Hapag Lloyd AG Hiring for Customer Experience Manager Job at Dubai Full Time

An enthusiastic and dedicated customer experience expert is required to enhance customer experiences, track all points of customer engagement, address customer service failures, and identify ways to improve customer services.

To ensure success one should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch CRM Manager will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Responsibilities:

• Identifying customer needs and taking proactive steps to maintain positive experiences
• Evaluating after-sales and support services, and facilitating improvements
• Documenting processes and logging technical issues, as well as customer compliments and complaints
• Tracking customer experiences across online and offline channels
• Analyze the customer experience end-to-end performance across different stages and touchpoints
• Generate actionable insights that support internal stakeholders in the decision-making process
• Build data-driven recommendations to optimize productivity, value and customer delight
• Identify new customer experience opportunities and pain points
• Deliver the agreed program of insights (customer journey reviews across competitors, competitor promotional and, customer development plan, customer shipping habits)
• Champion the development of CX performance dashboard for a unified view
• Evaluate new CX projects and initiative launches
• Assess and predict CX outcomes that impact the return on experience and customer lifetime value
• Categorize, evaluate and monitor customer segments (Detractors, Passives & Promoters)
• Conduct competitive CX analysis and CX intelligence reports
• Correlate CX performance to commercial and operational performance metrics
• Set the requirements, processes, and reporting outcomes of NPS survey along with other research and reporting methodologies that represent VoC.
• Report weekly, monthly and Quarterly CX performance and feed insights across different forums
• Conduct qualitative and quantitative research whenever validation and further analysis is required
• Obtain and analyse data on customer behavior and emerging trends and presenting key findings and actionable insight to the wider team
• Recommendations for customer acquisition and customer retention

Qualifications

• A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.

• Minimum of 5 years’ experience in similar role, preferably within the Retail sector, Aviation or FMCG
• Solid experience with Customer Relationship Systems and KPI metrics
• Proficiency in MS Office, as well as CX and CRM software, such as Sales Force

Core skills:

• Extensive experience in gathering and interpreting customer experience information

• Familiar to online customer engagement platforms and channels
• Previous experience in managing and developing performance dashboards
• Exceptional interpersonal skills and a customer-centered approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skills