Customer Experience Manager

Customer Experience Manager at 7X will be instrumental in shaping and executing a comprehensive customer experience (CX) strategy across the group’s multiple subsidiaries. This role is pivotal in ensuring a seamless, consistent, and elevated customer journey, driving customer satisfaction, loyalty, and advocacy. It involves collaborating with various stakeholders to enhance operational efficiency, reinforce brand reputation, and contribute to the financial growth of the organization.

Job Responsibilities.

Develop and implement a centralized customer experience (CX) strategy at the group level, ensuring alignment with 7X’s vision and strategic objectives.

Establish group-wide frameworks for consistent measurement of CSAT and NPS metrics, ensuring unbiased insights and actionable recommendations.

Conduct comprehensive customer journey mapping to identify key touchpoints, pain points, and opportunities for improvement across subsidiaries.

Collaborate with subsidiaries to develop and implement tailored customer experience initiatives that align with group objectives and customer expectations

Drive proactive improvement initiatives, leveraging data insights to proactively address potential customer dissatisfaction and improve service delivery.

Develop corrective action plans and follow-up mechanisms based on CSAT and NPS analysis to ensure efficient and timely execution of improvement strategies

Monitor and integrate global CX best practices and trends to continuously enhance the group’s customer experience strategies and ensure competitive edge.

Provide training, mentorship, and guidance to subsidiaries on CX tools, methodologies, and frameworks to ensure consistent implementation and capability building

Qualifications and Knowledge:

• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s degree preferred).
• Nationality - Emirati with family book

Experience:

• Minimum 8 years of experience in customer experience management or related roles, with a focus on strategic oversight.