Client Service Director

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

At lxbfYeaa, we are seeking a seasoned Client Service Director to spearhead our client services division. This key role will be responsible for ensuring seamless and positive customer journeys, fostering a culture of excellence, and driving business growth through strategic client relationships.

Key Responsibilities
  • Provide strategic input on departmental strategy, goals, initiatives, and plans, and monitor their effective execution.
  • Foster a collaborative culture within the department, encouraging feedback and insights sharing across functional areas to enhance client service delivery.
  • Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and efficient communication regarding client projects and expectations.
  • Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
  • Assist in developing the annual budget, including all financial and staff requirements for the department.
  • Monitor operational performance, compare it to established objectives and goals, and report results accordingly.
  • Provide coaching, guidance, and support to employees in executing their work and ensure proper knowledge transfer to develop them and improve their performance.
Functional Responsibilities
  • Manage a team of technical professionals and provide leadership to achieve client satisfaction and operational excellence.
  • Develop and maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded.
  • Proactively engage with clients to understand their evolving business needs and align MEEZA's services accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
  • Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.
  • Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
  • Act as a commercial advocate, ensuring client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.
  • Champion the voice of the client within MEEZA, ensuring client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
  • Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
  • Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
  • Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.
  • Monitor the delivery of services to ensure they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
  • Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
  • Act as a single point of contact for the delivery process for IT service solutions on named accounts.
  • Publish regular reports/management information on the status of service performance.
  • Work with PMO to manage the delivery and implementation of complex technology solutions to clients and subsequent transition to in-life support.
  • Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.
  • Liaise with different departments about client queries to resolve any issues that arise.

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