Key responsibilities

• Develop and implement customer experience strategies.
• Monitor and analyze customer feedback and satisfaction metrics.
• Lead initiatives to enhance overall customer satisfaction.
• Implement and manage customer feedback mechanisms.
• Collaborate with cross-functional teams to improve customer touchpoints.
• Address and resolve customer concerns and escalations.
• Conduct regular training for staff to enhance customer service skills.
• Establish and maintain customer service standards and protocols.
• Implement loyalty programs and customer retention strategies.
• Prepare and present reports on customer experience performance.
• Manage and control the unit’s projects to ensure project cycle completion.
• Guide and assist employees by direct reports to perform their functional operations.
• Oversee and manage the unit’s staff to ensure motivation, training, and accountability.
• Set performance objectives, provide support, and evaluate team performance.
• Ensure compliance with communication and information security policies.
• Manage development and implementation of unit’s policies, procedures, and processes.
• Ensure compliance with relevant policies, procedures, and processes to achieve operational excellence.