Head of Customer Experience - B2B Events
Full-time
Company Description
is rewriting the events playbook. Its purpose is transformational, its DNA digital, and its ambition unprecedented. Tahaluf is scaling to further increase its lead as the largest B2B Live and On Demand Events organiser in Saudi Arabia: by SQM, Attendance, Colleagues and Revenue.
To scale at this pace requires impeccable local partners, and Tahaluf is proud to enjoy the support and partnership of several Government and Non-Government Organisations that are at the apex of Saudi’s B2B and B2C large scale events scene. In fact, our partners do not just support the expansion of live events in the Kingdom; they are also the partner of choice for heavyweights like Apple, Amazon and AliBaba.
Be part of something BIG!
Building on the success of record-breaking tech event , the most attended tech event in the world, Tahaluf is making a huge impact on the global events sector. Tahaluf is bringing iconic brands to the Kingdom of Saudi Arabia, including , which celebrated record-breaking participation at its debut Saudi edition and award-winning cyber-security event
Join our ambitious and highly committed team, who are not afraid to push boundaries and disrupt the status quo. Be ready to be thrown in at the deep end, taking on large-scale projects from day one, under the guidance of a supportive leadership team who will encourage your personal development and offer you new opportunities.
We are . We are launching award-winning brands. And we are scaling faster than any event organiser in history. Take a leap with Tahaluf, we are offering you the chance to:
Work within a highly dynamic business with the energy and style of a start-up Be part of building a business that is launching new products and events at scale Grab an opportunity to accelerate your career and make a real impact.
Job Description
You are a leader that loves customers, is data-driven, and thrives on bringing the customer experience to new heights. You will drive strategic direction to ensure that all Tahaluf customers, from Exhibitors to Sponsors to Visitors and Delegates, are indirect ambassadors of Tahaluf and our brands.
This key role based in Saudi Arabia will take overall responsibility, understanding, enhancing and continuously improving the customer experience, underpinned by best practice maturity models. You will facilitate the strategic direction, focusing on delivering customer-centric, data-driven experiences and propositions that drive loyalty and long-term value. You will manage the customer service team (onshore and offshore), support and optimise all areas of their interaction, identifying opportunities of cross-department collaboration to ensure alignment on customer focused initiatives. In addition, you will work closely with the Head of Technology, to support change elements required for the successful delivery across technology programs that intersect customer journeys.
In short, your remit is all encompassing, across all interactions a customer may have with Tahaluf, from first point of contact to post event and beyond.
What you will do
Customer journey management; design and implement initiatives to improve customer touchpoints, driving customer satisfaction metrics, reduce queries and increase productivity/efficiency. Leverage the voice of the customer (VOC), operational metrics, and best practice methodology to identify opportunities to improve the customer experience. Lead and mentor a high-performing customer experience team. Promote teamwork & collaboration to effectively achieve individual, team, and departmental objectives, sharing knowledge and skills; ensure cross-department collaboration to deliver customer-focused initiatives. Provide monthly performance reports on your teams’ service and success provision; developing real-time dashboards to enable customer visibility in the lead up to an event. Providing support, training, coaching, and mentoring to members of the team. You inspire others to deliver excellent customer service and support, accurate data driven insights, and encourage others to participate/learn. Lead and resolve customer issues, ensuring all escalations are resolved in a timely manner with adequate and documented root cause analysis and troubleshooting Develop succinct and compelling problem statements for customer pain points. Evaluate existing day-to-day practices, analyzing root causes and identifying improvement opportunities to help define solutions that reduce complexity, and customer effort, improve customer experience/satisfaction, increase productivity, and enhance employee engagement. Estimate project cost/benefit; develop a sound business case for the intended improvements. Take a lead role in cross-functional project teams as and when required.
Reporting & Analysis
Measures, metrics, and KPI’s – Select metrics to monitor and evaluate customer experience. Leverage AI to scope customer service operations and improve customer experience with digital channel automation and analytics. Ensure insights from reporting are used to inform continuous improvement opportunities; measure and track benefits and improvement areas – present quarterly findings. Compile and manage an improvement pipeline for customer technologies, prioritized based on revenue and customer metrics (CSAT, FTR, and Effort). Calculate the cost to serve across areas and channels to enable data-driven decisions.
Change Management
This role will work with Digital Operations, Technology and all Tahaluf Show Teams on delivering the change elements required for the successful delivery of initiatives, including leading the delivery of CS change management and communication elements at both strategic and operational levels.
In addition, this role will be expected to help with other workloads as determined by business needs.
Qualifications
What you will bring
Advanced working knowledge of Microsoft Office and systems used within Customer Service systems, ideally Salesforce and SAP. A proven track record of success in managing offshore outsource partner relationships. Including elements such as demand forecasting and resource planning, operational readiness planning, operational performance management and guidance. Experience of managing customer experience improvement projects, engaging contributors at all levels. A minimum of 18+ years of Customer Service management experience covering a variety of CS processes and including complex/challenging customer issues and experience of encouraging others to work to KPI’s/SLA’s. Degree level education or equivalent in working experience. Proven track record working with Product Management to deliver customer functionality Strong and relevant track record of operating within large, complex global organisations, with proven recent experience of managing a change across a portfolio of complex transformation programmes at process optimisation and operational excellence
Skills and Behaviours
Values the needs and expectations of customers, building a customer-centric culture. A determination to drive for results and effective organisational skills. The ability to work under pressure to deadlines, prioritising work ensuring delivery of results including KPI achievement. Demonstrated analytical and proven problem-solving skills including developing new ideas. You can summarise complex cross-dept information and draw concise conclusions/ recommendations. Proven ability to initiate and lead complex discussions, gaining commitment from all participants, overcoming resistance, and building alliances with key stakeholders.
Coaching and Mentoring
The ability and desire to meet and focus on exceeding departmental goals. Excellent interpersonal skills; ability to resolve conflict professionally and effectively. *
