Tuesday, 12 November 2013

Administrative Jobs in Dubai; Director, Customer Experience (Strategy & Measurement)

Job Title:        Director, Customer Experience (Strategy & Measurement)
Job Ref No.:        1035
Job Location:        Dubai, Al Salam Tower - Head Office
Company/Employer:    Emirates Integrated Telecommunications Company (du)

About du

du is a family of almost 2,000 people representing over 60 communities. 
This diversity allows us to communicate effectively with our customers and add life to life wherever possible. By offering fixed and mobile telephone services, broadband connectivity and IPTV services to millions of homes and businesses, we are well placed for a successful future.  We reward our staff in a variety of ways, including performance bonuses, in-house training programmes, spot awards, brand value nominations, talent pool initiatives, personal development plans and more. We offer competitive salaries and attractive benefits that include flexible working hours, annual leave tickets, discounted mobile rate plans,, education allowance for an unlimited number of children, job-based allowances such as travel and commission, and health insurance. And because we genuinely care about your welfare, our in-house clinic, library and subsidised restaurant are available to all du employees. The onsite gym, personal trainers, and swimming pool are free to utilise too.

The role holder is expected to add additional accounts to an individual portfolio and manage them effectively to deliver against set KPIs.
Skills & Experience.:     Minimum Experience:
• Minimum 10 – 15 years of experiencewith at least 5-7 years in a Marketing/ Experience role preferably in the Telecom industry.
• Experience in designing CE for consumer and enterprise customers
• 3 years of line management or project management experience engaged with Customer Experience themes.

Minimum Education:
• Masters degree in Marketing, Business administration or Telecom Engineering.

Knowledge & Skills:
• Management and leadership skills
• Excellent networking skills
• Understand telecommunications customer lifecycle.
• Ability to define the typical requirements of the various customer segments.
• Understand customer interaction at different touch points.
• Skilled in designing Customer Journeys and defining Customer experience processes.
• Expertise in design thinking and tools such as empathizing, storytelling and prototyping.
• Knowledge and awareness of market developments and thought leadership

Job Purpose.:    
The purpose of this position is to establish du’s Customer Experience vision and strategy, articulated in our Customer Promise, in line with du’s commercial strategy and customer needs.

Job Main Responsibilities:
• Provide thought leadership to the team, identifying opportunities for experience innovation and differentiation and uncovering new opportunities to drive growth in both the consumer and enterprise segments, across all channels.
• Establish the CE targets and organizational KPIs: customer, commercial and operational, monitor and report on performance against CE targets, identify insights and improvement areas and manage the CE initiative roadmap.
• Will be responsible for the Level 1 Customer Experience design as an effective brief to the organization on how we bring our vision to life for Consumer, Enterprise & Digital, all touchpoints (Retail, Digital & Customer Operations) in order to drive customer acquisitions, increase customer loyalty and retention and achieve du revenue and CE targets.
• Lead and manage the Customer Experience strategy and measurement team who will create the Customer Promise, seed the design thinking within du, uncover opportunities to improve, and establish and monitor our CE scorecard with objectives and organizational KPIs that drive organizational delivery.

Deadline Date: 25/11/2013

How to Apply: