Customer Experience Director Jobs in Dubai – UAE at Digitas
Title: Customer Experience Director
Location: Dubai – UAE
Type: Full Time
Category: Marketing/PR, IT/Tech
OVERVIEW Building trust-based client relationships and reacting to the dynamics of their business, by which you become their trusted advisor, in turn helping us to do great work together.
Championing the Connected CX offering, as well positioning it correctly in the bigger picture of connected digital marketing and media, not as a narrow or siloed definition. Digital transformation is key to driving a successful CX programme.
Owning and overseeing your contribution to project deliverables including collating results, writing case studies and sharing learnings with client/agency teams in the form of ad hoc sessions and QBRsManaging talent, ensuring engagement of diverse skill sets to drive learning, transformation and successful operations
Developing scopes of work and managing project deliverables per the agreed timeline and SOW. Managing cost estimates, billing
Strong creative problem solving, both on a practical level in handling operational matters and a conceptual level in defining the campaign plan alongside strategy.
A backbone of technical knowledge with systems and Marketing Automation tools required to execute scheduled, seasonal and trigger-based campaigns.
Familiarity with the digital marketing environment and keeping abreast of important marketing / CX tech trends, updates and new products and skills development needs QUALIFICATIONS 10-12 years of experience in a relevant CX, loyalty or digital roles. Prior agency or marketing services experience is essential. A proven track record of managing clients, planning and executing projects including within a digital transformation agency, marketing services business or management consultancy.
Strong ability to explain leading connected marketing solutions and CX platforms – Enterprise Marketing Software Suites, Customer Success Platforms, CX Suites, Content Management Systems, CRMs, Customer Data Platforms.
Relevant experience and accreditation with above platforms is advantageous, primarily, Salesforce/Adobe (namely:
Salescloud, Service Cloud & Marketing Cloud/Campaign ) along with CMS Solutions such as (Adobe Experience Manager, Drupal & Sitecore). Due consideration given to accreditation with vendors including Salesforce, Adobe & Oracle.
Working knowledge of analytics platforms such as (Google Analytics, Adobe Analytics, Kochava, Adjust, Appsflyer) Deep Understanding of identity based marketing across digital channels.
Ability tocraft world class CX Strategies, run discovery workshops and organize operationalizing accounts.
Through grasp of customer journeys mapping bringing together capabilities and stakeholder management with a mind-set of people, process & tools through creation of things such as ( Standard Operating Procedure Creation, Process mapping, Data Mapping & Understanding, Digital Media Channel Knowledge, Digital Owned Assets Management).Attention to detail, personal organization and project management abilities.
Team Management with excellent relationship-building and communication skills.
Ability toorganize and build out team ways of working & process documents to be implemented
Ability tobuild out account servicing standards (RACIs, SLAs, Detailed Scope binding).Top line Knowledge of team collaboration tools like JIRA or Confluence that can help to coordinate the campaign lifecycle is useful but not essential.