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Senior Manager - Customer Experience
Job summary
A leading organization in the UAE seeks a Senior Manager - Customer Experience to enhance customer journeys across various sectors. This role involves conducting consumer research, managing data analytics, and collaborating with teams to improve product and service definitions. Candidates should have a relevant degree, certifications, and at least 10 years of experience in a related field. Exceptional analytical skills are required to drive insights that enhance customer satisfaction.
Qualifications
- 10+ years of experience in a similar role, preferably in real estate or tourism.
- Proven ability in enhancing customer experience through data-driven insights.
Responsibilities
- Conduct consumer research to provide insights for business decisions.
- Run the global Voice of Customer programme for B2C customer groups.
- Develop customer journeys to support product and service enhancements.
Skills
Education
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.
The role entails:
- 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.
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.
- Bachelor’s or master’s degree (or equivalent) in Business Management or related fields.
- Certified Customer Experience Professional (CCXP) or equivalent certifications.
- 10+ years of experience in a similar role preferably in a real estate industry, destination management, tourism.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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