Customer Experience Manager

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time
Job Description

This pivotal role at Qatar Airways shapes the customer journey, ensuring every interaction exceeds expectations. By focusing on innovative concepts and services, from check-in to lounges, departures, and arrival experiences, you set a new benchmark for customer experience. Your efforts enhance Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, reflecting a commitment to excellence. Working with a team of professionals, you lead initiatives that maintain and elevate our standards, ensuring the customer experience is a memorable part of the story that begins on the ground.

Key Responsibilities
  • Establish comprehensive engagement standards for hub and global airports, encompassing Check-In, Lounges, Departures, and Arrival environments.
  • Formulate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in collaboration with business owners for all ground service touchpoints.
  • Create a cohesive product and service strategy for global lounges, aligning with broader business objectives.
  • Integrate ground services and lounge strategies with strategic partnerships to enhance revenue, reduce costs, improve customer satisfaction, and ensure accurate representation of Qatar Airways.
  • Analyse data from Business Intelligence and Product Insights teams, as well as mystery shopper feedback, to develop products and services that surpass industry standards.
  • Collaborate with hub and network stations customer experience management teams for a consistent customer experience at every interaction point across the journey.
  • Conduct regular thorough evaluations of airport and lounge amenities, ensuring they adhere to established quality benchmarks.
  • Participate in the development of customer experience specifications for new check-in areas, lounge constructions, refurbishments, and upgrades.
  • Foster synergy among various customer touchpoints to ensure a seamless and superior customer journey.
  • Guarantee a cohesive and high-standard customer experience at every touchpoint, aligned with the product and service language across all customer touch points.
  • Design customized experiences for different customer segments to enhance satisfaction and create a distinctive service.
  • Utilize technology in ground operations and lounge services to enhance the customer experience, in partnership with the Manager of Customer Experience Design – Digital.
  • Lead the Ground and Lounge product development team from ideation to execution, including design evaluations, workshops, and problem-solving sessions, to guarantee successful product introductions.
  • Drive continuous improvements and innovations based on feedback from internal stakeholders and external customers.
  • Manage major product development projects, providing insights and recommendations on design and functional improvements.
  • Work with oneworld and partners alliance to ensure a smooth experience for customers transferring between airlines at the airport.

  • Customer Experience Manager

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time

    Job Title: Customer Experience ManagerThis is a pivotal role in shaping the customer journey, ensuring that every interaction a customer has with the ground experience is not only satisfactory but exceeds expectations.By focusing on innovative concepts and services, from check-in to lounges, departures and arrival experiences, you are setting a new benchmark...

  • Customer Experience Manager

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar UrbaCon Contracting & Trading Full time

    After Sales Manager RoleThe After Sales Manager plays a pivotal role in ensuring the post-sales process is optimized to drive customer satisfaction, retention, and loyalty. This involves overseeing a team responsible for handling customer inquiries, resolving issues, and providing exceptional support after product or service delivery.Key...

  • Customer Experience Manager

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time

    Job DescriptionThis pivotal role at Qatar Airways shapes the customer journey, ensuring every interaction exceeds expectations. By focusing on innovative concepts and services, from check-in to lounges, departures, and arrival experiences, you set a new benchmark for customer experience. Your efforts in enhancing Net Promoter Score (NPS) and Customer...

  • Customer Experience Director

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar UrbaCon Contracting & Trading Full time

    About the RoleThe After Sales Manager plays a pivotal role in upholding the Company's reputation by ensuring customer satisfaction, retention, and loyalty. This position oversees and optimizes the post-sales process, driving repeat business and maximizing customer lifetime value through exceptional post-sales service.Key ResponsibilitiesManage a team...

  • Customer Experience Director

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar UrbaCon Contracting & Trading Full time

    About the RoleThe After Sales Manager plays a pivotal role in upholding the Company's reputation by ensuring customer satisfaction, retention, and loyalty. This position oversees and optimizes the post-sales process, driving repeat business and maximizing customer lifetime value through exceptional post-sales service.Key ResponsibilitiesManage a team...

  • Customer Experience Director

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar UrbaCon Contracting & Trading Full time

    About the RoleThe After Sales Manager plays a pivotal role in upholding the Company's reputation by ensuring customer satisfaction, retention, and loyalty. This position oversees and optimizes the post-sales process, driving repeat business and maximizing customer lifetime value through exceptional post-sales service.Key ResponsibilitiesManage a team...

  • Customer Experience Ambassador

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Specialist. In this role, you will be responsible for delivering exceptional customer experiences, ensuring that every interaction with our customers is positive and memorable.Key ResponsibilitiesCustomer Greeting and Welcome: Greet and...

  • Customer Experience Ambassador

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Specialist. In this role, you will be responsible for delivering exceptional customer experiences, ensuring that every interaction with our customers is positive and memorable.Key ResponsibilitiesGreeting and Welcoming CustomersProvide a...

  • Customer Experience Representative

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Support Advisor. As a key representative of Tesla, you will play a critical role in delivering exceptional customer experiences and ensuring our customers are satisfied with their vehicles and energy products.Key ResponsibilitiesCustomer Representation: You...

  • Customer Experience Ambassador

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Key ResponsibilitiesAs a key member of our team, you will be responsible for delivering exceptional customer experiences. Your primary focus will be on ensuring that every customer leaves our showroom with a positive impression and a deep understanding of their new vehicle.Key TasksGreeting and Welcoming CustomersProvide a warm and welcoming experience for...

  • Customer Experience Representative

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Support Advisor. As a key representative of Tesla, you will play a critical role in delivering exceptional customer experiences and ensuring our customers are satisfied with their vehicles and energy products.Key ResponsibilitiesCustomer Representation: You...

  • Customer Experience Ambassador

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Key Responsibilities:Initial Customer Interaction: Greet and welcome customers as they enter the showroom, providing a positive and memorable first impression that sets the tone for their overall experience.Delivery Process Support: Assist with the delivery process, ensuring a seamless experience for customers, including showing them to their vehicle and...

  • Customer Experience Ambassador

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Key ResponsibilitiesAs a Customer Experience Specialist at Tesla, you will be the first point of contact for our customers, setting the tone for a positive and memorable experience.Delivering Exceptional ServiceEnsure a seamless delivery process, from greeting customers to final check-out, providing a high level of service and attention to detail.Provide...

  • Customer Experience Specialist

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar saleh al hamad al mana co. qatar Full time

    Key ResponsibilitiesWe are seeking a highly skilled Service Agent to join our team at Saleh Al Hamad Al Mana Co. Qatar. As a key member of our customer service team, you will be responsible for:Resolving individual customer issues in a timely and professional mannerUncovering opportunities for improvement and implementing changes to enhance the customer...

  • Customer Experience Representative

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Support Advisor. As a key representative of Tesla, you will play a critical role in delivering exceptional customer experiences and ensuring our customers are satisfied with their vehicles and energy products.Key ResponsibilitiesCustomer Representation: You...

  • Customer Experience Specialist

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar saleh al hamad al mana co. qatar Full time

    Job SummaryWe are seeking a highly skilled Service Agent to join our team at Saleh Al Hamad Al Mana Co. Qatar. As a key member of our customer service team, you will be responsible for resolving individual customer issues, uncovering improvements, and troubleshooting and reporting customer experience vulnerabilities.Key ResponsibilitiesAnswering questions or...

  • Customer Experience Associate

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Key ResponsibilitiesAs a Customer Experience Specialist at Tesla, you will be the first point of contact for our customers, setting the tone for a positive and memorable experience.Delivering Exceptional ServiceWelcoming customers to the showroom and ensuring a seamless delivery process.Providing a comprehensive product orientation, highlighting key features...

  • Sales and Customer Experience Director

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar CANDIDZONE QATAR Full time

    Customer Care and Sales Leadership OpportunityWe are seeking a highly skilled Sales and Customer Care Manager to lead our client's sales team in Doha. The ideal candidate will have a strong background in sales strategy, customer care, and team leadership.Leadership Experience: Proven track record of leading customer care teams in sales-oriented...

  • Customer Experience Specialist

    2 months ago

    Doha, Baladīyat ad Dawḩah, Qatar Boeing Full time

    Key ResponsibilitiesWe are seeking a highly skilled and detail-oriented individual to join our team as a Visitor Relations Spec C contract. The successful candidate will be responsible for providing exceptional customer service and ensuring a positive experience for our visitors.Key RequirementsAbility to work a varied schedule, including evenings and...

  • Customer Experience Quality Specialist

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time

    Customer Experience Quality SpecialistWe are seeking a highly skilled Customer Experience Quality Specialist to join our team at Qatar Airways. As a key member of our customer experience team, you will be responsible for ensuring that our digital systems and customer touchpoints meet the highest standards of quality and customer satisfaction.Key...