Head of Customer Experience and Digital Services

**KEY ACCOUNTABILITIES**

Customer Experience
- Develop and manage the overall strategy of the Customer Service, digital service function of the company and its alignment to the overall business strategies.
- Manages the effective achievement of departmental accountabilities through the achievement of its targets and objectives as per its alignment to the organization’s objectives and department’s strategy while Identifying areas of concern and under performance to take corrective measures.
- Advance and maintain effective business relationships with key Customers like agents, freight forwarders, and custom clearance with highest standards of business ethics, whilst promptly attending to all critical issues in-order to ensure optimum customer satisfaction, understand future trends, and achieve maximum return on investment.
- Manage and conduct exit interviews for all customers who are planning to leave our business to negotiate their retention and provide them with alternatives and attractive solutions, and to attain reasons and feedback which help recommending corrective actions to support the sustainability and increase the customer satisfaction of our business.
- Review and improve all standards/ processes impacting the customers, identify areas of improvement for better customer satisfaction for ensuring optimal customer experience, and coordinate with the concerned stakeholders such as IT, Operations, and other departments.
- Handle all kinds of escalations on higher levels presented by clients and ensure resolving all kinds of complaints.
- Be on top of complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Receive, respond, and follow up on enquiries to ensure maximum conversion to business.
- Clearly define the role of customer help desk by identifying and emphasizing key functionalities that provide value added services and meets the requirements of customers and clients as well as day to day management of helpdesk activities.
- On top of the preparation of Initial Demand Request along with BRS-Business Requirement Specification for all related system enhancement / projects.

BPI, E- Service, and CRM
- Rreview and enhance Customer Relationship Management (CRM) to incorporate all processes and systems as part of overall department strategy to attract and retain customers.
- Define and prioritize new processes that add value to CRM by providing immediate and efficient customer services.
- Ensure detailed customer profiles are established, and up-to-date business plans for each customer are maintained through appropriate database management.
- Responsible for the DP World suite of Digital Services enabled on our platforms (Website, Mobile App, and Port Community System)
- Evaluate the E-services provided to customers through Cargoes PCS (Port Community System) to identify and initiate time and cost-effective measures to improve the content and quality of services provided.
- Visit the DP World customers on a regular basis to obtain feedback on the DP World Digital Services and drive constant improvement.
- Develop customer and projects dashboard continuously to maintain up-to-date data to improve visibility of Digital Services, initiatives, and projects which help in providing any kind of information or data for reporting.
- Ensure data security is maintained in the IT system by protecting the privacy and interest of clients and key stakeholders.
- Manage service level agreements (SLA) and ensure online business transactions are effective and performance driven.
- Arrange and evaluate data for container throughput and Business cargo owners’ performance.

**QUALIFICATIONS, EXPERIENCE AND SKILLS**
Qualifications:

- Bachelors/Master’s in business administration, statistics or economics or relevant studies

Experience and Skills
- More than 10 years of experience in Customer Experience, E-services, Product

Management or relevant field
- Strong communication and stakeholder management skills
- Business acumen: identify key revenue and cost drivers and understand their impact on an overall business case.
- Strong critical thinking, problem solving skills and confidence to operate in a customer centric manner.
- Innovation & digital oriented

LI-MA8