Job purpose:
Your mission will be to ensure that every touchpoint with the customers is an opportunity to make their experience remarkable, engaging and efficient. In turn, they will not only remain loyal but refer others to join our community to achieve the membership targets.
You will set and implement the customer experience department processes, KPIs and programs as well as analyzing and mapping our customer’s journey and closely tracking their pulse to work on introducing initiatives to create a stellar customer experience that is like no other.
What do we expect from you:
General accountabilities:
- Set the annual budget including manpower plan and Operational expenses
- Set the hiring plan in collaboration with the HR, based on the business needs, required roles and workload
- Set the department targets, KPIs, SLAs, cSat and NPS
- Achieve and keep tracking the set targets and budget
Phase 1: Membership Process:
- Conduct membership process mapping to identify opportunities for improvement and proactively intervene to work on solutions
- Analyze customers’ complaints and ensure timely and quality feedback
- Establish and manage the membership process from beginning to end to ensure seamless and efficient process
- Measure the conversion rate and monitor target status
- Manage referral program process ensuring that members are motivated to refer potential members
- Revise customers’ bi-weekly feedback and address areas of improvement
- Introduce programs or initiatives to enhance customer experience scores
- Interview prospect customers as needed to ensure that they are meeting the selection criteria
- Ensure maintaining accurate and updated customers’ database
- Ensure timely membership renewal
- Manage and monitor the payment settlement in collaboration with the accounting team
- Ensure refund requests and process are attended to and managed as per the set process
- Constantly work on enhancing the surveying process to gather customer feedback
- Responsible for ensuring safeguarding business and customers’ data of all forms either sensitive or non sensitive or else will be subject to be questioned and to the applicable disciplinary action
Phase 2: Members’ experience using our service and facility:
- Conduct a customer experience journey mapping
- Set the CX standards and SLAs across all touch points starting from being a potential members all through being a member using the services and facilities
- Promote for superior customer standards across the whole organization in collaboration with the departments Heads and the People and Culture
- Develop the complaints management and escalation policy and procedures
- Monitor the complaints or inquiries tickets and ensure they are timely redirected to the concerned department and timely attended to and resolved according to the set SLAs and ensure the team escalate whenever necessary to get tickets closed
- Ensure the team stick to the set FAQ (Frequently asked questions) list or the set scripts while answering their inquiries
- Analyze ticketing reports to identify repetitive cases, delays or deviation from the set SLAs to address the issue and work collaborative with the concerned department to improve such cases.
- Lead the regular customer surveys and share the results with all the departments to work on developing the action plans needed and follow through their being deliveredConduct backend analysis and translate that into findings to either take the necessary actions or highlight important information that can drive decisions
- Analyze NPS reports, filter Detractors and communicate with them through different forums to get more insights about areas of dissatisfaction and work on the necessary action plans
- Constantly connect and establish bond with the customers as much as possible to listen to their feedback and show them that their opinion matters
- Constantly and collaboratively work on initiatives aiming at enhancing customer experience
People Management:
- Champion RYZE culture and stand as a role model for the team
- Ensure the Customer experience team are well trained and well knowledgeable about the set standards
- Discuss and agree with the team on their objectives and regularly follow up and track the set KPIs
- Work on mapping the talents of the team and on the best way to utilize these talents while in the meantime challenge them and provide them with the needed support and guidance to support their career evolution
- Ensure providing a healthy motivating working conditions aiming at getting the best of the team while keeping them excited and committed to deliver on their objectives
Health and Safety:
- Strictly adhere to the Health, Safety and Environment instructions at all times.
Continuous improvement::
- Constantly work on assessing the set customer related processes and test new strategies for driving customer value
- Continuously work on innovating initiatives with the team and across the whole organization to ensure offering an unparalleled customer experience
- Drive a culture of innovation and continuous improvement
What do you need to perform your role:
To perform your job successfully, you need to have the following minimum requirements:
Education and experience:
- Bachelor degree in a relevant discipline
- 8+ year of experience in the same position preferably in hospitality, recreational or community management industry
Skills and knowledge:
- Experience in CRM systems is an asset
- High customer centricity
- High anticipation skills and proactive to avoid any frustration/threats to the member
- High planning skills.
- Project Management skill is preferable
- Excellent communication and Presentation skills
- Very good negotiation skills and has the ability to influence and drive change across the whole organization
- Excellent English verbal and written
- Excellent computer skills