Senior Customer Experience & Insights Manager GDA- Dubai
Al Futtaim Private Company LLC, United Arab Emirates

Key Accountabilities:

• Responsible for devising and delivering best-in-class and commercially actionable thought leadership research by identifying key industry topics/issues and using innovative methodologies to build compelling research stories around them.
• Create commercial opportunities through new and existing research, presenting compelling customer arguments that empower the brand teams to drive customer satisfaction and commercial revenues.
• To represent and present the Automotive Division CX Data and AI team point of view across the organisation.
• To work closely with the individual Automotive brands to assist in enhancing overall Customer Experience across key customer touchpoints including but not limited to our network of showrooms, service centres, customer service / contact centres and our digital channels.
• Insuring customers insight are at the forefront of decision-making at a strategic level for both the operational and commercial parts of the business
• To bring to life customers’ and market information in a way that stakeholders find powerful.
• To present, influence and negotiate with senior stakeholders to ensure customer insights are reflected in product and commercial output
• To highlight the strategic and tactical consequences of the analyses undertaken and to present these in ways that are understandable and engaging to non-specialist audiences, up to board level.
• Accountability to create and recommend new initiatives that lead to a significant increase in the overall customer experience among our retail, corporate and SME customers. Further - continuously demonstrate the return of investment on customer experience initiatives to bottom line.
• To use a range of techniques for analysing data and disseminating findings, ensuring that presentations are understandable to the non specialist audience.
• To work with external partners to deliver effective Customer Experience programs including but not limited to voice of customer surveys, mystery shopping programs, marketing communications
• Continually develop NPS, CSV, Mystery Shop, Best Practice processes and by means of sophisticated measurement, maximize the ability to maintain revenue growth by optimizing the use of important journey data points.

Job Context

• The incumbent will need actively engage with the brands including MDs and their respective leadership teams to ensure alignment to their Customer and Analytics strategies and work with them for the adoption of best practise and optimization of both the business process and system to fully optimise and enhance the customer experience.
• Other key stakeholder’s include EIT, Vendors, External consultants, Training and Auto PMO teams. Matrix management and achievement of cross-organisational goals are critical components.

Qualifications, experience, & skills:

University degree, with a background in marketing / statistics / data analytics is preferred.

Substantial experience in a market analysis environment, including experience of international market research and methodologies (preferably in Customer Service business/set up)

Excellent storyteller as in bringing data to live through data and insights.

Demonstrable experience in successfully managing stakeholder relationships at a senior level

Ability to build relationships with customers and stakeholders to gain in-depth understanding of Customer problems and needs

Ability to present customer analysis in a compelling way and in a manner that engages all stakeholders. Ability to interpret data and recommend action on a variety of analyses.

Demonstrable experience of leading projects proactively from start to finish

Analytical and Results Data driven

Excellent with MS PowerPoint Excel

Very organized with very high level attention to details

Fluent in English

Strong communication skills (written and verbal)

Analytical and problem solving skills

Planning and execution

Ability to self-manage and self-motivate

Strong communication skills; ability to work with a variety of stakeholders including executives

Job-Specific Skills:

Strong communication skills (written and verbal)

Strong stakeholder management experience

Ability to self-manage and self-motivate

Strong analytical thinking, problem solving, resourcefulness and time management capabilities

Proven record of delivering business impact

Experience working with data analytics tools and reporting platforms

Excellent documentation and communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives

Behavioural Competencies:

A team player, able to play an active part in a management team that creates and implements a shared vision for the future and works together collaboratively and effectively.

Effective negotiator.

Exceptional planning and organizational skill

Strong communication and influencing skills

Quality and result orientated

Be strategic yet hands on

Commercial and cultural awareness

Interpersonal effectiveness and relationship building in multicultural environment

Leadership and Team building

Job Rewards and Benefits