Customer Experience Director

Job description / Role

Employment: Full Time

About us

Our brands include Bloomingdales, Harvey Nichols, Armani, and newly added Gymshark and The White Company, to name just a few!

About the role

The Customer Experience Director will define and execute a strategic vision to prioritise impactful customer journeys, deliver exceptional customer experiences, and embed a customer-first culture across the organisation. This role ensures operational excellence, leverages customer insights to drive innovation, and leads the charge in achieving best-in-class customer satisfaction.

What you'll be doing

• Strategic leadership
• Define and implement a transformative customer experience strategy aligned with organizational goals.
• Anticipate market trends and customer expectations, adapting strategies to meet and exceed these changes.
• Leverage data, technology, and analytics to design innovative, future-proofed customer journeys.
• Establish and lead a CX Governance Framework to ensure cross-functional alignment and drive continuous improvement.

• Partner with Commercial, IT, Digital, and Operations teams to deliver seamless customer experiences.
• Advocate for cross-departmental changes to improve customer outcomes and ensure operational alignment.
• Create and execute cross-BU initiatives that enhance customer satisfaction and drive ROI.

• Customer experience excellence
• Map and design end-to-end customer journeys, ensuring consistency across digital and physical touchpoints.
• Implement a robust feedback management system, utilising NPS, CSAT, and other KPIs to measure and optimise experience.
• Use root cause analysis to identify and resolve customer pain points, driving sustainable business improvements.
• Drive the adoption of best practices and CX innovations, positioning the organisation as a market leader in customer experience.
• Manage the mystery shopping program and third-party, ensuring results and actionable insights are shared with the leadership team.

• Accountable for the customer intelligence strategy and roadmap for Al Tayer Insignia.
• Gain buy-in with commercial stakeholders and provide context and strategic recommendations for business decisions based on the insights.
• Ensure the team collects customer data and is pulling insights from it, using data and insights to determine customers' needs, pain points, purchasing behaviours, favourite products, demographic details, etc.

• Accountable for the customer service strategy and roadmap for Al Tayer Insignia.
• Effectively manage third-party Customer Contact Centre ensuring service quality and Al Tayer Insignia standards are upheld.
• Ensure the Customer Service team partners effectively providing training and feedback to ensure an exceptional customer experience and journey.
• Guide how ATI offers its customers before or after they buy or use products or services.
• Guide the offering of product suggestions, troubleshooting issues and complaints, responding to general questions, etc.

• Define and track CX-related KPIs, aligning them with business objectives.
• Ensure contact center excellence, integrating customer insights to continuously refine processes.
• Identify efficiencies in operational processes that impact customers, to improve key metrics with tangible business outcomes.
• Foster a culture of innovation and agility, ensuring adaptability in a dynamic market environment.

• Build and nurture a high-performing team of customer experience specialists and analysts.
• Oversee the implementation of the performance management process by setting objectives, monitoring performance, and providing formal and informal feedback.
• Lead with emotional maturity and resilience, inspiring teams to deliver outstanding results.

• 20+ years of experience in customer experience strategy, design, and continuous improvement.
• Proven success in leading cross-functional CX initiatives, managing change, and delivering measurable results.
• Deep expertise in customer experience across digital and physical touchpoints.
• Exceptional leadership and change management capabilities.
• Skilled in presenting to senior stakeholders and influencing decisions at the highest levels.
• Proficiency in aligning customer-centric strategies with business objectives for long-term success.

About the Company

Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai, UAE.

The Group operates over 180 stores across multiple markets in the Middle East. In addition, Al Tayer Group has investments in commercial real estate, contracting, supply chain management, precision tools manufacturing and travel agency services.

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