </li>
  <li>
   Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
  </li>
  <li>
   Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
  </li>
  <li>
   Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in business administration, Management, Marketing, Communications, or a related field, master&rsquo;s degree is an advantage.
  </li>
  <li>
   Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Care Manager

Keeta

<div>
 <p>
  <strong>
   We&rsquo;re Hiring:
  </strong>
  <strong>
   Customer Service Manager of Business Process Innovation
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now in Middle East.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you passionate about revolutionizing customer service in the takeaway industry? Do you have a knack for designing seamless service journeys that cater to users, merchants, and riders alike? If so, we have an exciting opportunity for you!
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides.
  </li>
  <li>
   Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
  </li>
  <li>
   Design takeaway journeys and scenarios in line with Qatar customers' habits, and output applicable service processes, solutions and communication tactics.
  </li>
  <li>
   The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution.
  </li>
  <li>
   Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <ul>
  <li>
   Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
  </li>
  <li>
   Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
  </li>
  <li>
   Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <ul>
  <li>
   Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
  </li>
  <li>
   Experienced in service process design, and have insignt in full service journey customer experience management
  </li>
  <li>
   Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
  </li>
  <li>
   Have a sense of service, able to think customer-centered.
  </li>
  <li>
   Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
  </li>
  <li>
   Possess experience in the Middle Eastern market, with proficiency in Urdu, English/ Arabic.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Ready to make an impact? Apply now &amp; let&rsquo;s shape the future together!
 </p>
 <p>
  <strong>
   Location: Doha, Qatar
  </strong>
 </p>
 <p>
  Interested? Apply now
 </p>
</div>


Customer Service Manager of Business Process Innovation

Qatar Airways

<div><div><div><div><div><div><h3 class="jobSectionHeader"><b>General Information
</b></h3></div></div><div><div><div><div>Ref #
</div><div>232803
</div></div><div><div>Location
</div><div>Qatar-Doha
</div></div><div><div>Job family
</div><div>Corporate &amp; Commercial
</div></div><div><div><ul><li>Closing Date: 2026-04-30</li></ul><br>
</div></div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Description
</b></h3></div><div></div><div><div><div><div><p>At Qatar Airways, we design world-class onboard experiences that redefine premium travel. From concept to launch, our Product Development and Design (PDD) team partners with industry leaders to create service and product innovations that set global benchmarks for customer experience.<br>
If you are passionate about innovation, customer experience, technology, and design, this is your chance to make a lasting impact in the aviation industry.<br>
Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences!</p><p><b>
About the Role</b></p><p>
As a <b>Senior Specialist Customer Experience Design &ndash; Onboard</b>, you will support the development and delivery of innovative onboard service and product strategies across all cabins and flight types. Using design thinking, customer insights, and industry benchmarking, you will help define, enhance, and implement onboard experiences that consistently exceed customer expectations. You will collaborate closely with cross‑functional stakeholders including cabin services, catering, digital, operations, and external partners to ensure a seamless, customer‑centric journey that aligns with Qatar Airways&rsquo; premium brand promise.</p><p>
As part of your role, your responsibilities will be inclusive of, but not limited to the following:</p><ul><li><p>
Contribute to the development and implementation of human‑centric onboard customer experience strategies across all cabins and hauls, aligned with Qatar Airways&rsquo; vision and service standards.</p></li><li><p>
Conduct industry benchmarking and competitive analysis across airlines, hospitality, and luxury service brands to identify opportunities for continuous improvement.</p></li><li><p>
Analyse customer insights, operational data, CSATs, NPS, and onboard audit results to inform product and service innovation.</p></li><li><p>
Lead and manage onboard product and service improvement plans across the full customer journey.</p></li><li><p>
Support the introduction and enhancement of onboard products and service concepts for First Class, Business Class, Airbus A380 lounges, and Economy Class.</p></li><li><p>
Collaborate with digital and technology teams to leverage innovation and enhance the onboard customer experience.</p></li><li><p>
Manage and support cross‑functional projects, ensuring alignment with business requirements, timelines, and quality standards.</p></li><li><p>
Prepare and present business cases, concepts, and proposals for new onboard products, services, and enhancements.</p></li><li><p>
Support trials, audits, surveys, manuals, and service guidelines to ensure consistent delivery across the network.</p></li><li><p>
Work closely with operational stakeholders to resolve onboard issues and maintain product and service standards.</p></li><li><p>
Contribute to knowledge sharing, documentation, and seamless alignment between ground, lounge, and onboard experiences.</p></li><li><p>
Perform other department‑related duties as directed by the Line Manager or Head of Department.</p></li></ul><p><b>
Be part of an extraordinary story</b></p><p>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.<br>
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.<br>
Together, everything is possible.</p>
</div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualification
</b></h3></div></div><div><div><div><div><p><b>About You</b></p><p>
To be successful in this role, you will bring the following:</p><ul><li><p>
Bachelor&rsquo;s degree or equivalent with 6+ years of experience in customer experience, service design, product development, or a related field.</p></li><li><p>
Experience in product and service design, preferably within aviation, hospitality, or luxury service environments.</p></li><li><p>
Exposure to project management methodologies and cross functional delivery</p></li><li><p>
Experience as an international flight attendant or in luxury hospitality is an advantage</p></li><li><p>
Strong presentation, communication (written and verbal), and stakeholder management skills</p></li><li><p>
Customer centric mindset with a passion for innovation and service excellence</p></li><li><p>
Strong analytical, organisational, and project management skills</p></li><li><p>
Ability to manage multiple initiatives and deliver outcomes in a fast paced environment</p></li></ul><p><b>
About Qatar Airways Group</b></p><p>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
So, whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.</p><p><b>
How to apply</b></p><p>
If you&rsquo;re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.</p><br>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=232803</div></div></div></div></div></div></div></div><div></div>

Senior Specialist Cust. Experience Design-Onboard | Product Development & Design

Ooredoo Group of Companies

<div>Our business landscape<p><br>
We're an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region's leading digital infrastructure provider. Ooredoo Group's strategic vision is guided by five key pillars:</p><ul><li><p><b>
Value-Focused Portfolio:</b> Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.</p></li><li><p><b>
Strengthen the Core:</b> Optimally using deployed capital and maintain an appropriate cost structure.</p></li><li><p><b>
Evolve the Core:</b> Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.</p></li><li><p><b>
People:</b> Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.</p></li><li><p><b>
Excellence in Customer Experience:</b> Creating superior customer experiences.</p></li></ul><p>
From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you're looking to challenge your growth potential, Ooredoo is the employer for you.</p>
Job overview<p><br>
The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.</p>
Your impact on our goals<p><b><br>
Customer Experience Activities</b></p><ul><li><p>
Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization's customer-centric vision.</p></li><li><p>
Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.</p></li><li><p>
Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.</p></li><li><p>
Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.</p></li><li><p>
Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.</p></li><li><p>
Define and track key performance indicators (KPIs) to measure customer experience improvements.</p></li><li><p>
Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.</p></li><li><p>
Identify opportunities to completely reimagine the physical and digital experience through innovation.</p></li><li><p>
Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.</p></li><li><p>
Drive customer centric culture across Ooredoo and operating companies.</p></li></ul><p><b>
Channel Management / enablement</b></p><ul><li><p>
Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.</p></li><li><p>
Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).</p></li><li><p>
Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.</p></li><li><p>
Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.</p></li><li><p>
Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.</p></li></ul><p><b>
Other expectations</b></p><p><b>
 </b>Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.</p>
Experience<ul><li><p><br>
12+ years of experience in customer experience management, retail (service centres), or contact centres operations,</p></li><li><p>
5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination</p></li><li><p>
10+ years of Commercial Telco industry experience in a Group or OpCo capacity</p></li></ul></div>

Associate Director, Customer Excellence

Ooredoo Group

<div>
 <p>
  <strong>
   Our business landscape
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  We&rsquo;re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region&rsquo;s leading digital infrastructure provider. Ooredoo Group&rsquo;s strategic vision is guided by five key pillars:
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Value-Focused Portfolio:
   </strong>
   Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Strengthen the Core:
   </strong>
   Optimally using deployed capital and maintain an appropriate cost structure.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Evolve the Core:
   </strong>
   Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    People:
   </strong>
   Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Excellence in Customer Experience:
   </strong>
   Creating superior customer experiences.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you&rsquo;re looking to challenge your growth potential, Ooredoo is the employer for you.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job overview
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Your impact on our goals
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Customer Experience Activities
  </strong>
 </p>
 <ul>
  <li>
   Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization&rsquo;s customer-centric vision.
  </li>
  <li>
   Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.
  </li>
  <li>
   Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.
  </li>
  <li>
   Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.
  </li>
  <li>
   Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.
  </li>
  <li>
   Define and track key performance indicators (KPIs) to measure customer experience improvements.
  </li>
  <li>
   Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.
  </li>
  <li>
   Identify opportunities to completely reimagine the physical and digital experience through innovation.
  </li>
  <li>
   Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.
  </li>
  <li>
   Drive customer centric culture across Ooredoo and operating companies.
  </li>
 </ul>
 <p>
  <strong>
   Channel Management / enablement
  </strong>
 </p>
 <ul>
  <li>
   Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.
  </li>
  <li>
   Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).
  </li>
  <li>
   Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.
  </li>
  <li>
   Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.
  </li>
  <li>
   Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.
  </li>
 </ul>
 <p>
  <strong>
   Other expectations
  </strong>
 </p>
 <p>
  Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Experience &amp; Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   12+ years of experience in customer experience management, retail (service centres), or contact centres operations,
  </li>
  <li>
   5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination
  </li>
  <li>
   10+ years of Commercial Telco industry experience in a Group or OpCo capacity
  </li>
  <li>
   Bachelor Degree
  </li>
  <li>
   Master&rsquo;s degree is a plus
  </li>
  <li>
   English mandatory, another language spoken in one of Ooredoo OpCos is a plus
  </li>
  <li>
   Strong understanding of customer service strategies, including multi-channel support, CRM systems, and contact centre technologies
  </li>
  <li>
   Proven track record of driving customer satisfaction improvements and operational performance
  </li>
  <li>
   Ability to analyse complex data and translate it into actionable insights for improving customer experience
  </li>
  <li>
   Familiarity with the latest trends and technologies in the telecommunications industry and customer experience management
  </li>
  <li>
   Ability to work collaboratively in a cross-functional team environment.
  </li>
 </ul>
 <p>
 </p>
</div>


Associate Director - Customer Excellence

<div><div><div><div><div><div><h3 class="jobSectionHeader"><b>General Information
</b></h3></div></div><div><div><div><div>Ref #
</div><div>222348
</div></div><div><div>Location
</div><div>Qatar-Doha
</div></div><div><div>Job family
</div><div>Not Specified
</div></div><div><div><ul><li>Closing Date: 2026-04-21</li></ul><br>
</div></div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Description
</b></h3></div><div></div><div><div><div><div><p><b>About Role:</b></p><p>
Qatar Airways are pleased to announce an incredibly exciting opportunity to join our team as a Head of Outstation Lounges who will be responsible for leading the strategic direction, operational efficiency, and customer experience across assigned airport lounge locations. The role involves setting high service standards, optimizing financial performance, and ensuring a seamless premium experience for passengers. This leadership position requires strong expertise in hospitality, operations management, stakeholder collaboration, and commercial performance, with a focus on delivering world-class lounge services in line with Qatar Airways&rsquo; brand values and passenger expectations.</p><p><b>
Strategic:</b></p><ul><li><p>
Define and execute the long-term vision for QR Lounges, ensuring alignment with business objectives and passenger experience goals.</p></li><li><p>
Identify expansion opportunities, including the opening of new QR lounges, upgrades to existing facilities, and partnerships with premium hospitality brands.</p></li><li><p>
Develop competitive and differentiated service offerings to enhance brand presence.</p></li><li><p>
Monitor industry trends, competitor offerings, and passenger expectations to continuously evolve lounge services.</p></li><li><p>
Develop and oversee budgeting, forecasting, and financial performance metrics for QR lounges.</p></li><li><p>
Establish KPIs and performance metrics to assess lounge success and drive continuous improvement.</p></li><li><p>
Lead and develop a team of managers to drive the improvement of QR Lounges Standards and to ensure that ongoing orientation, training and development programs are in place to meet anticipated business needs</p></li></ul><p><b>
Operational:</b></p><ul><li><p>
Oversee all day-to-day operational activities within QR Lounges.</p></li><li><p>
Ensure consistency in branding, service standards, and hospitality across QR Lounges locations.</p></li><li><p>
Support in building and maintaining strong relationships with airlines partners, airport authorities and third-party vendors.</p></li><li><p>
Responsible for overseeing manpower planning, maintenance, and procurement activities.</p></li><li><p>
Ensures best practice operational processes, procedures and controls.</p></li><li><p>
Analyze market trends, customer behavior, and competitor activities to identify opportunities for growth.</p></li><li><p>
Implement best-in-class hospitality practices to create a welcoming and comfortable lounge environment for premium passengers.</p></li><li><p>
Develop training programs for lounge staff to maintain service excellence, cultural sensitivity, and guest engagement skills.</p></li><li><p>
Represent the company in industry forums, conferences, and strategic discussions with stakeholders.</p></li><li><p>
Ensure compliance with health and safety regulations, industry standards, and company policies at all times.</p></li><li><p>
Perform other department duties related to his / her position as directed by the Head of the Department</p></li></ul><p>
About Qatar Airways Group</p><p>
Our story started with four aircraft. Today, we deliver excellent results across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down because of failure. Instead, we dare to achieve what&rsquo;s never been done before. So, whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.</p>
</div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualification
</b></h3></div></div><div><div><div><div><p><b>About You:</b></p><ul><li><p>
Bachelor&rsquo;s Degree or Equivalent with Minimum 10 years of job-related experience</p></li></ul><p><b>
Essential</b></p><ul><li><p>
Strong background in premium customer experience management within airlines, hotels, or high-end travel services.</p></li><li><p>
Strong leadership and team management skills</p></li><li><p>
Command of English language</p></li><li><p>
Demonstrates understanding of forecasting methodology, trend analysis, and critical thinking skills</p></li><li><p>
Ability to work effectively and collaboratively with cross-functional teams and stakeholders</p></li><li><p>
Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.</p></li></ul><p><b>
Preferred</b></p><ul><li><p>
Bachelor&rsquo;s degree in business, hospitality management, or a related field (MBA preferred).</p></li></ul><p>
Be part of an extraordinary story</p><p>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.</p><p>
Together, everything is possible</p>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=222348</div></div></div></div></div></div></div></div><div></div>

Head of Outstation Lounges

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