senior director / operational director - cx & contact centre.

We are seeking an experience & talented individual who would challenge the status quo and thrive in innovation to deliver best in class customer experience. We welcome any individual who believes customer experience should be personalize and an unique endeavor for everyone. You will also work collaboratively across the organization to support development of customer strategies including value proposition, product offerings, customer journeys and supporting services which can lead to increased customer acquisition, customer retention and customer lifetime value.

• Lead and coordinate project teams to implement the resulting process improvements or to build new tools or product features
• Champion the voice of customers across the organization
• Relay actionable insights to relevant stakeholders in engaging and digestible formats – whether with tools and systems, reports, dashboards, or presentations
• Collaborate with other departments in formulating strategies to improve customer satisfaction across the entire journey
• Analyze the pre-and post-purchase customer journey to identify gaps and improvements using basic analytical and statistical techniques
• Combine qualitative sentiments with quantitative data to deliver more powerful presentations and recommendations
• Lead end to end projects from planning to completion, managing small cross-functional teams
• Spot gaps in available customer data and implement mechanisms for collecting customer sentiment
• Champions a customer-centric environment and helps teams to see the world from their customers’ points of view and empathize with their needs
• In touch with customer needs and trends and uses these to shape our strategy and approach in order to constantly improve customer experience
• Drives a culture focused on creating compelling customer experiences based on simplified and digitized customer journeys
• Committed to delivering strategically aligned objectives, creates plan to achieve with key milestones and measures
• Perseveres, tries new approaches to reach challenging goals and persists until outcomes and commitments are met
• Holds high standards for delivery of outcomes with a lens of continuous improvement
• Motivated and self-directed, identifying opportunities to grow and acquire new knowledge from a range of sources.
• Actively keeps abreast of industry trends and research and shares learning with team
• Conduct market and competitor analysis on trends and opportunities in e-commerce

skills and experience required

You should possess:

• >15 years of relevant career experience, preferably within a high-calibre customer experience leadership, management consulting or any e-commerce customer-focused role.
• Experience in transformation of customer operations and services, leading to measurable improvement
• Experience working on successful customer-centric work across physical and digital channels.
• Experience in research and analytical skills with great comfort in analyzing/modeling data in relevant tools
• Experience in stakeholder management, project management, meeting presentations and workshop facilitation
• Understanding of industry products, market trends, customer demands etc
• Understanding of Agile teams, processes, principles and ways of working
• Holds a Diploma or University Degree

To apply online, please click on the appropriate link.