Director - Customer Experience

The Director - Customer Experience at Qiddiya Investment Company will play a pivotal role in shaping and enhancing the customer experience across all touchpoints. This leadership position calls for a visionary who will spearhead the development and execution of strategies aimed at elevating service quality, fostering customer loyalty, and creating memorable experiences for clients and stakeholders.

Key responsibilities include:

• **Strategic Development**: Create a comprehensive and innovative customer experience strategy aligned with the company's vision and objectives. Propel the mission of Qiddiya to position itself as a leader in customer satisfaction within the entertainment and tourism sectors
• **Customer Journey Enhancement**: Analyze and refine the customer journey by identifying key interaction points and ensuring that all processes are optimized for a seamless experience
• **Cross-Functional Collaboration**: Work closely with various departments including marketing, sales, and operations to promote a unified approach to customer experience and ensure alignment in achieving the organization's goals
• **Insights and Feedback**: Implement systems to gather customer feedback and insights that inform continuous improvement efforts and lead to proactive decision-making
• **Team Leadership**: Build and lead a high-performing team focused on delivering exceptional customer support. Provide coaching and development opportunities essential for fostering talent
  
  

Requirements

• **Experience**: A minimum of 10 years in customer experience leadership roles, preferably within the entertainment, hospitality, or tourism industries
• **Educational Background**: A bachelor's degree in Business Administration, Marketing, or a related field; an MBA is a plus
• **Customer-Centric Mindset**: Proven track record of developing and implementing customer experience strategies that drive engagement and satisfaction
• **Leadership Skills**: Strong ability to inspire and lead cross-functional teams, along with exceptional interpersonal and communication skills
• **Analytical Skills**: Proficiency in using data analytics and customer insights to inform strategy and decision-making
  
  

Benefits

Comprehensive benefits package

Qiddiya Investment Company