Customer Experience Senior Manager

Job Description

<strong>Overview</strong><p><br></p><strong> Position </strong><p><br></p>Senior Manager Customer Experience<p><br></p><strong> Job Code </strong><p><br></p><strong> Reports to </strong><p><br></p><strong> Chief of Staff </strong><p><br></p><strong> Direct Reports </strong><p><br></p>Manager<p><br></p><strong> Division/Section </strong><p><br></p><strong> Department </strong><p><br></p><strong> Sector </strong><p><br></p><strong> Job Family </strong><p><br></p><strong> Role Purpose </strong><p><br></p>Execute the NEOM CX Program<p><br></p><strong>Key Accountabilities &amp; Activities</strong><p><br></p>Customer Experience<ul><li> Follow-up on initiatives related to enhancing the CX across NEOM</li><ul><li> Ensure timely delivery and project goals being met </li><li> Eliminate roadblocks that arise in initiatives </li></ul><li> Present progress of initiatives in committees</li><ul><li> Report progress to Chief of Staff, including health check on the CX program and ongoing initiatives </li><li> Coordinate CX program, measure progress against targets, success, and advocacy economics </li></ul><li> Ensure consistency and quality in NEOM across inner and outer loop processes</li><ul><li> Support follow-up and escalation process for closed loop feedback </li><li> Review callback reports and support huddles and coaching when needed </li></ul><li> Facilitate cross-functional initiatives and collaboration while clearing any roadblocks</li><ul><li> Participate in weekly meetings to discuss progress update </li></ul><li> Oversee the global CX training program development</li><ul><li> Design training and motivational initiatives to drive customer advocacy </li><li> Coordinate with HR to include CX Program in induction training </li></ul><li> Communicate NEOM’s goals and success stories with regards to CX Program </li><li> Collaborate with Corporate Functions, Regions/Sectors’ Heads to identify, develop &amp; meet professional development requirements</li><ul><li> Conduct tailored training for the branch staff on topics related to the CEX program </li><li> Circulate memos related to the CEX program based on input from the team </li></ul><li> Perform evaluations, monitor performance, and suggest improvements </li><li> Create and maintain cross-departmental relationships to enable leadership success </li></ul><p><br></p>People Management<p><br></p><ul><li> Help instill a culture of development, guidance, and performance </li><li> Take responsibility, in collaboration with the Chief of Staff, for building and maintaining a high-performance team </li><li> Participate in setting performance requirements and recruiting for key positions </li><li> Set performance objectives, provide necessary support, evaluate / appraise staff and provide regular feedback on performance </li><li> Promote a high-performance working environment embracing NEOM’s values </li><li> Develop and implement a program of capacity development for Division staff </li></ul><p><br></p><strong>Background, Skills &amp; Qualifications</strong><p><br></p><strong> Knowledge, Skills and Experience </strong><p><br></p><ul><li> 8 plus years of Customer Experience in a company having a successful &amp; recognized CX Program, working at a level where he/she is taking responsibility for the coordination of customer experience activities </li><li> Strong commercial acumen demonstrated while serving as a trusted confidant and advisor </li><li> Strong leadership skills and proven ability to simultaneously manage a wide number of different functional areas </li><li> A creative and agile approach to workplace challenges. </li><li> A proven ability to motivate staff and provide appropriate developmental opportunities that increase operational performance </li><li> Strong knowledge of Microsoft Excel, PowerPoint, BI and Access. </li><li> Strong organizational skills and attention to detail. </li><li> Strong oral and written communication skills. </li><li> Highly productive working under pressure and within time constraints. </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><ul><li> MBA / Masters in Marketing, Strategy, Innovation or other managerial qualification </li></ul><p><br></p><strong> COMMUNICATION – MAIN STAKEHOLDERS </strong><p><br></p><strong> Internal </strong><p><br></p><strong> External </strong><p><br></p><ul><li> Chief of Staff </li><li> Deputy CEO </li><li> Director PMO Corporate Functions </li><li> Corporate Functions’ Heads </li><li> Sectors / Regions’ Heads </li><li> Consulting Firms </li><li> Governmental Stakeholders </li><li> Potential Investors and affiliates</li></ul>