Al Futtaim Jobs - Customer Experience Manager | Group Automotive Marketing | Dubai, UAE (Dubai, AE)

Job Requisition ID: 41844 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

Job Title:             Customer Experience Manager

Reports to:         Head of CRM

Department:      Strategic Marketing, Automotive Division

Location:             UAE & Overseas

 

Job Description:

 

• • • • To ensure the Automotive Division is delivering the vision of Customer Service Values (SWEPT) through all departments by standardizing best practices across UAE and Overseas markets.
      • To work closely with the individual Automotive brands to assist in enhancing overall Customer Experience across key customer touchpoints including but not limited to our network of showrooms, service centres, customer service / contact centres and our digital channels.
      • Accountability to create and recommend new initiatives that lead to a significant increase in the overall customer experience among our retail, corporate and SME customers. Further - continuously demonstrate the return of investment on customer experience initiatives to bottom line.
      • To work with external partners to deliver effective Customer Experience programs including but not limited to voice of customer surveys, mystery shopping programs, marketing communications
      • Continually develop NPS, CSV, Mystery Shop, Best Practice processes and by means of sophisticated measurement, maximize the ability to maintain revenue growth by optimizing the use of important journey data points

 

Key Responsibilities:

Customer Service Values (SWEPT):

• Work with the key stakeholders within Automotive group to identify areas of improvement in delivering an ideal customer experience, in line with the group values (Special, Welcome, Easy, Personal, Transparent).
• Develop, implement and measure the outcomes of the new customer experience initiatives by working with businesses to deliver measurable improvements.
• Through Customer Engagement programmes assist in driving productivity and process improvement areas with Brands to ensure a seamless customer journey including Systems, Lead Management, Showroom efficiencies and back-office functions
• Working with Customer Service, Marketing, Sales, Service and Operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer engagement.
• To Present in monthly managers meeting to ensure all business leaders and associates are aware of the key issues raised by the customers and action plans are agreed to resolve the issues

 

• Expand the scope of the current customer engagement activities to overseas markets – with facilitating the transfer of best practices from UAE
• Design, Develop and Launch internal communication campaigns which help reinforce customer service values (SWEPT) across the group
• Work in collaboration with businesses and Training Academy to identify how potential gaps can address i.e. either process improvement / training for the frontline staff.

 

 

Customer Journey Mapping, Touchpoint Optimization, Mystery Shopping:

• Customer Journey Mapping and Profiling – by analyzing all possible customer touch points, and developing best practice guidelines at each touchpoint
• Working with external vendors to organize continuous mystery shopping exercises at each touchpoint – in order to assess overall compliance with the group standards.
• Organize workshops with brands and follow up on the low performing mystery shopping branches.
• Conduct root cause analysis and recommend improvements to current process, which help align businesses to meet customer expectations.
• Customer communication and nurturing through the Lifecycle.
• Develop “know your customer” intelligence and provide customer demographic and sales cycle reporting in order to be proactive in the marketplace.
• Optimize the customer lifecycle, especially regarding experience, value, retention and loyalty. Including:

1. CSV scores
2. Net Promoter Score
3. Customer lifecycle management
4. Customer Lifetime Value

• Clearly understanding the different types of Journeys for all Brands including Sales and Service.

 

Vendor management:

• Monitor and be accountable for the overall quality of deliverables from partners on key research programs including mystery shopping, voice of customer surveys, specific research requirements etc.
• Serve as point of contact for the customer experience measurement and insights program vendors
• Responsible for full Project Management of special projects, producing; Project plans, charters, timelines, stakeholder analysis, status reports etc.
• Ensure communication is clear, concise and the vendor knows what is expected.
• Explore different channels to provide relevant research and data analysis.

 

 

Reporting

• Using available organizational data you should uncover deeper insights which can potentially impact and enhance customer experience
• Develop workable areas to review and digest customer insights, allowing to manage, nurture, refine customer information and create clear actionable plans
• Draft summary reports on independent statistical analysis to deliver to leadership teams
• Develop innovative ways to use data and information gathered to segment and optimize customer experience across touchpoints

 

 

Qualifications Experience & Skills:

Background and Skills Required

• Minimum 5 years of professional experience (preferably in Customer Service business)
• Demonstrable experience of leading projects proactively from start to finish
• Analytical and Results Data driven
• Excellent with MS PowerPoint Excel
• Very organized with very high level attention to details
• Fluent in English
• University degree, with a background in marketing / statistics / data analytics is preferred
• Strong communication skills (written and verbal)
• Analytical and problem solving skills
• Planning and execution
• Ability to self-manage and self-motivate

 

 

Behavioural Competencies: Strong self motivator, Execution, Proven leadership skills, Relationship Building, Influencing, Communication.

 

 

KGM

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

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