Senior Manager - Customer Experience

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

Since its inception in 2000, our client has emerged as a prominent and fast-growing retail group serving markets across the Middle East. The organization partners with world-class fashion and lifestyle brands, delivering globally inspired products and experiences to discerning consumers throughout the GCC. Guided by a vision to become a leading regional gateway for international retailers, the company has successfully built a broad portfolio across diverse consumer categories. Its collaborative approach with global brand partners, combined with extensive market expertise and a customer-first mindset, has enabled sustained growth and ongoing expansion across the region. Today, our client remains well-positioned to capitalize on emerging opportunities within the dynamic Middle Eastern retail market.

As a Senior Manager - Customer Experience, you will be responsible for...

• Providing support to the section head in developing and implementing a strategic vision for the digital channels and customer experience that aligns with the company's overall goals and objectives.
• Developing a roadmap for digital transformation initiatives, including timelines, resources, and budgets
• Identifying opportunities to improve digital channels and customer service by staying up-to-date with industry trends and implementing best practices.
• Driving the development and enhancement of customer self-service digital solutions as the Business lead and work along with the IT team – App/ portal, Whatsapp/ Chatbot, Kiosks, Token machines, etc.
• Improving overall customer experience across the prospect and customer journeys from lead generation till sale, and through to post-sale services.
• Revising the processes offered on the self-service channels in context of a digital-first experience.
• Providing the business with customer feedback and insights that enhance customer experience and engagement.
• Ensuring all digital touchpoints in the processes, and communications and templates going out to customers and prospects is up to date.
• Collaborating with other departments, such as IT, Marketing, Sales, and Customer care to ensure smooth delivery and operations of digital channels.
• Collaborating with cross-functional teams to drive process improvements for a digital-first approach.
• Leading and overseeing transformation projects related to call center operations, including implementing new technology, system upgrades, and process improvements.
• Working closely with the CX team to incorporate customer insights into commercial strategy development, enhancing customer satisfaction and retention.
• Representing the Customer experience team in cross-functional meetings, and providing regular updates to senior management.
• Developing strategies to enhance the customer lifecycle and maximizing lifetime value, driving both customer loyalty and revenue growth.
• Leveraging advanced analytics to track market performance, customer behavior, and competitive positioning, ensuring decisions are guided by actionable insights.

What you already have...

• Bachelor’s degree in Business Management/ Marketing/ Digital Transformation/ Customer Experience/ Business Analytics, or a related field. Master’s degree - preferred
• Certifications in Business Analytics, Customer Journey Mapping, or Service Design - preferred
• Min. 7-8 years relevant experience in digital technologies and tools with minimum 4 years managing teams and developing and implementing digital strategies.
• Proven experience in delivering digital transformation initiatives within complex organizations, including the development and implementation of customer self-service channels such as WhatsApp, chatbots, and customer portals.
• Prior experience in customer experience design or consumer research and/ or real estate industry is an added advantage.