The Manager – Customer Experience will be responsible for optimizing customer service processes, managing customer service teams, problem resolution, and fostering a customer-centric culture across Enaya Insurance. He/ She will be responsible for developing social media strategies and initiatives, creating marketing briefs for key strategies, and ensuring that they are correctly communicated and implemented
Responsible for understanding customer needs and pain points and developing strategies to improve their experience
• Designing and optimizing customer journeys across multiple channels and touchpoints. Utilizing the data from CRM to tailor customer journeys, ensuring personalized and positive experiences
• Responsible for crafting strategies, managing budgets, and setting goals for marketing team
• Ensure consistent brand messaging, analyze consumer behavior, and identify market expansion opportunities
• Manage and motivate customer relationship management team to standardize customer interactions, deliver campaigns and marketing collaborations, and build customer engagement to increase brand awareness and drive business development and retention
• Overseeing social media planning and campaigns to boost service leadership, brand awareness and profitability
• Proven track record in driving multi-channel social media programs and sales/ service call centers
• The role will require working closely with brand managers, design, eCommerce, social media, copywriters, PR, and executives
• Ensure reporting, compliance and performance monitoring of vendors and department team
• Collaborating with cross-functional teams to ensure a unified approach to customer experience
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction (Net Promoter Score), retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Collaborating with senior team members across all departments to uncover data-based insights and create innovative social media strategies
• Working to continuously ensure Enaya’s goals are communicated across the entire organization
• Promoting and embedding strong and inspirational leadership to the entire team by demonstrating the Enaya’s values and championing the leadership behavior framework
• Efficiently managing annual customer experience budgets
• Routinely sharing strategies, progress, results, learnings, and relevant industry trends, with the broader team
• Bachelor’s degree in Psychology, Communications, Marketing, Advertising, or a Business Management related subject. LEAN, Six Sigma qualifications and social media exposure would be an advantage
• Minimum 7 years’ experience in a customer experience or related role in financial services, of which at least two years in a supervisory role
• Strong ability to present ideas, concepts and workflows in a clear and engaging manner
• Fluent level of both spoken and written English and Arabic
• Strategic thinking and problem-solving abilities
• Agility, empathy, customer advocacy, communication, and problem-solving
• Excellent data management, analytical, and leadership skills
• Technical fluency in CRM platforms and customer feedback tools
• Excellent communication and presentation skills
• Willingness to embrace new ideas and processes
• Knowledge of regulatory requirements and compliance in the insurance sector
• Working knowledge of search engine optimization (SEO), lead generation and affiliate marketing practices, techniques, and outcome expectations
• The ability to develop strong relationships with cross departmental team members to enable collaboration, advice sharing, and directional leadership where required
• The ability to use software packages competently, including Office 365 (Excel, Word, PowerPoint, Teams)