Customers Experience Director

Description

Summary: Seeking an experienced Customer Experience Director to lead strategy, improve customer journeys, and enhance team performance. Highlights: 1. Lead customer experience strategy and initiatives for satisfaction and loyalty 2. Develop customer service teams and improve service delivery 3. Analyze customer journey data and implement continuous improvements Customer Experience Director **Company:** Kaliteli Mail Services **Location:** Ruwi, Muscat, Oman **Salary:** OMR 1,950 / month Job Description Kaliteli Mail Services is seeking an experienced **Customer Experience Director** to lead customer experience strategy, service quality, and customer satisfaction initiatives. The ideal candidate will have strong leadership skills and a proven ability to improve customer journeys, service standards, and team performance. Responsibilities * Develop and implement the company’s overall customer experience strategy. * Lead initiatives to improve customer satisfaction, retention, and loyalty. * Monitor customer feedback, complaints, and service performance. * Analyze customer journey data and identify areas for improvement. * Establish and maintain customer service standards and procedures. * Lead, coach, and develop customer service teams. * Work closely with operations, sales, marketing, and support teams to improve service delivery. * Develop performance metrics and track customer experience KPIs. * Resolve escalated customer issues and ensure timely solutions. * Implement customer feedback programs and continuous improvement initiatives. * Prepare customer experience reports and present insights to senior management. * Ensure consistent and professional customer interactions across all channels. Qualifications * Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. * 7\+ years of experience in customer experience, customer service, operations, or a related field. * Proven experience in a senior leadership or director\-level position. * Strong knowledge of customer journey mapping and service improvement strategies. * Excellent leadership, communication, and problem\-solving skills. * Strong analytical abilities with experience using customer feedback and performance data. * Experience managing and developing customer service teams. * Strong understanding of CRM and customer service platforms. * Ability to handle complex customer issues and make sound business decisions. * Excellent organizational and project management skills. الراتب المدفوع: ﷼٠٫٠٠٠ لكل شهر موقع العمل: بشكل شخصي