Senior Customer Experience Strategist

1 month ago


Muscat, Muscat, Oman Al Hashar Group Full time

We are seeking a highly motivated and experienced CX Manager to lead our customer experience initiatives. Al Hashar Group is dedicated to delivering exceptional customer experiences that foster brand loyalty and advocacy.

Responsibilities
  • Customer Experience Strategy Development: Develop and implement a customer experience strategy focused on exceeding customer expectations, leveraging data-driven insights and customer feedback.
  • Contact Center Management: Manage the contact center operation to ensure efficient and timely customer service, meeting key performance metrics and improving customer satisfaction.
  • Customer Feedback Analysis: Conduct regular customer satisfaction surveys and analyze feedback data to identify areas for improvement in customer service processes and develop targeted initiatives.
  • Team Leadership: Lead and coach the CX team (Customer Service & Contact Center Representatives) to achieve high performance standards and drive excellence in customer experience.
Requirements
  • CX Expertise: 10+ years of experience in customer experience management or related roles, preferably in the automotive industry.
  • Strategic Thinking: Proven track record of implementing successful customer experience strategies and initiatives.
  • Operational Excellence: Experience managing contact center operations and performance metrics, with a focus on continuous improvement.
  • Leadership Skills: Previous experience in training, mentoring, coaching and developing teams to achieve business objectives.

This exciting opportunity offers a competitive salary of $90,000 - $110,000 per annum, depending on experience, plus benefits and opportunities for growth and development.



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