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    Customer Experience Director - Riyadh, المملكة العربية السعودية - Zakat, Tax and Customs Authority

    Zakat, Tax and Customs Authority
    Zakat, Tax and Customs Authority Riyadh, المملكة العربية السعودية

    تم العثور عليها في: Talent SA C2 - منذ 4 أيام

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    دوام كامل
    وصف
    JOB PURPOSE

    The job holder is responsible for developing customer experience strategies and plans, monitoring, and evaluating operations, assessing periodical reports, and reporting back to relevant stakeholders to ensure customer satisfaction in line with set standards and ZATCA's overall strategic objectives.

    JOB DESCR

    Roles And Responsibilities

    Key Accountability Areas

    Key Activities

    Strategy and Planning
    • Contribute to the development of Customer Experience & QA business plan ensuring alignment with ZATCA strategy
    • Develop the operational plan for Customer Experience in line with Customer Experience & QA business plan and Trade Facilitation & Customer Experience strategic plan
    • Implement plans and provide input to enable achievement of Customer Experience goals that support ZATCA's overall strategic plans

    Budget Management
    • Discuss Customer Experience budgeting requirements with top management and provide input to the budgeting process
    • Ensure effective utilization of Customer Experience budget, and report accurately on progress made and challenges encountered
    • Investigate and propose implementing initiatives that result in positive financial impact for Customer Experience and mitigates financial and operational risks

    Customer Experience Strategic Planning
    • Identify new digital trends in the customer experience field, ensure integration of these trend in future, analyze periodical performance reports, and report back improvement areas when required
    • Develop customer experience strategy, objectives, and initiatives in line with ZATCA's overall strategy, set budget, and highlighted needs
    • Develop communication procedures and protocols to facilitate interaction between the Customer Experience and relevant functions across ZATCA
    • Approve list of developed customer service guidelines and customer experience initiatives and events to ensure adequate operations

    Customer Experience Operations Management
    • Monitor data collection, assess conducted analysis on critical cases and provide needed tools and enablers for data collection when required
    • Review escalated critical cases, conduct detailed analysis, and report back suggestions to ensure resolution
    • Ensure continuous coordination with Monitoring and Quality Control and Complaints Management to provide needed help and enablers to empower customer experience skills and culture across ZATCA
    • Provide needed support, trainings, and workshops to ensure constant improvement of Customer experience functions and services in ports
    • Review and analyze periodical reports, highlight improvement areas, and report back solutions to minimize performance gaps

    People Management
    • Participate in the identification and recruitment of key talent
    • Guide, mentor and support direct reports in order to execute duties according to set policies and processes
    • Develop individual performance objectives, provide necessary support, evaluate/appraise team and provide regular feedback on performance
    • Establish a high-performance working environment and promote ZATCA values

    Job Qualifications And Requirements

    Knowledge and Experience

    • An optimal of 8 years of relevant experience, with a preferred 3 years of experience in managerial level

    Education and Certifications

    • Bachelor's degree in Business Administration, or equivalent is required
    • Master's degree in Business Administration, or equivalent is preferred
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