Mystery Shopper Manager

Job Summary

JOB DESCRIPTION

Manager - Mystery Shopper is responsible for designing, implementing, and managing the mystery shopping program for Dubai Holding Community Management (DHCM). This role ensures consistent evaluation of customer service and operational performance across all DHCM touchpoints, providing actionable insights to drive continuous improvement and enhance the customer experience. The Manager will oversee a team of mystery shoppers (internal or external) and manage all aspects of the program, from planning and execution to data analysis and reporting.

Key Responsibilities

• Program Design & Implementation: Develop and implement the overall mystery shopping program strategy, including defining objectives, target areas, evaluation criteria, and reporting metrics. Design mystery shopping scenarios and questionnaires that accurately assess customer service, operational efficiency, and adherence to DHCM standards.
• Shopper Recruitment & Management: Recruit, train, and manage a team of mystery shoppers (either internal staff or external vendors). Develop clear guidelines and performance expectations for shoppers. Oversee scheduling, assignments, and quality control of shopper visits.
• Data Collection & Analysis: Oversee the collection of data from mystery shopping visits. Analyze the data to identify trends, strengths, and areas for improvement in customer service and operations. Develop comprehensive reports summarizing findings and recommendations.
• Stakeholder Collaboration: Collaborate with various departments (e.g., customer service, operations, property management) to communicate mystery shopping results and facilitate action planning. Present findings to management and provide recommendations for process improvements.
• Performance Monitoring & Improvement: Monitor the performance of customer-facing teams and identify opportunities for training and development. Track the implementation of action plans and measure the impact of improvements.
• Vendor Management (if applicable): Manage relationships with external mystery shopping vendors, including contract negotiation, performance monitoring, and invoice processing.
• Budget Management: Develop and manage the budget for the mystery shopping program. Ensure cost-effectiveness and efficient resource allocation.
• Continuous Improvement: Continuously review and refine the mystery shopping program to ensure its effectiveness and relevance. Stay up-to-date with industry best practices and emerging trends in customer experience management.
  
  

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience (typically [Number] years) in customer service, quality assurance, or mystery shopping program management.
• Strong analytical and data interpretation skills.
• Excellent communication, interpersonal, and presentation skills.
• Ability to manage and motivate a team of mystery shoppers.
• Strong organizational and project management skills.
• Knowledge of customer service best practices and quality assurance methodologies.
• Proficiency in MS Office Suite and data analysis tools.