EATC “GO”

Job Description Form

Date of Issue: July, 2021 Date of Revision:

JOB DETAILS:

Position Title: Customer Experience Director

Job Level/Grade: L3

Sector/Function: Commercial

Department/Section:

Job Code: Location:

JOB DIMENSIONS:

Line Manager: CCO

Direct Staff (figures):

Subordinates: Indirect staff (figures):

Total Number:

Operating/Capital Budget:
Key Financial Dimensions Revenues/Volumes handled:
(Quantifiable Fig. In annual SR (
Purchases:

Assets:

JOB SUMMARY / PURPOSE: identify WHAT is delivered, to whom it is delivered, IMPACT of delivery i.e. why the job exists? And how it contributes to the
overall mission/objective of the organisation?

Customer Experience Director (CED) bridges the gap between the customer and the brand they work for. Their jobs ensure that each
touchpoint across the customer journey is engaging, efficient, and effective. A successful Customer Experience Director often increases
customer satisfaction rates, increases customer loyalty, and gains more referrals from those loyal customers.

ACCOUNTABILITIES: Statements of end results or outputs required of the job, they must answer questions of “What are the main areas in which this job
must get results in order to achieve its purpose?”...... [VERB]+ [OBJECTIVE] + [IMPACT]

Functional / Technical Responsibilities:

 Build strong relationships with customers for new business development opportunities.
 Design & improve the customer experience.
 Increase customer satisfaction, loyalty, and advocacy.
 Develop customer incentive and retention programs to ensure customer loyalty.
 Champion opportunities to consistently Improve the EATC experience
 Drive customer retention, reduce churn, and increase customer satisfaction
 Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
 Guide team in effective client issues resolution and handle any escalations
 Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify
opportunities for continuous improvement
 Test new strategies for driving customer value
 Continually review and evolve the collection of processes EATC uses to track, oversee and organize every interaction between the
customer and Vivacity throughout the lifecycle.

.....

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Job Description Form

Administrative / Managerial Duties: (e.g. managerial level)

 Contribute to the achievement of the strategic objectives of the company through performing own responsibilities and managing direct
reports performance.
 Set the assigned function goals and objectives and ensure the cascading of such to reporting sections/staff, and guide their achievement.
 Provide direction and advice to the direct reports in performing their designated responsibilities.
 Ensure the on-going development of the department’s employees and assure the developmental activities of direct reports.
 Oversee the overall performance of direct reports and ensure KPI’s are well communicated and monitored.
 Ensure effective identification, allocation and utilization of the Dept. resources.
 Ensure that supervised staff are efficiently selected, trained, informed, motivated and carry out their duties according to best business
practices.
 Practice duties and roles in line with the authorities as illustrated in the company authority matrix.
TIME ALLOCATIONS (%): % of time spent focussing on Organizational / Functional / Managerial duties.
Organizational Functional Managerial
% % %

KPIS / METRICS / REPORTS: A measurable value that demonstrates how effectively an employee is achieving key role objectives.
 Net Promoter Score (NPS)  Customer Satisfaction (CSAT)

 Customer Effort Score (CES)  Customer Churn Rate

 Customer Retention



JOB CONTEXT & MAJOR CHALLENGES; Provide examples of the major challenges or most difficult types of problems faced in performing the job
(Circumstances characterizing the job: Working hours, location, stress, physical conditions, resources available, etc.).
 …………………………………………………………

FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY; Define the nature of policy/procedure/instruction constraints and the nature
of reporting relationships with the boss as well as any relevant financial sign-off authorities.
 …………………………………………………………

COMPETENCIES: list of Behavioural Leadership and Technical/Functional cluster of knowledge, skills and abilities required for the job in alignment with Co.
vision, mission and values.

Behavioural Leadership Functional/Technical

Basic Developing Advanced Basic Developing Advanced Basic Developing Advanced

 Analysis  Applying Expertise Demonstrated leadership and expertise in

the areas of planning.
 Judgement and Decision Making  Effective Communication Ability to work in diverse environments and
contribute towards creating
 Innovation and Facilitating Change  Learning and Knowledge Sharing Strong work ethic and the ability to work
with large ongoing projects as well as address
the daily issues that require
 Leadership  Organizational Commitment Ability to build strong client and partner
relationships and to establish and maintain
effective working relationships with officials
at all levels in an international environment
 Teamwork and Collaboration Creative, innovative, and entrepreneurial
qualities.
 Ability to lead a team effectively and to Ability to multitask in a pressure-filled
resolve conflicts environment.

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COMMUNICATIONS & WORKING RELATIONSHIPS: Both internally and externally, define what is communicated, to whom, and why?
Internal Communications: Purpose:
 ……………………………………………………………  ……………………………………………………………
 ……………………………………………………………  ……………………………………………………………
 ……………………………………………………………  ……………………………………………………………
External Communications: Purpose:
 ……………………………………………………………  ……………………………………………………………

JOB SPECIFICATIONS: Only define the, knowledge, skills and experiences required to perform the job in question.
Education:
Minimum/Essential:
 Bachelor’s degree required.
 At least five years of related experience required, with prior management experience highly preferred.
Experience:
Minimum/Essential:
 At least five years of related experience required, with prior management experience highly preferred.
Languages & IT Skills:
 Arabic – Native Speaker.
 English - Fluent (spoken &written).
 Professional PC user, IT and information systems awareness (ERP, CRM, etc.) plus proficiency in Microsoft Office tools, primarily,
Outlook, Word, Excel, and PowerPoint.

Skills & Abilities.

 Strong communication & interpersonal skills.
 Excellent negotiation and presentation skills.
 Proven ability to manage assigned tasks while paying strict attention to details.
 Strong organizational, problem solving, decision making and analytical skills.
 Able to lead and work effectively with individuals from multiple cultures and backgrounds.
 Capable of handling multiple tasks simultaneously, prioritize effectively, and meet deadlines and goals.

APPROVALS
Employee.
Signature; Date;
Line Manager / Supervisor.
Signature; Date;
HR Manager.
Signature; Date;

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