Customer Experience & Communications Manager – Emirati National Full Time

About you:
Focused on building lasting and meaningful relationships with our customer
Motivated and engaging
A good communicator
Detail orientated
Able to take responsibility for your actions, turning problems into opportunities
Committed to doing the job safely
Can Innovate and embrace change
A team player
Understands the role expectations and delivery
Passionate about customer experience
Strong interpersonal skills, ability to communicate and influence a diverse audience
Has experience in delivering learning and development programs, such as induction, soft skills training (e.g., customer service, communication skills, leadership)
Experienced and passionate in hosting and facilitating workshops, training and events.
Demonstrated ability to deal with ambiguity, complaints and solve problems effectively.
Interest in continuous improvement and development of new technologies.
Excellent organizational and communication skills are required.
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Languages: Must be fluent in English and Arabic
Excellent PC skills, proficient in Microsoft Word and Excel.
Preferred experience in Hospitality, Retail or Customer Experience discipline

What this job involves:
Support Regional Director with Exceeding the Clients and Global CX expectations.
Drive success, engagement, and continuation of culture change throughout the operational teams.
Lead and drive communication on “good news” stories to the client.
Encourage proactive communication throughout entire life cycle of feedback surveys.
Lead adhoc surveys – such as: Mystery shoppers etc.
Support with Community and engagement events – such as World FM Day, World Environment Day, and local community events.
Supporting the Customer Experience Academy across the region to foster a more personal and enhanced level of service at every touch point.
Evaluate Guest service provisions in all relevant countries and develop consistent approach (aligned with Global) to drive consistent and effortless service through the portfolio.
Develop and drive initiatives in line with the ethos of the Customer Experience strategy through Service, Experience and Community
Support and guide Experience Ambassadors whilst aligning with the global CX strategy.
Lead monthly Experience Ambassador meetings to ensure regional Experience Ambassadors are connected and aligned.
Prepare reports for operation reviews, client meetings, etc.
Initiate, lead, and drive customer journey mapping across the region.
Report on Customer Experience initiatives during regional updates and SORs
Drive and challenge the Customer Experience mentality within the business through innovation.
Create exceptional and memorable experiences