about 2 years ago
Head of Customer Experience
A leading retailer in Kuwait is currently looking for an experienced head of customer service to effectively lead their customer care division.
Key Responsibilities include:
- Leading a team of senior managers to improve customer journey processes.
- Develop and communicate customer care strategies.
- Ensure effective and consistent services through various channels of communication
- Support business growth strategy by creating action plans and setting realistic goals across the organisation.
- Manage and develop the department's KPI's.
- Effectively manage the contact call centres to ensure a speedy yet effective service.
- Control and manage fiscal budgets, whilst managing the team's headcount.
- Experience in Retail or Hospitality is mandatory.
- Experience working and managing a large operation.
- Proven ability to think commercially.
- Ability to effectively manage stakeholders and to turn a negative experience into a positive and memorable one.
- Creative thinker with the ability to manage a multicultural team.
- At least 8 years of experience in customer service with a proven track record of success.
Please note, we will only be able to get in touch if your experience matches the criteria.
The SR Group (Dubai) Limited is acting as an Employment Agency in relation to this vacancy.