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Customer Experience Systems Manager

3 weeks ago


Kuwait City, Al Asimah beBee Careers Full time
Job Description

We are seeking an experienced and innovative professional to oversee and enhance end-to-end customer communication systems.

  • This pivotal role involves the design, implementation, and management of integrated CRM platforms, social listening tools, and communication channels to ensure a seamless and efficient customer journey.
  • The ideal candidate will have proven expertise in implementing customer experience systems across multiple touchpoints, with a focus on NPS/CSAT improvement, integrated consumer communication, and creating a unified customer view.
Key Responsibilities
  • Serve as the custodian of customer experience systems, ensuring optimal functionality, scalability, and integration across all consumer-facing channels.
  • Lead the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
  • Develop a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
  • Oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.
  • Design and implement chatbots and AI-powered tools to automate repetitive tasks and provide efficient, real-time customer support.
Requirements and Qualifications
  • Bachelor's degree in Business Administration, Information Technology, Marketing or a related field.
  • Minimum 7 years of experience in customer experience systems management or a related role.
  • Proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels.
  • Mandatory: Hands-on experience in designing and implementing chatbots to improve customer service efficiency.