Senior Manager - Customer Experience

Modon; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

A leading company in various sectors including real estate and hospitality seeks a Sr. Manager - Customer Experience to enhance customer journeys and insights. The role requires extensive experience in consumer research, product development, and management support to deliver top-tier customer experiences across all business lines.

Qualifications

• 10+ years of experience in a similar role in real estate or tourism industry.
• Expertise in developing and enhancing customer journeys.
• Strong proficiency in delivering consumer insights and research.

Responsibilities

• Conduct consumer research and provide insights for decision making.
• Develop CX products/services and enhance customer journeys.
• Analyze customer satisfaction and present performance data to leadership.

Skills

Consumer research

Data analytics

Customer journey mapping

Project management

Education

Bachelor's or Master's degree in Business Management

Certified Customer Experience Professional (CCXP)

Job description

Job Purpose

The Sr. Manager - Customer Experience will play a key role in enabling Modon to deliver exceptional customer experience its global portfolio across various lines of business that include real estate, hospitality, community and asset management, events and other sectors. The role will work closely with cross-functional teams to enhance and elevate customer journeys.

Roles, Responsibilities, Duties

1- Consumer research and insights

• Ensure regular and cost-effective solutions to provide Modon leadership and stakeholders with visibility on consumer trends and insights that enable the business to make decisions on customer journeys, product & service definition and improvements, digital and AI needs and wants, etc. This entails commissioning primary research, data analytics of Modon consumer data, benchmarking and other solutions.
• Ensure the global Voice of Customer programme is run for all B2C customer groups of Modon, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.
• Ensure customer satisfaction of B2B customer groups is reviewed, data corelated with other performance indicators to understand opportunities and challenges, and analysis presented to operational teams and leadership to continuously improve performance.

2- CX Product & Service Development

• Work with product owners to develop and update product/service definitions including execution of research/surveys, stakeholder workshops, customer journey mapping, digital and AI interfaces, documentation, etc.
• Ensure development of customer journeys that uncover customers functional needs, emotional needs, physical and digital interfaces to support product & service development or enhancements.
• Support the product owners in idea, concept and product testing.
• Provide project management support as required to product/service development or enhancements.

Qualification

• Bachelor’s or master’s degree (or equivalent) in Business Management or related fields.
• Certified Customer Experience Professional (CCXP) or equivalent certifications.

Experience

• 10+ years of experience in a similar role preferably in a real estate industry, destination management, tourism.