Regional Customer Experience Manager
Alshaya Group
مجموع سنوات الخبرة :4 years, 9 أشهر
Implement guest and customer experience strategy in MENA. Work with Brand teams and Support functions to drive KPIs: CSAT, NPS, Mystery Shopper program and complaint resolution to promote guest and customer satisfaction and retention. Collaborate with and manage relationships with vendors. Implement digital transformation projects to drive experience. Oversee a team of customer service managers to aid with the delivery of the strategy.
• Execute experience strategy across all stores and restaurants to deliver world class service
• Implement Voice of Customer and Mystery Shopper programs to monitor service levels and develop relevant action plans to elevate service levels in collaboration with brands. Led cross - team projects that identify customer pain points and put forth recommendations to help reduce recurring complaints
• Analyze customer data and develop dashboards and executive reports for brands and divisions
• Digital projects: UAT Team Leader for a new loyalty program application and member portal (in Arabic), oversaw completion of 2000+ test cases and resolution of 200 bugs.
• Provided coaching, leadership, and performance management to the customer service team
• Reported KPI performance to Senior leadership team
Drove customer /guest strategy in KSA. Led Brand teams and Support functions (e.g., Central Operations) to drive customer KPIs: NPS, Mystery Shopper program and complaint management. Led cross - team projects to address pain points and embed solutions in operating procedures. Led eforts to upskill Saudi store teams on selling and service recovery. Supported Saudization eforts; provided leadership, coaching and performance management to customer service team. Delivered department objectives in line with organizational goals
• Drove customer KPIs with brands and core divisions. By Q4 of 2019, successfully reduced complaints by 3%
• Worked with internal stakeholders to resolve key pain points for customers and recommended preventative solutions
• Executed 250+ store observation and coaching visits each month in key stores. Provided sales and service training to Saudi store teams. Improved Mystery Shopper visit scores by 15% in 2019
• Supported Saudization: recruited, trained, and developed 2 Saudi women, one of whom currently runs the Saudi Contact Centre (15 persons). Collaborated with Learning & Development team to deliver customer training sessions for Saudi store staf. Delivered 10+ sessions with 90% satisfaction rates in 2019
• Supported with establishment of 1st Saudi based Contact Center operations in 2020. Trained, coached and performance managed 10+ agents
• Reported KPI performance to leadership team
Implemented a sustainability program (product) aimed to raise awareness about childhood obesity in Saudi Arabia schools. Worked to get contract signed of with key parties and obtain product. Established and maintained partnerships with key stakeholders, including customer, adapted product and designed post- program evaluation to pilot program in 20 government schools (customer). Provided training, technical support, advocacy and resolved customer issues. Led a team of 3, managed program budget and reported KPIs progress to Program Director and CEO
• Led discussions with key Government bodies (customer) and Service partner to finalize contractual agreement. Worked relentlessly with key teams to sign of on contract
• Customer success: adapted product for local context, facilitated translation into Arabic and provided Train the trainer sessions for teachers (customers) prior to implementation phase
• Implemented product in 20 schools in September of 2016. Provided onboarding, technical support, advocacy and resolved customer complaints as needed. Highlighted product value to create loyalty
• Received 85% satisfaction rates and the request to continue the following year. Successfully achieved KPIs
B+