Job Overview:

The Customer Experience Manager for Al Faisaliah District is responsible for handling the district application platform, engaging with customers, and resolving compliance issues. They will also manage the customer loyalty program, leading the efforts to increase district applications membership and enrolment. Additionally, they will oversee customer experience and engagement for visitors and residents in Faisalish district, as well as engage with tenants to ensure satisfaction. As the leader of the customer service and hospitality team, the Customer Experience Manager will train all district colleagues, including facility management, Al Faisaliah mall, and hospitality. In this role, they will oversee the quality-of-service brand standards of Al Faisaliah District, and manage the customer experience in Al Faisaliah Mall, Al Khairiyah towers, and Al Faisaliah Tower.

Job Description:

• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Handle the Al Faisaliah District Application platform, engage with customers, and resolve any compliance issues that may arise.
• Manage the customer loyalty program to increase district applications membership and enrolment.
• Oversee customer experience and engagement for visitors and residents in the Faisalish district.
• Engage with tenants to ensure satisfaction and address any complaints or concerns.
• Lead the customer service and hospitality team, providing training as needed for colleagues.
• Oversee the quality-of-service brand standards of Al Faisaliah District, ensuring that all visitors and residents have a positive experience.
• Manage customer experience in Al Faisaliah Mall, Al Khairiyah Towers, and Al Faisaliah Tower, ensuring that all areas are meeting or exceeding customer expectations.
• Collaborate with other departments to ensure service excellence across the organization.
• Monitor and report on customer service performance metrics to identify trends and areas that need improvement.
• Familiar with Customer experience and Marketing Platforms such as ravenet or similar.
• Handling digital signages and coordinating with marketing department to represent Al Faisaliah district in a hospitable way.
• Handling VIP arrival protocol.
• Coordinating with security and all related departments to ensure smooth operations related to Al Faisaliah district guests.
• Provide new ideas to support digital transformation to keep the district of Al Faisaliah contemporary and competitive.
• Coordinating with hotels, restaurants, and mall operations to resolve any guest related issues.
• Provide resolution and recovery plan for all issues and complaints between (visitors to Al Faisaliah district – tenants and colleagues).

Qualification and Experience :

• Bachelor’s degree or above.
• Good to have other related certificates in protocol & security fields, quality assurance and it would be a plus to have Train the trainer certificate.
• Total years of experience 5 years with minimum of 3 years related experience in hospitality, commercial real estate, entertainment, F&B or tourism fields.
• Must be fluent in Arabic & English. Speaking, Writing and Reading.