Customer Experience Lead

Risalat Consultants International is Pleased to announce an open position for Customer Experience Lead

Possibility of Remote Work: No

Eligible for Work Visa Sponsorship: No

Work Schedule: Full Time


WHO WE ARE?

Risalat is a space for those who seek to defy the perception of their own limits, for those with exceptional courage and ambition to pioneer the change, and for those fueled with the spirit of innovation and excellence. At Risalat We believe that impossible surrenders to bold thinking, hard work, and truthful collaboration. Our committed team consists of the most ambitious change-makers who bring along deep industry and functional expertise in nearly every domain. We craft unmatched solutions through leading-edge management consulting and seek to outperform competition by delivering smarter, faster, and more durable outcomes.


WHAT ARE WE LOOKING FOR?

We are looking for a leader to own Risalat’s customer experience strategy. You will manage our global support and customer success teams and deliver a world class customer experience.


RESPONSIBILITIES

In this role you will:

  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience;
  • Ensure customer-centricity across various departments and help them comply with the overall customer experience strategy;
  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process;
  • Measure and track delivery ROI on identified transformation opportunities for customer experience;
  • Drive continuous process improvement culture across customer experience;
  • Collaborate with teams to implement a change required for the improvement of the overall customer experience.
  • Create and implement an analytics strategy for best-in-class service delivery.
  • Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.

SUCCESSFUL CANDIDATE PROFILE
  • 5+ years of experience working in a customer-facing role serving customers with a breadth of exposure to Enterprise customer needs
  • Experience successfully establishing and growing a world-class Customer Success Department
  • 3+ years’ experience of managing teams
  • Experience managing customer service and support management tools
  • Exceptional analytical skills and the ability to improve customer experience KPIs
  • Strong written and verbal communication skills, including C-Level presentation skills
  • BA/BS degree in marketing, business, or similar domain.

Sounds like you? Get ready and take your chance to join a successful team of ambitious changemakers. Send your resume/cv to careers{at}risalatconsultants.com or apply online.

Risalat is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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