Customer Experience Director

Dammam Airports Company; Saudi Arabia; On-site; SAR 260,000 - 380,000; Full time

Job summary

Dammam Airports Company seeks an experienced executive to lead the customer experience strategy across all touchpoints, aligning initiatives with DACO's goals. The role focuses on lifecycle optimization, data-driven decision making, and cross-functional collaboration.

You will drive KPI development, manage budgets, and oversee continuous improvement through agile leadership and stakeholder engagement.

Qualifications

• Bachelor’s degree in Business Administration or equivalent.
• Minimum 12 years of total experience in customer service or customer experience management in aviation or service industry, with significant leadership roles.
• ACI Training Certificates or Customer Experience Professional Certificates.

Responsibilities

• Develop and lead a comprehensive customer experience strategy aligned with organizational goals.
• Drive lifecycle optimization of customer interactions to improve efficiency.
• Establish KPIs to monitor and evaluate customer experience performance.
• Map passenger journeys and identify improvement areas with digital solutions.
• Analyze passenger feedback and analytics to inform decisions.
• Oversee compliance with GACA programs and KPI targets.
• Lead and develop the customer experience team.
• Manage departmental budgets and resources.

Skills

Strategic leadership

Stakeholder management

Team leadership

Financial management

Innovation

Education

Bachelor’s degree in Business Administration

Job description

Position Accountability Description

Strategic Leadership

• 1.Develop and lead the implementation of a comprehensive customer experience strategy for DACO, ensuring alignment with organizational goals and strategic objectives.
• 2.Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting DACO's long-term objectives.
• 3.Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with DACO’s strategic goals.

Operational Excellence

• 4.Develop passengers’ personas through research & data collection of demographics, travel behaviours and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travellers needs.
• 5.Identify all the touchpoints that passengers encounter with DACO’s airports starting from “homes” to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
• 6.Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers’ needs and preferences, making informed decisions that enhance the overall experience.
• 7.Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve DACO’s KPIs at National and International programs.
• 8.Ensure the continuity of DACO’s membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers’ experience.
• 9.Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
• 10.Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
• 11.Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
• 12.Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
• 13.Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
• 14.Oversee the monitoring and implementation of GACA’s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA’s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.

Stakeholder Management

• 15.Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
• 16.Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
• 17.Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.

Team Leadership and Development

• 18.Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
• 19.Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
• 20.Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
• 21.Ensure team members are adherence to DACO’s values, and customer experience department policy and procedures.

Financial Management

• 22.Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
• 23.Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
• 24.Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.

Innovation and Continuous Improvement

• 25.Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
• 26.Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with DACO’s strategic objectives.
• 27.Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.

Education Background Bachelor’s degree: Business Administration or equivalent

Relevent Experience Minimum 12years oftotalexperience incustomer service and/orcustomer experience management or a similar field within the aviation or service industry, witha significant portionin a management or leadership role.

Professional Licenses, Accreditations & Certifications ACI Training Certificates or Customer Experience Professional Certificates