Customer Experience Manager
- دبي
- دائم
- دوام كامل
- Lead and implement customer experience strategies aligned with Keolis-MHI's vision and the RTA's customer-first mandate across Dubai Metro and Tram.
- Drive initiatives to enhance customer communications and experience, integrating feedback from clients, stakeholders, and internal teams.
- Identify opportunities to improve the customer journey in collaboration with Marketing, Communication, and Operations functions.
- Analyse customer trends, mystery shopper results, and survey data to create actionable strategic plans that elevate service standards
- Monitor and manage customer-related KPIs and service performance metrics in collaboration with the Performance and Finance teams.
- Ensure optimal resource allocation and efficiency within customer service operations to meet SLA obligations.
- Track and report on customer communication performance, identifying trends and proposing cost-effective solutions for improvement.
- Represent Keolis-MHI in customer service discussions with RTA and other external stakeholders including Finance, ACS, Contact Centre, and CSC departments.
- Lead collaboration with the RTA Customer Service team to enhance joint processes, procedures, and service delivery models.
- Liaise with Marketing and Passenger Services to ensure accurate signage and public communications during campaigns, service updates, or special events.
- Handle complex NOL complaints and coordinate with the Revenue Department to ensure swift resolution and customer satisfaction.
- Oversee the daily execution of customer communication cases via the CRM system, ensuring timely closure within contractual timelines.
- Chair internal service review meetings to align all departments on communication standards, feedback loops, and service improvements.
- Manage escalations and customer complaints in line with contractual and internal service standards.
- Ensure cross-departmental readiness during events, service changes, or disruptions by aligning with marketing, operations, and communications units.
- Generate and analyse weekly and monthly performance reports to identify gaps and enforce corrective action plans
- Manage , mentor, and coach the Customer Experience team to uphold service excellence.
- Design and deliver internal training programs to strengthen frontline staff capabilities in delivering exceptional service.
- Participate in recruitment, onboarding, and performance reviews for customer service staff.Manage , mentor, and coach the Customer Experience team to uphold service excellence.
- Continuously enhance team readiness through feedback-driven learning, knowledge sharing, and regular capability assessments.
- Covers Dubai Metro & Tram networks
- Cross-functional scope (Marketing, Communications, Ops)
- Manages CRM & customer communication tools
- Interfaces with RTA and Keolis-MHI subsidiaries
- Leads customer service KPIs & performance tracking
- Supervises customer experience team
- Office environment. Occasional travel may be required.
- Bachelor's degree in Business, Marketing, Communications, or related field
- Customer service, communications, or transport operations experience
- Experience in managing KPIs, CRM systems, and stakeholder relations
- Background in working with government entities (e.g., RTA) is a plus
- Customer journey design
- KPI & SLA management
- Problem-solving under pressure
- Communication & stakeholder engagement
- Fluent in English.
- Fluent in Arabic