As Lead Customer Success Officer, you will be responsible to serve as the feedback loop expert of CRM and Loyalty. The main deliverable of this role is to collaborate closely with the customer experience units of the company to ensure that feedback loop is closed internally within the company and externally with the customer using research-based insights.
This role will also be responsible to lead projects and represent CRM and Loyalty to other working groups aiming to improve customer experience and map the customer journey of Qatar Airways.
Develop detailed business acumen of the internal client being serviced along with operational knowledge and understanding to be able to support them better.
Develop a quick understanding of the client’s requirements and the agility to act on them in a valuable, yet practical and realistic approach.
Develop superb understanding of the internal customer process and policies, and customer feedback, sentiments, needs, wants, and preferences to act on them fast and comprehensively.
Plan, organize, conduct, analyse and present feedback loop initiatives and projects using the correct methodologies as agreed with the clients.
Build the customer journey mapping of Qatar Airways per touchpoint or per customer type as may be required.
Lead the customer experience working group aimed at establishing coordination with CX units in the company to ensure alignment of initiatives and regular improvements of the touchpoint experience.
Develop and deliver as requested, or initiate the development of, KPI measurement, dashboard, and regular reports with observations, analysis, key findings and recommendations that will help the department in understanding its business and operationalizing feedback loops for customer experience improvements
Work with IT, the team and the clients to improve research data quality, data collection mechanisms, and data usage (collection, preparation, processing, and analysis) efficiency.
We are looking for a passionate experienced professional to join Digital - Commercial team.
A successful candidate will have-
A bachelor’s degree qualification.
4 - 5 years of experience of leading projects and represent CRM and / or Loyalty team to improve customer experience and map the customer journey with internal stakeholders.
In depth understanding of current market conditions including competition landscape.
Expertise in survey platforms and tools.
Expertise in reports and analysis of complex customer and / or commercial data.
Specialist skills in research methodologies, consumer behavior, and market research activities.
Specialist skills with Microsoft Excel.
Specialist skills in different analytical and visualization systems and tools such as SAS, SPSS, SQL, Power BI, Tableau, SAP BOBJ, etc.
Skills in data extraction, transformation and visual analytics.
Skills in customer service / customer success / customer experience or engagement
Excellent written and spoken English.