Senior Vice President – Customer Experience

Job Purpose

Lead the customer experience department that is mandated to ensure a seamless customer experience across Aldar Group and it’s subsidiaries through embedding Aldar’s customer value proposition and customer centricity strategy.

Please note, this role is for a UAE national only

Roles And Responsibilities

• Develop or enhance customer journeys based on new trends/addressing key current gaps
• Implement strategic projects that will elevate the customer experience across the portfolio
• Coordinate and align with CXOs and dedicated CX specialist across the portfolio on key priorities and action items
• Develop frameworks, tools and methodologies to capture customers feedback and ensure actions are implemented throughout the portfolio
• Conduct studies, benchmarks, competitive analysis, annual consumer surveys for the Group as well as on demand request
• Ensure the philosophy of customer centricity is embedded throughout Aldar’s portfolio
• Ensure the strategic and monitoring CX teams are delivering their mandate on time and quality
• Prepare CX presentations for management and external stakeholders
• Continuously engage with internal stakeholders to drive results and add value
• Ensure effective and optimal utilization of the departments budgets across the year
• Set yearly NPS targets across the Group with supporting rationale and benchmarks
  
  
  

Qualification And Experience

RELATED YEAR OF EXPERIENCE:

Min of 15+ years of experience in a customer centricity or related field.

YOE IN MANAGERIAL POSITION: Min of 8+ years of related managerial experience.

FIELD OF EXPERIENCE:

• Real Estate experience in customer culture development
• Proven track record of effectively dealing with senior management
• Experience in leading multi-disciplinary initiatives required
• Preferably experience with Salesforce, Tableu, Qualtrics, Performance/Project Management Systems
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas
  
  
  

Technical And Interpersonal Skills

• Strong knowledge of customer service standards and customer quality delivery standards
• Proven strategic thinker with track record of innovation
• Strong conflict resolution/management skills
• Excellent communication skills – written and spoken English is essential. (Arabic preferred)
• Strong/Excellent presentation and business writing skills
• Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships
  
  
  

QUALIFICATION

Bachelor’s degree in any discipline; Advanced strong degree preferred.