Director of Customer Experience

Roles and responsibilities

Strategically lead the customer experience functions and teams to achieve department objectives in all aspects of Customer Care management and to align, improve and re-engineer all the processes between DP World and the customers through optimal use of technology (Digital Services, CRM, Workflow management etc.) to ensure that the services provided by DP World are meeting the customer requirements in terms of ease, contents, costs that engage retention capabilities with them. Attracting new customers and retaining existing customers is our goal

KEY ACCOUNTABILITIES:

Customer Experience

• Develop and manage the overall strategy of the Customer Service, digital service function of the company and its alignment to the overall business strategies.
• Manages the effective achievement of departmental accountabilities through the achievement of its targets and objectives as per its alignment to the organization’s objectives and department’s strategy while Identifying areas of concern and under performance to take corrective measures.
• Advance and maintain effective business relationships with key Customers like agents, freight forwarders, and custom clearance with highest standards of business ethics, whilst promptly attending to all critical issues in-order to ensure optimum customer satisfaction, understand future trends, and achieve maximum return on investment.
• Manage and conduct exit interviews for all customers who are planning to leave our business to negotiate their retention and provide them with alternatives and attractive solutions, and to attain reasons and feedback which help recommending corrective actions to support the sustainability and increase the customer satisfaction of our business.
• Review and improve all standards/ processes impacting the customers, identify areas of improvement for better customer satisfaction for ensuring optimal customer experience, and coordinate with the concerned stakeholders such as IT, Operations, and other departments.
• Handle all kinds of escalations on higher levels presented by clients and ensure resolving all kinds of complaints.
• Be on top of complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Receive, respond, and follow up on enquiries to ensure maximum conversion to business.
• Clearly define the role of customer help desk by identifying and emphasizing key functionalities that provide value added services and meets the requirements of customers and clients as well as day to day management of helpdesk activities.
• On top of the preparation of Initial Demand Request along with BRS-Business Requirement Specification for all related system enhancement / projects.

Business process improvement, E-Services (PCS), and CRM

• Review and enhance Customer Relationship Management (CRM) to incorporate all processes and systems as part of overall department strategy to attract and retain customers.
• Define and prioritize new processes that add value to CRM by providing immediate and efficient customer services.
• Ensure detailed customer profiles are established, and up-to-date business plans for each customer are maintained through appropriate database management.
• Responsible for the DP World suite of Digital Services enabled on our platforms (Website, Mobile App, and Port Community System)
• Evaluate the E-services provided to customers through Cargoes PCS (Port Community System) to identify and initiate time and cost-effective measures to improve the content and quality of services provided.
• Visit the DP World customers on a regular basis to obtain feedback on the DP World Digital Services and drive constant improvement.
• Develop customer and projects dashboard continuously to maintain up-to-date data to improve visibility of Digital Services, initiatives, and projects which help in providing any kind of information or data for reporting.
• Ensure data security is maintained in the IT system by protecting the privacy and interest of clients and key stakeholders.
• Manage service level agreements (SLA) and ensure online business transactions are effective, and performance driven.
• Arrange and evaluate data for container throughput and Business cargo owners’ performance.
• Utilize customer feedback and data analytics to enhance service quality and customer satisfaction.

Desired candidate profile

• Develop and implement a comprehensive Account Management strategy that aligns the company objectives and strategy.
• Serve as the lead point of contact for all customer account management matters.
• Build and maintain strong, long-lasting client relationships to grow business and help company expand customer portfolio and maintain existing business.
• Develop, maintain and grow business relations by Identify partnership opportunities
• Align with Logistics Management on agreed actions for clients’ visits. And ensure that all key decision-makers in the Accounts are engaged on a regular basis
• Be on top of customer account management to ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

Qualifications:

Bachelors/master’s in business administration, statistics or economics or relevant studies

Experience and Skills:

• More than 10 years of experience in Customer Experience, E-services, Product
• Management or relevant field
• Idel candidate should have ports or shipping industries and experience within GCC will be preferred.
• Business acumen: identify key revenue and cost drivers and understand their impact on an overall business case.
• Strong critical thinking, problem solving skills and confidence to operate in a customer centric manner.
• Innovation & digital oriented