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Customer Experience Manager

2 weeks ago

الرياض, Saudi Arabia Serco Plc Full time

Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".
Your Opportunity
We are looking for a Customer Experience (CX) Manager who will manage the development and implementation of customer experience strategy, initiatives, roadmap against predefined objectives. The CX Manager will work closely with the customer experience director to improve the customer experience at the asset portfolio, and responsible for implementing those strategies and initiatives.
Full understanding of legislation and governance affecting the business.
Ability to build SLA's and KPI's to measure process and service performance.
Advanced knowledge of developing SOP's derived from departmental strategy.
Designs process templates in accordance with organisation and industry standards.
Ability to measure and report on compliance and establish a risk management process within the department.
Establish a service quality management framework to be used for QA/QC process development.
This role will be based in Riyadh, Kingdom of Saudi Arabia and will support our client in the Osool project.
Key Accountabilities
Implement approved strategies, goals and objectives of the customer services function, nurturing and supporting a team that provides an exceptional experience for Client's customers as they interact with the brand through the contact centre, support departments and the operations team.
Develop policy, procedures, processes, systems and controls across the department and its operational interfaces with the primary aim of creating a stable environment of consistent operational excellence through complementing service delivery with the highest level of customer service.
Drive initiatives to reduce customer complaints through root cause analysis and resolution in accordance with quality management and service excellence ISO 1002:2018 and 23592.
Implement customer experience best practices and industry standards in alignment with legislation, regulations, customs and expectations.
Drive and implement portfolio-based strategies on promoting and delivering services to customers through multi-channel communication systems.
Develop a comprehensive communication strategy that encompasses both internal and external communications and aims to ensure a clear, consistent and effective connection with all stakeholders including key areas such as understanding the audience, defining key messages, and selecting the channels and schedules.
Implement and cascade the strategy for stakeholder engagement including comprehensive processes for VIP and VVIP communications protocols and understand the cause and effect between effective highly effective engagement and managing risk.
Identify the key business interfaces and collaborate to implement portfolio-wide service standards charter applicable to asset classification and service level agreements.
Define, develop and implement regular internal service quality assessments and audits as part of operations to identify risks, provide valuable insights into how the department is performing and identify where improvements can be made.
Define the service standards, goals and sets of quantifiable metrics for the asset classes, clearly understanding the customers' needs, expectations and habits, then drive a high quality and interactive customer satisfaction and analytics programme for all Client's assets, using a variety of platforms and tools ensuring all customers are reached, engaged with and listened to, for eliciting and collating feedback and data, before implementing actionable plans and opportunities etc.
Support in developing an effective brand growth, relationship, loyalty and customer retention strategy as client's reach and visibility increases, and the organisations builds upon its reputation, trust gained and image.
Specific Requirements
Bachelor's degree in business management, communications, marketing or similar field.
Holder of CICSP, CCEP, CPM, CCSP or similar
Seven (7) years minimum experience, three (3) of which in a similar GCC based customer experience role
Lead working within a highly dynamic environment delivering customer focused services and engagement initiatives.
KSA experience desirable.
What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
Competitive monthly pay and allowances that are commensurate with the role and industry standards
Comprehensive medical insurance coverage and life insurance, so our employees can