Job Role:
Lead and manage the Customer Engagement Center (CEC) across Nissan, Infiniti, Renault, Auto Central, Leasing and CPOV, overseeing voice, non-voice and digital customer interactions. The role is responsible for delivering a consistent, high-quality customer experience through operational excellence, performance management, technology, data analytics and continuous process improvement.
Core Responsibilities:
- Develop and implement the CEC strategy across all brands and customer interaction channels, including voice, WhatsApp, live chat, social media and digital platforms.
- Lead and manage a team of 23 employees, covering performance management, workforce planning, coaching, training, engagement and talent development.
- Drive operational performance against key CEC KPIs, including service levels, response times, quality, customer satisfaction and digital response SLAs.
- Oversee customer complaints, escalations and service recovery, ensuring timely resolution and root-cause analysis.
- Use AI speech analytics, Voice of Customer (VOC) insights and performance data to identify customer pain points and drive service and process improvements.
- Manage digital engagement and community channels, ensuring timely responses, accurate information and consistent brand communication.
- Develop dashboards and performance reports, providing actionable insights to Sales, Aftersales, Marketing and senior leadership.
- Partner with IT and external vendors to maintain and enhance CEC systems, CRM, telephony, IVR, digital platforms and analytics tools.
- Continuously improve SOPs, workflows, call scripts and processes to improve efficiency and customer experience.
- Work closely with Sales, Aftersales, CX, Marketing and other stakeholders to align CEC operations with broader business objectives and customer experience strategy.
- Ensure compliance with UAE data protection requirements, internal policies and applicable regulatory standards.
Background & Experience:
- 5–7 years of relevant experience, including at least 2 years in a managerial role.
- Bachelor's or Master's degree in Business Administration, Psychology or a related field preferred. Technical Diploma or equivalent experience may also be considered.
- Strong experience in customer engagement, contact center operations, customer experience or a related environment.
- Strong understanding of modern communication channels and the digital marketing ecosystem.
- Proven customer retention and customer experience mindset.
- Experience managing and developing teams, with the ability to handle complex and culturally diverse stakeholder relationships.
- Strong data analysis, reporting, problem-solving and critical-thinking skills.
- Strong leadership, collaboration and project management capabilities.
- Professional certification is preferred.
- Knowledge or training in CX strategy, journey mapping, data analytics, crisis and conflict management, Agile/Lean methodologies and speech analytics is advantageous.
