Al Futtaim Jobs - Voice of the Customer Manager | Retail, Al-Futtaim | Dubai (Dubai, AE)

Job Requisition ID: 50041 

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.

Voice of the Customer 

 

The Voice of Customer Manager would support Al-Futtaim VOC strategy by conducting quantitative research, analyzing customer data and presenting key customer insights. This role will own and manage the Voice of Customer program and associated Net Promoter Score (NPS) – the most important business KPIs. This includes the customer research process including extraction, cleaning and maintaining customer contact databases, questionnaire design, and administration of in-house survey and analytical tools.   

 

How will you add value on a day-to-day basis?

 

• Creation of and production of relational and transactional satisfaction surveys for Net Promoter Score and Customer Effort Score.
• Promoting NPS engagement across the business; presenting findings at key business forums periodically.
• Root cause analysis to understand key drivers, including forecasting likely improvements due to customer initiatives.
• Ability to analyze and understand correlations between NPS and other business KPIs.
• Create and present high-quality VOC insight reports with thought-provoking analysis and impactful insights, opinions and actionable recommendations.
• Resource reliable benchmarks of comparable businesses and best practice when it comes to NPS and measuring customer loyalty and customer experience.
• Be the independent view that challenges business assumptions to ensure that we are meeting the needs of our customers based on research results.
• Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all Worldpay sites.
• Proactively work with stakeholders to understand their strategies and research needs
• Writing and managing the distribution of surveys and questionnaires.
• Management of external agencies for other ad-hoc research.
• Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
• Identify trends through KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer’s experience and provide efficiency to the business.
• Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
• Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.
• Continue to remain in tune with industry VOC analytic trending and new approaches to skill.
• Create innovative ideas to use the VOC technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool.
• Implement value-added features and applications to further use the available technology.
• Package and deliver key findings effectively to Senior Leaders, Process Improvement team as well as key stakeholders.
• Observe and monitor implemented solutions.
• Deliver accurate and thorough analysis by deadline.
• Perform ad hoc reporting and analysis as assigned.
• Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience and agent performance.

 

What will make you the ideal candidate?  

 

• 3+ Years of Experience working with Medallia for NPS
• Statistical or modelling skills and basic understanding of related databases or CRMs.
• Background in qualitative and quantitative research techniques.
• Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving
• Proficient with Microsoft Office applications (specifically Power Point and Excel; pivot tables, V-lookups, formulas, and importing of data) is required.
• Flexible and able to adjust to changing priorities or requirements in a fast-paced environment. Ability to change approach and/or methods to best fit the situation/audience.
• Have effective communication skills – both verbal and written – to recognize pertinent language patterns and correlations that lead to business value.
• Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

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.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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