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customer experience manager

Sephora

<div>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.
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.
With 56,000 employees in 35 countries, including [5000 in France / 15 000 in Europe and Middle East].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.
You will excel and enjoy this position if you are ready to actively handle the following missions : 
Client Experience<ul><li>
Embody Sephora Attitude and set an example in front of the team.</li><li>
Provide support to the team in difficult situations ensuring client&rsquo;s satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI&rsquo;s.</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>
Embolden team to use digital (Happy App) to deliver a customized service; responsible for daily follow up
</li><li>Build a strong relationship with Brand Supervisors and follow up on Brand BCs.</li><li>
Lead your Category Managers to create a positive and energetic shopping experience to enable achievements in all commercial KPI&rsquo;s.
</li><li>Provide support for the Store Director in analyzing results and proposing action plans in order to enhance client experience and drive all related KPI&rsquo;s.</li><li>
Provide support for the Store Director by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul>
Sales
<ul><li>Lead your category Managers to create a positive and exciting work environment through effective floor management while ensuring that targets are met.</li><li>
Lead your Services Manager to create a playful and educational experience while ensuring services targets are met.</li><li>
Reinforce sales policies and techniques established at the 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 Store Director in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by 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 the achievements.</li></ul><div></div> 
Operations<ul><li>
Apply the policies and procedures referring to products, shelving plans, 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 Category Managers, 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>
Work with the Operations Manager to ensure that VM, merchandising and quality standards are met.
</li><li>Validate the podium order proposed by the Operations Manager and daily performance is closely monitored.</li><li>
Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc.. And communicate to your assigned team.</li></ul>
Business<ul><li>
Provide support to the Store Director with knowledge of the market conditions, competition, client needs, etc.</li><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><li>
Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.</li><li>
With your team of Category Managers ensure all Contribute to the Business reports as required to form a comprehensive picture of the business.</li></ul><div> 
</div>People<ul><li>
Motivate and develop the Category Managers and store team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animating briefings, coaching's and trainings.</li><li>
Increase the team 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 Store Director.</li><li>
Ensure the 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.</li><li>
Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings with the Category Managers 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 Store Director for final validation according to business needs.</li></ul>
Know How<ul><li>
Project an exceptional image and body language in accordance with the guidelines set by Sephora.</li><li>
Keep up-to-date on trends and products.</li><li>
Inspire, mentor and coach the team.</li></ul><div>
Relationships</div><div></div> 
Internal Relationships<ul><li>
Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head office team.</li></ul>
External Relationships<ul><li>
Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.</li></ul><div> 
</div>Do not hesitate to apply if you have&hellip; or if you are &hellip;
Training Knowledge
<ul><li>Advanced Product Knowledge.</li><li>
Ability to train</li><li>
Intermediate knowledge on health and safety procedures.</li></ul>
Experience<ul><li>
Minimum 7 years of experience in retail with proven successful instore sales experience.</li><li>
Minimum 2 to 3 years&rsquo; experience in team management.
</li><li>3 years in the beauty industry.</li><li>
Bachelor&rsquo;s degree.</li></ul>
Languages<ul><li>
English &ndash; minimum intermediate level for OGCC and basic for KSA.</li><li>
Arabic is a plus for OGCC and mandatory for KSA.</li></ul>
Competencies<ul><li>
Digital orientation/analytical skills/business oriented.</li><li>
Excellent communication skills.</li><li>
Intermediate Excel skills.</li><li>
Ability to deal with Ambiguity.</li></ul><ul><li>
Commercial awareness.</li><li>
Strong ability to develop and manage people and teams.</li></ul> 
Here, you will find:<ul><li>
Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li>
Culture of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li>
Work that bring fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul>
Join us and belong to something beautiful.
At Sephora, we celebrate diversity and are committed to creating and fostering an inclusive environment for everyone.</div>

Customer Experience Manager

Shamal LLC

<div>Overview:
<div>
Shamal Holding is a diversified investment firm that cultivates the extraordinary. Born in Dubai, we curate a unique portfolio of extraordinary investments, experiences and assets to generate meaningful outcomes. The investments we make are strategically chosen and thoughtfully nurtured, mirroring Dubai&rsquo;s ambition, spirit and energy. As a global investor, asset owner and developer we utilise our resources, know-how and connections, to deliver long-term value, wherever we operate. Our portfolio spans Lifestyle &amp; Entertainment, Destinations, Real Estate, Hospitality, and F&amp;B, including Skydive Dubai, Deep Dive Dubai, XDubai, Dubai Harbour, Kite Beach and more.</div><div> 
As Shamal Holding continues to grow, we&rsquo;re in search of a Manager &ndash; Customer Experience (CX). In this role, you will focus on turning CX (Customer Experience) priorities into practical outcomes by managing insight, supporting journey design, embedding customer-centric behaviours and standards and tracking delivery across assets. You will work closely with cross-functional teams to build shared customer-first ways of working and ensuring that customer insight is translated into clear actions that deliver exceptional experiences. This role is responsible for hands-on delivery of CX initiatives across assigned assets, working closely with asset teams, functional partners and CX leadership to turn insight into action.</div>
Responsibilities:

CX Delivery, Standards &amp; Ways of Working<ul><li>
Deliver assigned CX initiatives and workstreams in line with the agreed CX roadmap.</li><li>
Embed CX standards, behaviours and customer-first ways of working across assets.</li><li>
Act as a point of contact for CX champions and asset teams on practical CX delivery.</li><li>
Coordinate cross-functional input to support delivery and resolve dependencies.</li><li>
Track progress, risks and outcomes across assigned initiatives.</li><li>
Support linking CX improvements to commercial and operational outcomes.</li></ul>
 Voice of Customer &amp; Insight Management<ul><li>
Manage the day-to-day operation of Voice of Customer activities.</li><li>
Coordinate feedback capture across surveys, always-on channels and frontline inputs.</li><li>
Analyse customer feedback, verbatims and sentiment to identify themes, drivers and experience gaps.</li><li>
Prepare insight summaries and recommendations to support prioritisation and decision-making.</li><li>
Support adoption and effective use of CX dashboards and insight tools across assets.</li></ul><div>
Journey Mapping &amp; Experience Design</div><ul><li>
Lead delivery of journey mapping and experience design activity for assigned journeys or assets.</li><li>
Identify moments that matter, friction points and opportunities to improve ease, clarity and emotion.</li><li>
Support development of journey maps, service and experience standards, experience playbooks and guidance.</li><li>
Work with operational teams to validate feasibility and support piloting of improvements.</li><li>
Ensure alignment between physical and digital customer touchpoints across the end-to-end journey.</li></ul><div>
Measurement, Reporting &amp; Governance Support</div><ul><li>
Maintain CX trackers, dashboards and action logs for assigned workstreams.</li><li>
Support CX forums, reviews and working sessions through clear reporting and analysis.</li><li>
Track delivery of agreed actions, ensuring ownership and follow-through.</li><li>
Identify recurring issues, trends or risks and escalate with evidence-based recommendations.</li><li>
Support definition and evolution of CX standards and service design principles.</li></ul><div>
Continuous Improvement &amp; Recovery</div><ul><li>
Coordinate test-and-learn activity to improve priority journeys and touchpoints.</li><li>
Support structured root-cause analysis for recurring issues and complaints.</li><li>
Track the impact of improvements on customer outcomes and experience metrics.</li><li>
Capture examples of effective improvements to support consistency and replication.</li></ul><div>
What Success Looks Like</div><ul><li>
Customer insight is clearly linked to actions and measurable improvements.</li><li>
Priority journeys show measurable improvement in ease, clarity and recovery.</li><li>
CX initiatives are delivered on time with clear ownership and outcomes.</li><li>
Teams understand how CX standards apply to their day-to-day work.</li><li>
CX activity is visible, structured and embedded into operational routines.</li></ul><div>
Required Competencies</div><ul><li>
VoC &amp; Insight Translation: hands-on experience managing customer feedback, verbatims and sentiment to identify experience drivers and convert insight into clear, prioritised actions that influence decision-making and improvement activity.</li><li>
Journey Mapping &amp; Experience Improvement: practical experience delivering journey mapping and experience design with a focus on moments that matter, friction points and applying outputs to real service, process or digital improvements.</li><li>
CX Measurement &amp; Performance Tracking: experience using CX metrics, dashboards and trackers to monitor performance, highlight risks and demonstrate the impact of improvements on customer outcomes.</li><li>
Continuous Improvement &amp; Recovery: experience supporting test-and-learn activity, recovery and structured root-cause analysis to reduce recurring issues, complaints and failure demand.</li><li>
Delivery &amp; Stakeholder Coordination: proven ability to work across teams and priorities to drive delivery, maintain momentum and ensure agreed actions are owned, implemented and followed through.</li></ul><div>
Personal Attributes</div><ul><li>
Practical and delivery-focused, with strong organisation and follow-through.</li><li>
Customer-curious and improvement-minded, motivated by solving real customer and operational problems.</li><li>
Comfortable working across teams and priorities, able to coordinate input and progress without formal authority.</li><li>
Confident translating insight into action, turning data and feedback into clear, practical improvements.</li><li>
Trusted, dependable and consistent, recognised for calm execution and seeing actions through to completion.</li></ul>
Qualifications:
<ul><li>Required: Bachelor's degree in a relevant field.</li><li>
Desirable: Certified Customer Experience Professional (CCXP) certification.</li><li>
3-5+ years&rsquo; experience in CX, service design, insight or operational transformation.</li><li>
Hands-on experience delivering end-to-end CX transformation projects.</li><li>
Strong coordination and stakeholder engagement skills.</li><li>
Exposure to CX dashboards, scorecards or VoC platforms.</li><li>
Experience supporting service standards or operational delivery.</li><li>
Experience in multi-asset or destination-led environments (e.g. real estate, hospitality, retail) is desirable.</li></ul><div></div> 
For more information about Shamal, please visit our LinkedIn page: https://www.linkedin.com/company/shamalholding/ 
Note:
<div>Due to a high influx of profiles, only shortlisted candidates will be contacted.</div></div>

Manager – Customer Experience (CX)

<div>Overview:
<div>
Shamal Holding is a diversified investment firm that cultivates the extraordinary. Born in Dubai, we curate a unique portfolio of extraordinary investments, experiences and assets to generate meaningful outcomes. The investments we make are strategically chosen and thoughtfully nurtured, mirroring Dubai&rsquo;s ambition, spirit and energy. As a global investor, asset owner and developer we utilise our resources, know-how and connections, to deliver long-term value, wherever we operate. Our portfolio spans Lifestyle &amp; Entertainment, Destinations, Real Estate, Hospitality, and F&amp;B, including Skydive Dubai, Deep Dive Dubai, XDubai, Dubai Harbour, Kite Beach and more.</div><div></div><div> 
As Shamal Holding continues to grow, we&rsquo;re in search of a Manager &ndash; Customer Insights. In this role, you will be responsible for driving data-led decision-making across Shamal&rsquo;s marketing and customer experience initiatives by owning customer data, insight frameworks, and measurement strategy.</div><div>
This role transforms data into actionable intelligence that improves marketing effectiveness, enhances customer experience, and demonstrates clear business and brand ROI. The role owns customer data and CDP strategy, leads Voice of Customer (VoC) programs, and defines measurement frameworks, while working closely with agency and analytics partners to deliver advanced analytics, brand measurement, and reporting.</div>
Responsibilities:

Customer Data, CDP &amp; Analytics Ownership<ul><li>
Own Customer Data Platform (CDP) strategy, governance, and roadmap, ensuring unified customer profiles across brands and touchpoints.</li><li>
Lead customer segmentation strategies using behavioural, demographic, and transactional data to support marketing and CX use cases.</li><li>
Partner with internal analytics teams and agency partners to deliver CRM insights, including lifecycle performance, retention, engagement, and loyalty indicators.</li><li>
Ensure data quality, privacy, and governance standards are upheld across all customer data sources.</li></ul> 
Voice of Customer (VoC) &amp; User Research<ul><li>
Design and lead VoC and customer research programs to understand customer needs, behaviours, drivers, and barriers across the end-to-end journey.</li><li>
Establish and manage brand-level research frameworks covering awareness, consideration, journey pain points, and booking barriers.</li><li>
Partner with external research specialists (e.g. Sparks &amp; Honey) to deliver brand measurement and qualitative insight programs aligned to business priorities.</li><li>
Translate research findings into clear, actionable recommendations for content strategy, experience optimisation, website performance, and campaign planning.</li><li>
Own customer satisfaction frameworks and KPIs (NPS, CSAT, CES) across the portfolio.</li></ul> 
Marketing Effectiveness, Brand &amp; Campaign Measurement<ul><li>
Define and maintain measurement frameworks to assess marketing ROI, brand health, campaign effectiveness, and channel performance.</li><li>
Design full-funnel measurement approaches linking upper-funnel brand activity to lower-funnel conversion and revenue outcomes.</li><li>
Partner with agency and analytics teams to apply attribution models, brand lift studies, and media effectiveness analysis.</li><li>
Support marketing mix modelling and budget optimisation exercises in collaboration with Annalect and media partners.</li><li>
Deliver executive-ready dashboards and insight narratives that inform investment decisions and performance optimisation.</li></ul> 
Measurement Strategy &amp; Integration<ul><li>
Proactively identify measurement gaps and embed analytics requirements early in marketing and CX planning.</li><li>
Develop measurement roadmaps connecting research, tracking, optimisation, and performance analytics.</li><li>
Create repeatable measurement playbooks for key initiatives such as campaigns, activations, partnerships, and launches.</li><li>
Lead cross-functional measurement planning with Marketing, CX, IT, Legal, agencies, and analytics partners.</li></ul> 
CX &amp; Journey Analytics<ul><li>
Analyse customer journeys across digital and physical touchpoints to identify experience gaps and optimisation opportunities.</li><li>
Integrate VoC, behavioural, and transactional data to provide a holistic view of customer experience performance.</li><li>
Partner closely with CX teams to translate insight into experience design improvements and service enhancements.</li></ul> 
Stakeholder &amp; Partner Collaboration<ul><li>
Support senior leadership in translating business objectives into insight and measurement strategies.</li><li>
Act as a trusted insights partner to Marketing, Media, CX, and Digital teams.</li><li>
Lead and govern relationships with agency partners including Sparks &amp; Honey (brand measurement), Annalect (tools, technology, advanced analytics), and other analytics vendors.</li><li>
Collaborate with internal analytics teams to ensure alignment between insight needs, tooling, and delivery.</li></ul><div></div> 
Required Competencies<ul><li>
Insight Leadership: Ability to translate complex data into clear, actionable business insights.</li><li>
Strategic Thinking: Strong capability to connect insight to marketing, brand, and CX outcomes.</li><li>
Stakeholder Influence: Ability to partner effectively across teams and agencies.</li><li>
Measurement Expertise: Strong understanding of marketing, brand, and CX measurement frameworks.</li><li>
Governance &amp; Rigour: High standards for data quality, consistency, and compliance.</li><li>
Communication: Clear, confident storytelling with data for senior audiences.</li></ul> 
Personal Attributes<ul><li>
Curious, analytical, and insight driven.</li><li>
Commercially minded with a focus on impact and ROI.</li><li>
Comfortable operating in a matrixed, partner-led environment.</li><li>
Proactive, structured, and confident managing complexity.</li><li>
Strong sense of ownership over data and decision quality.</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s degree in Marketing, Business Analytics, Data Science, Statistics, or a related field.</li><li>
Master&rsquo;s degree or MBA with analytics focus is preferred.</li><li>
Relevant certifications in analytics, CDP, or marketing measurement are an advantage.</li><li>
7&ndash;10 years of experience in customer insights, marketing analytics, or measurement roles.</li><li>
Proven experience owning CDP strategy and customer data governance.</li><li>
Experience leading VoC and customer research programs delivering actionable insight.</li><li>
Strong background in marketing effectiveness, brand measurement, and attribution.</li><li>
Experience working with agency and analytics partners in complex, multi-brand environments.</li></ul><div></div> 
For more information about Shamal, please visit our LinkedIn page: https://www.linkedin.com/company/shamalholding/ 
Note:
<div>Due to a high influx of profiles, only shortlisted candidates will be contacted.</div></div>

Manager - Customer Insights

Huspy

<div>
 
 About The Role
 
 
 
 We are looking for a Customer Experience Associate to support our customers by managing queries, escalations, and feedback across multiple channels.
 
 
 
 The Story So Far: We&rsquo;re Building a Global Brand in Real Estate
 
 
 
 Huspy is one of the leading property technology companies in EMEA.
 
 
 Launched in 2020, we now operate in multiple cities across the UAE and Spain, expanding into Saudi Arabia and 3 more European markets by 2026. Today, we own the largest portion of the UAE mortgage market and are one of the fastest-growing players in every European city we&rsquo;ve entered.
 
 
 We&rsquo;ve raised over $140 million (Series A and Series B) from the world&rsquo;s top investors, including Sequoia Capital and Balderton Capital, to reshape the homebuying journey through powerful technology and agent-first tools.
 
 
 We&rsquo;ve built a SuperApp that empowers real estate agents and mortgage brokers, bringing cutting‑edge technology to one of the world&rsquo;s most traditional industries. We&rsquo;re transforming how property transactions happen &mdash; faster, smarter, and better for everyone.
 
 
 We&rsquo;re not slowing down. The question is: will you be part of what&rsquo;s next?
 
 
 
 The Main Event: What You&rsquo;ll Drive, Build, and Own
 
 
 
 <ul>
 <li>
 Handle customer queries across phone, email, chat, and social channels
 </li>
 <li>
 Manage and resolve customer escalations in coordination with internal teams
 </li>
 <li>
 Run NPS surveys, track results, and support follow-ups on customer feedback
 </li>
 <li>
 Manage the social media inbox and ensure timely, professional responses
 </li>
 <li>
 Maintain accurate customer records and case tracking in Salesforce
 </li>
 <li>
 Ensure a high standard of service quality and customer satisfaction
 
 
 </li>
 </ul>
 
 The Perfect Match: What It Takes to Succeed at Huspy
 
 
 
 <ul>
 <li>
 Experience in a customer support or customer experience role
 </li>
 <li>
 Strong communication and problem-solving skills
 </li>
 <li>
 Hands-on experience with CRM tools, preferably Salesforce
 </li>
 <li>
 Customer-first mindset with attention to detail
 </li>
 <li>
 Be available in-office during regular business hours
 </li>
 </ul>
</div>

Customer Experience Associate

Tata Communications

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 <div>The role is responsible for driving deeper and wider customer engagements within the Unified Communication &amp; Collaboration (UCC) domain, with the objective of identifying and developing growth opportunities. This position requires building trusted client relationships, understanding customer requirements, and helping them solve critical business challenges. It is a tactical role that contributes to defining operating plans based on business strategy, significantly impacting the mid-term business results.
Key Responsibilities:
Strategy &amp; Business Development:
&Oslash; Develop and execute the growth strategy and go-to-market (GTM) strategy for the assigned product portfolio in the region.
&Oslash; Recognize high-potential customers and build long-term alliances to drive revenue growth.
Customer Engagement &amp; Solutioning:
&Oslash; Understand and analyze client requirements to determine the best solution fit and create a compelling business proposition .
&Oslash; Lead technical discussions with clients alongside the technical architect team .
&Oslash; Provide strategic insights to internal stakeholders (Solutions, SME, Product teams) to enhance proposals.
Revenue &amp; Pipeline Management:
&Oslash; Drive pipeline growth and deliver revenue targets through proactive business development efforts.
&Oslash; Lead client negotiations , manage deal progression , and ensure seamless closure by aligning cross-functional teams (BD, Bid Management, Solutions, Legal, Commercial, etc.).
&Oslash; Identify internal bottlenecks in product &amp; solution teams and facilitate periodic bid calls between Sales, Legal, Commercial, Solution, and Product teams to accelerate key opportunities and drive faster closures.
Qualifications &amp; Experience:
&Oslash; Enterprise sales experience in technology services.
&Oslash; Experience working with telecom, hardware, software, applications, or cloud services in an account management capacity.
Desired Skill Set:
&Oslash; Proven ability to combine business acumen with technology knowledge to align customer challenges with technology solutions.
&Oslash; Strong understanding of enterprise networking trends and the competitive landscape within which Tata Communications operates.
&Oslash; Excellent communication and collaboration skills , including relationship building, negotiation, organizational, and presentation abilities .
&Oslash; Ability to influence without authority and drive alignment across teams.</div>

Sr Manager - Customer Interaction Suite

Emirates Islamic

<div>Job Responsibility:
<ul><li>Leading and supervising a team of customer service representatives. This involves hiring, training, and evaluation CSRs, as well as providing coaching and guidance to ensure high-quality service delivery.
</li><li>Developing and implementing customer support strategies and procedures to improve customer satisfaction and promote customer loyalty. This includes setting service standards, establishing performance goals, and monitoring team performance to ensure adherence
</li><li>Assisting in the resolution of complex customer enquiries and escalations.
</li><li>Maintain a professional and empathic approach while handling challenging situations.
</li><li>Conducting regular quality assessments of customer interactions to ensure compliance with bank&rsquo;s policies, proper handling of enquiries, and adherence to service standards.
</li><li>Providing feedback and coaching to representatives to facilitate their professional development.
</li><li>Collaborating with internal stakeholders such as Product &amp; Proposition, Customer Experience and Ops, to identify process gaps and implement improvements that enhance overall customer experience.
</li><li>Continuously seeking opportunities to streamline procedures and increase efficiency.
</li><li>Gathering customer feedback and insights to inform strategic decisions and identify area for improvement.
</li></ul>Job Skills &amp; Qualifications:
<ul><li>Relevant education with minimum of Bachelor&rsquo;s Degree
</li><li>Relevant experience in similar job
</li></ul>What we offer you:
<ul><li>Competitive salary package
</li><li>Strong emphasis on work-life balance and wellbeing across the bank
</li><li>World-class Learning &amp; Development platform and career development
</li><li>Generous annual leave entitlement and Private Healthcare
</li><li>Preferential banking facilities for employees</li></ul></div>

Assistant Manager - Customer Service (BUB SZB Area)

BlackStone eIT

<div>BlackStone eIT is looking for an experienced Omnichannel &amp; Customer Experience (CX) Architect to lead our efforts in transforming customer interactions across all touchpoints. In this role, you will design and implement strategies that create seamless and personalized customer experiences, leveraging various channels and technologies. The ideal candidate will have a strong background in customer experience design, omnichannel strategies, and relevant technologies.
Key Responsibilities:<ul>
<li>Design and implement comprehensive omnichannel strategies to enhance customer engagement and satisfaction.</li>
<li>Analyze customer journeys and touchpoints to identify opportunities for improvement and innovation.</li>
<li>Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure cohesive delivery of customer experiences across all channels.</li>
<li>Evaluate and recommend technologies and platforms to support omnichannel initiatives, including CRM systems, marketing automation, and analytics tools.</li>
<li>Lead the development of customer experience frameworks and guidelines that align with organizational goals.</li>
<li>Monitor and measure customer experience performance, providing insights and recommendations for continuous improvement.</li>
<li>Stay updated on industry trends and best practices in customer experience and omnichannel strategies.</li>
<li>Provide thought leadership and training to teams on omnichannel customer experience practices.</li> 
</ul> 
 
Requirements 
<ul><li>
Bachelor&rsquo;s degree in Business Administration, Marketing, IT, or a related field; Master&rsquo;s degree preferred.</li><li>
8+ years of experience in customer experience design or omnichannel strategy.</li><li>
Proven experience working with CRM systems (e.g., Salesforce, HubSpot) and customer engagement technologies.</li><li>
Strong understanding of customer journey mapping and analytics.</li><li>
Experience implementing omnichannel strategies in diverse business environments.</li><li>
Exceptional analytical, problem-solving, and organizational skills.</li><li>
Excellent communication and interpersonal skills for effective stakeholder engagement and collaboration.</li><li>
Ability to manage multiple projects and prioritize tasks effectively.</li><li>
Familiarity with agile methodologies and project management principles.</li><li>
Experience in the technology sector or similar industries is a plus.</li></ul></div>

Omnichannel & Customer Experience (CX) Architect

Explore 4720+ Customer experience manager in Dubai this March. Find roles across top companies and apply now to boost your career.