- 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