Develops sustainable strategies that support investment, provider and employer of choice.
Ensure high level of technical expertise and services in the fields of Customer Care and continuous improvement.
Ensure that the department is strictly following the Continuous Improvement methodology (GEMBA, PDCA, LEAN, ETC…)
Formulate and communicate Customer Care policies, performance measures and voice of the customer to the Country Manager
Support the development of the Customer Experience Strategy of the Carrefour by primary market research, internal consulting, business analysis, and projects in all Customer Care functions.
Create flow mapping for the existing customer journeys and support in the future one.
Prioritize enhancements following the 80/20 rules.
Ensure all strategies are aligned with the four pillars (motivate people, customer at heart, loyal customers and cost-efficient department).
Develop, install and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision.
REQUIREMENTS
Bachelor's degree in business management.
7-10 years in managing Customer Care, VOC.
Certified six sigma & Project Management.
English & Arabic Languages (Full professional proficiency - Required).
Deep knowledge and understanding of Customer experience tools (NPS, VOC, CSAT, CES, etc.…).
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