Customer Experience Manager Required in Dubai - Dubai

Customer Experience Manager Required in Dubai

1.Customer Interactive Centre (CIC) management

Management of all Omni channel activities: Outbound & Inbound Calls, WhatsApp for Business, Email, Social Media.
Management of the Customer Interaction Centre, consistently improving day to day operations. Ensure the customer experience meets brand expectations by directly managing the Customer Interaction Centre team responsible with managing enquiries across Sales, Aftersales and Online community mgmt.
Maintain, monitor & analyse centre performance KPI’s and adjust targets accordingly. Assess baseline performance for % response rate, % passed to dealer, % conversion to sale across all outbound and inbound campaigns. KPIs: Average Handling Time of Leads, Reach Rate, Prequalification Rate, Quality of information captured in the call
Support brands with feedback capture and re-prospecting activities across the lifecycle (e.g. lost and open leads re-prospecting, etc.).
Updates to Marketing Teams: deliver measurement and reporting on impact of campaigns, and other related KPIs.
Ensure customer related matters received via Customer Care team are resolved in a timely and effective manner.
Tasks and volumes of CIC:
Lead Management (4-6k leads/ month) Monitor Web-help Reach Rate, Reach Time, Prequalification, governance of call scripts
Lead Re-prospecting (2-3k leads/month)
Lifecycle & Other Activities (500-1k leads/month, varies)
Customer Care Complaints (40-60/month) and Welcome Calls
Social Media Sentiment Tagging

2.Salesforce Leads Reporting and Data

Implemented and delivered the Digital Leads Portal for Sales leads transfer to the Dealer Network, via Salesforce
Deliver and Maintain Dashboards & Insights across Sales New Units and Used Cars Customer Care topics
Ensure Accurate Reporting of Contact Centre Lead Management activities is reflected in Salesforce
Ensure the leads management process is accurately reflected in the leads capture in Salesforce
Support Salesforce reporting enhancements (e.g. consumer insights reporting in SF, marketing activities etc.)

3.CEM for Sales and After Sales and Mystery Shopping

CEM – Customer Experience Management

Manage and deliver a seamless program steering the agency and in alignment with AG guidelines.
Manage the Customer Experience Management program, across sales and aftersales, and ensure support is provided to the dealer network for KPI achievement.
LiS – Aftersales Mystery Audits

Responsible with the Sales and Aftersales Mystery Shopping Program, including steetring of the agencies, reporting and ensure alignment with AG guidelines.
4. Support Brands for Customer Journey and CRM strategy

Deliver insights to Brands customer feedback at different touchpoints throughout the journey.
Support brands in mapping of the entire customer journey and establishing a customer communication strategy throughout the customer lifetime value (CLTV).
Support Brands in defining brand’s requirements for a CRM/CLM process.
5.Others

System Management: When required, support the implementation and development of new system solutions and interfaces, aiming for customer data excellency.

Financial Management: Manage and maximise the allocated budget with the CIC supplier, proactively looking for efficiencies.

Risk: Identify, manage and mitigate legal and reputational risk to brands and/or AVME through the activities within CIC.

SKILLS & EXPERIENCE

Strong written, verbal, and interpersonal communication skills in English and Arabic.
Exceptional communication, project and stakeholder management skills
Automotive industry background and experience.
Performance driven and of autonomous nature
Ability to understand complex business processes and manage them.
Exceptional eye for detail.
Strong customer care track record.
Strong understanding of how brand equity and image is affected by CRM activities
Experience managing CRM & agencies / contact centres to support CRM activity
Understanding of CRM systems (e.g. Salesforce, etc.)
Database performance analysis and optimisations for improved CRM activity
Please share your CVs with - soniya.jadav@vwgme.com

Posted on : 3 years ago, #134063, 11 views

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