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The Assistant manager - CX will be mainly responsible for enhancing the customer experience at every point of the customer journey and will be working closely with sales and service to implement processes and initiatives to achieve service excellence and integrate the learning to improve customer experience. CX manager will play an integral role in rolling out the I care program and support in achieving service excellence and should be acting as the BDC manager to coordinate the BDC program across the sales and service functions
Key Accountabilities
- Work as a catalyst to implement the BDC culture and assist to improve main BDC KPI’s across sales and service
- Create synergy and integration between call center and sales / service towards achieving BDC
- Manage & Coordinate the I care program across the automotive GM group
- Provide strategic advice, counsel and recommendations on customer engagement and experience matters to influence organizational strategy, decisions and initiatives
- Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with organization customer service vision and strategies
- Advise the Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response
- Ownership of Customer satisfaction analysis and Mystery shopping and act as main support element to improve these metrics (NPS, CSI , MS etc…)
- Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers
- Lead and/or direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models
- Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors
- Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimize customer experience
Job Details
| Posted Date: | 2021-08-01 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Marketing and PR |
| Company Industry: | Automotive Dealership & Distributor; Automotive Manufacture |
Preferred Candidate
| Career Level: | Mid Career |
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Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Assistant Manager - Reception - Career Hunters-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
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