NEOM Looking for Customer Experience Senior Manager at Saudi Arabia Full Time

Position

Senior Manager Customer Experience

Job Code

Reports to

Direct Reports

Manager

Division/Section

Department

Sector

Job Family

Role Purpose

Execute the NEOM CX Program

Key Accountabilities & Activities

Customer Experience

• Follow-up on initiatives related to enhancing the CX across NEOM
• Ensure timely delivery and project goals being met
• Eliminate roadblocks that arise in initiatives
• Present progress of initiatives in committees
• Report progress to Chief of Staff, including health check on the CX program and ongoing initiatives
• Coordinate CX program, measure progress against targets, success, and advocacy economics
• Ensure consistency and quality in NEOM across inner and outer loop processes
• Support follow-up and escalation process for closed loop feedback
• Review callback reports and support huddles and coaching when needed
• Facilitate cross-functional initiatives and collaboration while clearing any roadblocks
• Participate in weekly meetings to discuss progress update
• Oversee the global CX training program development
• Design training and motivational initiatives to drive customer advocacy
• Coordinate with HR to include CX Program in induction training
• Communicate NEOM’s goals and success stories with regards to CX Program
• Collaborate with Corporate Functions, Regions/Sectors Heads to identify, develop & meet professional development requirements
• Conduct tailored training for the branch staff on topics related to the CEX program
• Circulate memos related to the CEX program based on input from the team
• Perform evaluations, monitor performance, and suggest improvements
• Create and maintain cross-departmental relationships to enable leadership success

People Management

• Help instill a culture of development, guidance, and performance
• Take responsibility, in collaboration with the Chief of Staff, for building and maintaining a high-performance team
• Participate in setting performance requirements and recruiting for key positions
• Set performance objectives, provide necessary support, evaluate / appraise staff and provide regular feedback on performance
• Promote a high-performance working environment embracing NEOM’s values
• Develop and implement a program of capacity development for Division staff

Background, Skills & Qualifications

Knowledge, Skills and Experience

• 8 plus years of Customer Experience in a company having a successful & recognized CX Program, working at a level where he/she is taking responsibility for the coordination of customer experience activities
• Strong commercial acumen demonstrated while serving as a trusted confidant and advisor
• Strong leadership skills and proven ability to simultaneously manage a wide number of different functional areas
• A creative and agile approach to workplace challenges.
• A proven ability to motivate staff and provide appropriate developmental opportunities that increase operational performance
• Strong knowledge of Microsoft Excel, PowerPoint, BI and Access.
• Strong organizational skills and attention to detail.
• Strong oral and written communication skills.
• Highly productive working under pressure and within time constraints.

Qualifications

• MBA / Masters in Marketing, Strategy, Innovation or other managerial qualification