Senior Executive - Customer Experience

DM Healthcare; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading healthcare provider in the GCC seeks a Senior Executive in Customer Experience to enhance customer engagement across its retail vertical. The ideal candidate will leverage a strong hospitality background, implement service trainings, and conduct audits to maintain high service standards while collaborating with leadership on various initiatives.

Qualifications

• 5+ years in team leader/executive/front office executive role.
• Experience in hospitality/luxury retail.
• Designing and implementing service training exposure.

Responsibilities

• Responsible for customer experience analysis and service training design.
• Conduct regular grooming and service audits.
• Design service interventions to improve customer satisfaction.

Skills

Strong communication skills

Interpersonal skills

Confidence in initiating conversations

Passion for exceptional service

Education

Bachelor's degree in Business Administration or Hospitality Management

Master’s degree (a plus)

Tools

Excel

PowerPoint

Job description

Senior Executive- Customer Experience, Aster Retail

Experience:

• The preferred candidate should have worked in hospitality/luxury retail industry.
• They should have at least 5 years of work experience in the position of a team leader/executive/front office executive
• The preferred candidates from hospitality should come from front office operations or L&D operations
• The preferred candidate should have an exposure of designing and implementing service trainings in his/her respective department

Expected Behavior

• Maintains a well-groomed and professional appearance
• Demonstrates confidence and ease in initiating conversations
• Displays passion and enthusiasm for delivering exceptional service
• Possesses strong working knowledge of Excel and PowerPoint
• Exhibits strong communication and interpersonal skills

Job Description:

• He/she would be responsible for analyzing all the qualitative comments and design service interventions to uplift customer experience in all business units.
• He/she would be responsible for designing and implementing the grooming standards for Aster Retail vertical
• He/she would be responsible for conducting regular grooming audits and service audits on measurable standards and publish it to the leadership team on a weekly/monthly/quarterly basis.
• He/she would be responsible for designing various service interventional training which would impact the behavior in the shop floor.
• He/she would be responsible for publishing a service score card for the leadership team under the guidance and supervision of the head of service excellence for Aster Retail.
• Conduct regular store visits, analyze CRM data and post-visit feedback to identify service trends, concerns, and close customer experience gaps.
• Collaborate with head of service excellence and operations team to design initiatives that enhance customer satisfaction and promote continuous improvement.
• He/she would be responsible for bringing the various best practices from other service industries.
• He/she shall act as a role model for driving service and grooming standards across the business.
• In order to make all service interventions sustainable, he/she should have the exposure of converting instructor led content training contents to digitized scrum content which will be a part of the LMM platform.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Hotel, Hospitality Management, or a related field; a Master’s degree is a plus.

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at [e-mail]

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary, and quaternary healthcare through our hospitals, clinics, and pharmacies. We have over 22,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: “We’ll treat you well.” We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the “Aster”, “Medcare” and “Access” brands.Each of the Group’s verticals is a symbol of distinction, driven by the commitment to build a healthier tomorrow and to take healthcare to the next level of excellence.

DM Healthcare

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary, and quaternary healthcare through our hospitals, clinics, and pharmacies. We have over 22,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: “We’ll treat you well.” We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the “Aster”, “Medcare” and “Access” brands.Each of the Group’s verticals is a symbol of distinction, driven by the commitment to build a healthier tomorrow and to take healthcare to the next level of excellence.

Read More

Treeza Dsouza - HR Manager

Aspect Tower, Executive Tower, D - 3301 Business Bay, P.O Box: 8703, Dubai – UAE Dubai, United Arab Emirates, Dubai, United Arab Emirates (UAE)

asterdmhealthcare.com