Job Purpose
At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!
The Manager Contact Centre Customer Experience & Business Improvement will be responsible for the delivery of an exceptional and consistent customer experience across EK global retail offices and contact centres. Ensure standard processes and procedures are in place to provide a consistent customer experience across multiple channels. Support the launch of new products and programmes by ensuring teams are aware, trained and ready to deliver and continually improve on current standards to grow the EK brand value.
In This Role You Will
- Create new ways to measure and improve customer experience. Work with internal and external measurements to ensure we measure our customer experience performance. Analyse data and prioritise programs, projects and changes to improve. Define project scope and which projects to implement based on priority and return on investment. Keep track of project timelines and ensure delivered to spec and on time
- Actively research new ways to deliver service. Review customer experience trends both within EK and externally to ensure we are adopting best practices. Look for ways to manage customer interactions in the most productive way including reducing repeat calls, improving on line content and using self-service options to reduce interaction volume.
- Develop and maintain relationships with other HQ and outstation teams to engage them and drive programs within their business. Share knowledge across departments by providing feedback to them on the market reaction to strategies, obstacles to implementation and the success and results of such strategies in stations to help improve overall customer experience and reduce interaction volume.
- Communicate and ensure adoption of best practices in the retail offices and contact centres. Ensure reservations, product and organizational processes are agreed and communicated to allow retail and contact centres to service customer interactions correctly and to provide a common customer experience across the network. Regularly review these processes to ensure they are fit for purpose and benefit both the customers and the business.
- Review empowerment frameworks and processes regularly to ensure a balance between allowing teams to carry out their roles quickly and efficiently whilst keeping company revenue secure. Work with internal departments (Internal Audit, Revenue Accounts) to actively look for areas to improve fraud control and exception reporting.
- In collaboration with L&D set the strategy for training and development of the retail and contact centre teams. Ensure training programs are fit for purpose for all levels with the teams. Conduct evaluation reviews assessing station performance against agreed Key Performance Indicators, focusing on the ability to consistently deliver against agreed objectives. Review & challenge performance and established methods of working, developing an innovative culture continually striving to maximize the performance of the group.
- Provide input into the Retail Offices global strategy and communicate, lead and manage the retail offices to achieve this. Review and overcome local market constraints to ensure that strategy is implemented in a consistent manner across the network. Communicate and regularly monitor the regional commercial objectives & strategies for retail outlets and reservation offices focusing on revenue, brand, productivity and quality.
- Establish, agree and monitor performance measures for the contact centre and retail office management.. Set objectives across contact centres and retail offices that influence and drive improvements in performance and engage teams to deliver on KPIs.
- Through mentoring, development and coaching lead the Retail and Contact Centre customer experience team to deliver on their goals.
Qualification
In order to be successful in this role, you must meet the below requirements:
- 10+ years experience in Commercial/Sales.
- Degree or Honours (12+3 or equivalent).
- Experience in contact centres and retail offices, managing small to medium size projects and people management of large direct and indirect teams.
- Knowledge of Customer Experience methodologies, trend and programs.
At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. so if you're looking for a challenging and rewarding opportunity, apply today and join our team!
Salary & benefits
Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That's on top of transport benefits, life insurance and more. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers
