Senior Executive- Voice of Customer (UAE NATIONAL)

الوصف الوظيفي
Parisima strives to deliver world-class, bespoke recruitment solutions. From Board and Executive moves, through to talent mapping, strategic hiring projects and complex recruitment programmes across the region. Parisima excels in Recruitment Process Outsourcing (RPO), Permanent Placement and Contract Staffing. Parisima has the capability to create unique solutions to meet your talent requirements.

Our Client, one of the largest real estate development businesses in the Emirate, are seeking to recruit an EMIRATI/UAE NATIONAL Senior Executive- Voice of Customer.

The job holder will effectively manage customer communication and measure customer satisfaction across all channels and touch-points and provide insights on product improvements, service enhancements, and communication to eventually uplift the customer experience and engagement across the business.

The role will be key in ensuring that the customer’s evolving needs, wants, and expectations are understood and met in a timely manner.

Voice of Customer

Support the Customer Experience team build and implement a robust ‘Voice of Customer’ program that captures customer feedback and satisfaction across all customer journeys, touch points and channels.
Analyze customer feedback and provide the business with customer insights to define solutions that enhance customer experience and engagement.
Monitor customer satisfaction across all touch points and escalate issues as required to allow the business to promptly address customer complaints and poor experience.
Understanding business objectives and design customer surveys with relevant departments to discover customers’ preferences.
Ensure survey dispatch is automated and integrated with CRM systems. For manual surveys ensure dispatch is managed in a timely manner.
Periodically review the surveys to ensure they are reflective of the latest processes and customer journeys.
Creating and presenting reports that summarize customer insights and provide action plan per department.
Coordinate with other departments to integrate customer insights into their day-to-day activity and provide them with a dynamic view of the customers’ behavior.
Customer Communication

Support the implementation of a customer communication strategy to increase customer engagement.
Work with various departments to standardize communication across all customer channels.
Support with drafting and dispatch of customer communication/ EDMs via tools such as Salesforce Marketing cloud.
Ensure that all forms and templates sent out to customers are consistent and as per latest processes.

Market and Customer Research

Perform desk and secondary market research to generate market insights and prepare reports.
Conduct mystery shopping to track competitor project launches and activity.
Conduct analysis and prepare reports using internal customer and operational data.
Manage external agencies to deliver Consumer research studies such as Brand Tracker, Mystery Shopping, Ad evaluation, Market Segmentation, etc.

المهارات
Minimum Qualifications and Knowledge:

Bachelor’s Degree of Business Management or any discipline
Ability to interpret large amounts of data and identify key insights.
Good written and verbal communication skills.

Minimum Experience (number of years):

Min. 4 year’s relevant experience.
Preferably with prior experience in customer experience and service or in customer insights.
Previous experience in real estate industry is a distinct advantage.

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة الاستعانة بالمصادر الخارجية لخدمة العملاء; العقارات
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي التسويق والعلاقات العامة
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1

https://www.bayt.com/ar/uae/jobs/senior-executive-voice-of-customer-uae-national-4683361/