Manager of Customer Experience

3 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

We are seeking an experienced Manager of Customer Experience to lead our client services division at lxbfYeaa. The successful candidate will be responsible for delivering exceptional customer experiences, driving business growth through strategic client relationships, and fostering a culture of excellence within the organization.

Responsibilities
  • Provide 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.
Requirements
  • Commercial awareness to understand the business implications of technical service delivery and identify opportunities for expanding client engagements.
  • Ability to translate client feedback into actionable insights for continuous improvement in service delivery and client satisfaction.
  • Strong communication skills to effectively liaise between clients and internal teams, ensuring a unified approach to delivering client satisfaction.
  • Strong people management skills, with a focus on collaborating with and developing others.
  • Excellent client relationship management skills to build and maintain strong partnerships with clients, ensuring high satisfaction and retention.
  • Demonstrated success in delivering complex IT solutions for enterprise clients in a multi-tenant organization.
  • Strong understanding of enterprise technologies, including data centers, WAN/LAN networks, server technologies, applications, and enterprise management systems.
  • Experience with the client management lifecycle is a distinct advantage.
  • Comprehension of technology and process frameworks, including LEAN/Six-Sigma, CMMI, TIA-942, Zachman, and The Uptime Institute.


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