Manager - Customer Experience Systems
Jazeera Airways is seeking an experienced and innovative Manager - Customer Experience Systems to oversee and enhance end-to-end customer communication systems. This pivotal role involves the design, implementation, and management of integrated CRM platforms, social listening tools, and communication channels to ensure a seamless and efficient customer journey.
The ideal candidate will have proven expertise in implementing customer experience systems across multiple touchpoints, with a focus on NPS/CSAT improvement, integrated consumer communication, and creating a unified customer view. Experience in designing and implementing chatbots is required to automate and enhance customer interactions.
Responsibilities and Duties:
System Implementation & Custodianship:
- Serve as the custodian of customer experience systems, ensuring optimal functionality, scalability, and integration across all consumer-facing channels.
- Lead the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
- Develop a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
- Oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.
- Design and implement chatbots and AI-powered tools to automate repetitive tasks and provide efficient, real-time customer support.
Customer Communication Management:
- Design and manage an integrated communication platform to ensure consistency and efficiency in customer interactions across email, chat, SMS, social media, and call center channels.
- Monitor and optimize customer touchpoints to ensure first-level responses meet predefined service level agreements (SLAs).
- Implement social listening systems to gather actionable insights from customer feedback and improve service delivery.
- Ensure communication channels support personalized, timely, and accurate customer engagement.
Process Optimization:
- Streamline workflows for customer queries and issue resolution to improve response time and reduce operational costs.
- Automate repetitive customer service tasks using AI and chatbot technologies to enhance efficiency.
- Identify gaps in the customer journey and implement system or process improvements to address them.
Stakeholder Collaboration:
- Work closely with the Call Center, Terminal Operations, Ground Operations, Sales, Marketing, and Social Media teams to align customer experience initiatives with business objectives.
- Facilitate regular cross-departmental meetings to gather insights, address system-related challenges, and implement actionable solutions.
- Partner with IT (Digital Transformation) to ensure seamless integration of customer experience systems with other operational platforms.
Customer-Centric Innovation:
- Leverage social listening and data analytics tools to identify trends and emerging issues, providing recommendations for system enhancements.
- Drive initiatives that enhance Net Promoter Score (NPS) and Customer Satisfaction (CSAT) by focusing on pain points in the customer journey.
- Utilize CRM data to personalize customer interactions and build stronger relationships across all touchpoints.
Performance Analysis and Reporting:
- Develop and monitor KPIs to evaluate the performance and cost-effectiveness of customer experience platforms and communication channels.
- Regularly report on NPS/CSAT metrics, first-level response rates, and cost per customer interaction to senior leadership.
- Use insights from customer data to refine strategies and recommend improvements.
Requirements and Qualifications:
- Bachelor’s degree in Business Administration, Information Technology, Marketing or a related field.
- Minimum 7+ years of experience in customer experience systems management or a related role.
- Proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels.
- Mandatory: Hands-on experience in designing and implementing chatbots to improve customer service efficiency.
- Experience in managing customer engagement in airlines, hospitality, or other service industries is preferred.
- Deep understanding of CRM systems, social listening tools, chatbot technologies, and customer communication platforms.
- Strong project management skills, including experience leading cross-functional teams.
- Analytical mindset with the ability to leverage data to drive decisions.
- Excellent communication skills to effectively liaise with technical and non-technical stakeholders.
- Knowledge of customer experience best practices and trends in digital transformation.
