The Role
Leads customer experience performance monitoring and improvement across business units. Analyzes CX data, NPS, CSAT, SLAs, surveys, and customer feedback to identify pain points and recommend improvements. Develops CX strategies, standards, SOPs, guidance materials, and omnichannel communications while supporting customer-centric culture, engagement, satisfaction, and retention goals.
Summary Generated by Built In
JOB PURPOSE
Lead CX performance monitoring and improvement activities across all Aldar businesses, partnering with key leaders to enhance customer experience, driving increased engagement, satisfaction, and retention.
Please note, this role is for a UAE national only
ROLES AND RESPONSIBILITIES
CX monitoring and performance operations
• Assist in implementing all processes, procedures, and systems to manage day-to-day CX performance monitoring activities, ensuring high-quality of data analysis and insight generation.
• Support the achievement of NPS and CSAT performance targets across different business units.
• Track and evaluate the performance of Service Level Agreements (SLAs), conducting in-depth performance analysis and gap assessments to generate actionable insights that drive continuous CX improvement
• Collaborate with operational teams to ensure accurate and up-to-date customer information is consistently maintained in the CRM system
• Align CX improvement strategies with overall business goals, ensuring customer experience contributes directly to organizational growth and success.
• Benchmark CX performance against industry standards and competitors, providing insights and recommendations to stay ahead in the market.
CX Improvement Initiatives and Feedback Management
• Develop and execute CX improvement strategies based on evolving customer needs, market trends, and competitive analysis, ensuring long-term customer engagement, satisfaction, and loyalty.
•Oversee the collection of customer feedback and generate reports based on predefined cycles, highlighting customer pain points and recommending quick-win solutions.
• Roll out customer surveys to gather inputs on customer preferences and expectations, utilizing the data to drive CX improvements.
• Review key customer pain points and inform relevant teams of customer journey friction points that need to be resolved through actionable, clearly defined, quick-win CX improvements.
• Support in establishing a customer-centric culture and high standards of customer experience.
CX Communication Management
• Develop written and verbal customer correspondence materials including CX guidance manuals, Standard Operating Procedures (SOPs), CX standards, and experience principles, for consistent CX communication.
• Plan and manage omnichannel annual customer communications, coordinating with other business functions to ensure timely and effective execution of CX communication campaigns.
QUALIFICATION AND EXPERIENCE
RELATED YEAR OF EXPERIENCE:
Min of 6+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Product Management, or related field.
FIELD OF EXPERIENCE:
• Real Estate, Hospitality, and Education sector experience
• Knowledge of and experience with measuring and improving customer engagement, satisfaction, and loyalty across broad business areas.
TECHNICAL AND INTERPERSONAL SKILLS
• Ability to analyze large volumes of customer data, identify trends, generate insights, and identify actionable CX improvement opportunities
• Proficient in using CX metrics such as NPS, CSAT, and CLV performance
• Exceptional Excel skills with strong analytical capabilities to manage and analyze large data sets
• Exceptional PowerPoint presentation and business writing skills to communicate complex initiatives clearly and persuasively
• Expertise in interpreting Customer feedback through surveys, reviews, and direct customer interactions
• Good communication skills – written and spoken English is essential (Arabic preferred)
• Ability to build and maintain strong internal and external relationships
QUALIFICATION
• Bachelor’s degree in Business or relevant degree
Skills Required
- UAE national
- Minimum 6 years of experience in customer experience, digital strategy, management consulting, product management, or a related field
- Experience in real estate, hospitality, or education
- Experience measuring and improving customer engagement, satisfaction, and loyalty across broad business areas
- Bachelor's degree in business or a relevant field
- Ability to analyze large volumes of customer data and generate actionable insights
- Proficiency with NPS, CSAT, and CLV metrics
- Exceptional Microsoft Excel skills and strong analytical capabilities
- Exceptional Microsoft PowerPoint presentation and business writing skills
- Expertise interpreting customer feedback from surveys, reviews, and direct interactions
- Strong written and spoken English
- Arabic language skills
- Ability to build and maintain strong internal and external relationships
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The Company
What We Do
AlDar Properties was incorporated in 2004 by the founder, Mr. Sulaiman Al-Banai. The company is engaged in property management of multi-family residential properties & commercial properties throughout Doha, Qatar. We are focused on maintaining a large diverse portfolio of properties; furnished, semi-furnished & unfurnished. Here at AlDar Properties, we are committed in giving our valued customers the best quality at affordable prices, with no agency fee. We are simply the experts in the art of real estate with a team that is trained to understand all of your needs and provide you with clear expert advice to help you easily navigate the process and give you the best living experience
