Experience Manager for Customer Loyalty and Advocacy

5 days ago


Muscat, Muscat, Oman Al Hashar Group Full time

About the Role

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We are seeking a highly motivated and experienced Experience Manager to join our team at Al Hashar Group. The successful candidate will be responsible for creating exceptional customer experiences that foster brand loyalty and advocacy.

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Key Responsibilities

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  • Develop and implement a customer experience strategy focused on exceeding expectations, leading to increased customer satisfaction and loyalty.
  • Manage the contact center operation to ensure efficient and timely customer service, ensuring high-quality interactions with customers.
  • Conduct regular customer satisfaction surveys and analyze feedback data to identify areas for improvement in customer service processes.
  • Identify opportunities to enhance customer service processes and implement initiatives to improve efficiency and effectiveness.
  • Develop strategies to improve customer loyalty and brand advocacy through targeted programs and campaigns.
  • Oversee all customer experience initiatives, including contact center operations, to ensure alignment with company goals and objectives.
  • Manage and coach the CX team (Customer Service & Contact Center Representatives) to ensure they have the necessary skills and knowledge to deliver exceptional customer experiences.
  • Analyze customer feedback data to identify improvement areas and implement initiatives to address these gaps.
  • Monitor and manage call center performance metrics to ensure optimal performance and efficiency.

Requirements

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  • A diploma or senior school certification with 10+ years of experience in customer experience management or related roles, preferably in the automotive industry.
  • A proven track record of implementing successful customer experience strategies and initiatives, leading to significant improvements in customer satisfaction and loyalty.
  • Experience managing contact center operations and performance metrics, with a focus on improving customer service quality and efficiency.
  • Previous experience in training, mentoring, coaching, and developing teams, with a focus on enhancing employee skills and knowledge.

What We Offer

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We offer a competitive salary of approximately $120,000 per annum, commensurate with experience, to attract and retain top talent in the industry. In addition to a comprehensive benefits package, we provide opportunities for professional growth and development, as well as a dynamic and supportive work environment.

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About Us

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Al Hashar Group is a leading organization in the automotive industry, dedicated to delivering exceptional customer experiences that foster brand loyalty and advocacy. We are committed to innovation, excellence, and customer satisfaction, and we seek like-minded professionals to join our team.

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Salary: Approximately $120,000 per annum

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Location: To be determined based on candidate preference



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