Senior Customer Experience Manager

7 days ago


Kuwait City, Al Asimah Jazeera Airways Full time
Job Description:

Jazeera Airways is seeking a highly skilled and experienced Senior Customer Experience Manager to lead the design, implementation, and management of integrated customer communication systems. This pivotal role involves overseeing end-to-end customer journeys, ensuring seamless and efficient interactions across all touchpoints.

Key Responsibilities:
  • System Implementation & Custodianship:
  • Lead the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver 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.
  • Customer Communication Management:
  • Design and manage an integrated communication platform to ensure consistency and efficiency in customer interactions across email, chat, SMS, social media, and call center channels.
  • Monitor and optimize customer touchpoints to ensure first-level responses meet predefined service level agreements (SLAs).
  • Implement social listening systems to gather actionable insights from customer feedback and improve service delivery.
  • Process Optimization:
  • Streamline workflows for customer queries and issue resolution to improve response time and reduce operational costs.
  • Automate repetitive customer service tasks using AI and chatbot technologies to enhance efficiency.
  • Identify gaps in the customer journey and implement system or process improvements to address them.


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