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Senior Manager, Customer Obsession

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  • Banking & Finance
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Job Details

Lead Customer Obsession initiatives, motivate and coach program managers for a high performance team and keep raising bar. Study and understand the customer needs on cross border shopping, define the program objective and product roadmap that appeals to customer needs. Lead the cross team activities and influence different stakeholders from both internal Customer Service and external to initiate the program according to the business strategy. Define and manage the end-to-end program management process, including governance and tracking with overall responsible for high quality delivery. Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Assist in developing and implementing training programs to improve the quality and productivity of the team. Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. Development, analysis and improvement of new strategies and procedures. Basic qualifications 5+ years of experience building and managing program teams Have exceptional cross-functional team management skills, strong business acumen, and analysis skill. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capability to lead multiple programs simultaneously. Excellent oral and written communication skills demonstrated ability to influence audiences including those at the senior leadership levels. Must be credible in leadership with stakeholders (business, product/program etc.) for strong team and results-oriented delivery. Strong problem solving, highly analytical, attention to detail with solid organizational skills. Strong sense of urgency and demonstrated ability to drive results Excellent priority-setting and time management skills Flexibility and adaptability; ability to successfully work under pressure, respond to shifting needs and manage multiple tasks at one time High professional standards and strong employee service mentality Ability to maintain confidentiality Presentation and facilitation skills; comfortable in front of small and large audiences Exceptionally high motivational levels and needs to be a self-starter. Good knowledge of MS-Office is a must.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Market Research | Marketing Strategy | Product /Brand Management | Telemarketing
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