Senior Director Customer Engagement

Job Description
The Senior Director Customer Engagement will provide the necessary management and thought leadership to provide welcoming, memorable and exhilarating experiences to all guests, regardless of which brand, asset or communication channel.

The Senior Director Customer Engagement is responsible for the overall management and deployment of the budget associated with the operational performance of the Concierge & Contact Centre Services and for the delivery of the contractual service levels defined and agreed with tenants each year, and the overall satisfaction of each tenant with the customer service provided.

The role holder must be familiar with next generation OMNI channel technology solutions and excels in working in an autonomous environment and driving and leading change. The successful candidate must have exceptional stakeholder management skills, being able to balance the needs of both internal and external stakeholders, whilst leading a large service team to be obsessed with always looking for opportunities to deliver 'WOW Moments'.

Leadership and Strategy: Overseeing the entire operation of a Abu Dhabi Concierge contact center’s. This includes setting strategic goals, ensuring that the center meets its performance targets, and leading large teams of managers and staff.

Operations Management: Ensuring efficient and effective operations. This involves overseeing the day-to-day activities of the contact center teams, implementing processes for improved performance, and managing budgets and resources.

Quality Control and Performance Metrics: Monitoring and enhancing the quality of service provided. This includes analyzing performance metrics, implementing quality control measures, and identifying areas for improvement.

Technology and Systems Oversight: Keeping up with the latest in contact center technology and ensuring the center is utilizing the most effective systems and tools. This could involve implementing new software or upgrading existing systems.

Customer Experience Management: Focusing on customer satisfaction and experience across all channels and teams, and constantly working on strategies to improve customer engagement and satisfaction levels.

Staff Training and Development: Overseeing the training and professional development of staff. This includes identifying training needs, implementing training programs, and ensuring staff are equipped to handle their roles effectively.

Compliance and Regulation: Ensuring that the contact center complies with all relevant laws and regulations. This can involve keeping up-to-date with changes in legislation that affect operations.

Communication and Collaboration: Working with other departments within the organization to ensure a cohesive approach to customer service. This includes regular communication with senior management and other key stakeholders.

Crisis Management: Being prepared to handle and swiftly respond to any crises or major issues that may arise, ensuring minimal disruption to services.

Innovation and Improvement: Continuously seeking ways to innovate and improve the contact center's operations, whether through new technologies, processes, or strategies.

Customer Concierge

To accompany the Account Manager at key review meetings with tenants management meetings through the provision of performance reporting
To provide strategic direction for the business unit
To complete business plans and reports as required in order to develop the BU and report on performance as required by clients and internal stakeholders
Promotes a clear sense of purpose, inspiring a positive attitude to work in and focus on the successful accomplishment of objectives by articulating a clear vision
Overall accountability for the management of the operational performance against the formulated annual budget
Day-to-day financial management and associated financial governance
Translates vision to measurable strategic objectives and revises strategy to meet changing circumstances
Providing the necessary strategic input into Experience Hub growth plans and taking overall accountability for the execution of these plans
Identifying and developing opportunities within Yas Concierge to leverage to the benefit of the Client and Farah Experiences
Accountable for creating demand for and growing the revenue stream within the Yas Concierge through expanding the solution set(s) associated within the business unit
Overall accountability for the development and execution of a communications plan for the business unit working closely with Farah Experiences Communications to ensure alignment and professional execution 
Oversee the operational delivery and proper execution of “wow” moments as designed by the marketing team
Responsibility for the organisational design in line with the Farah Experiences’ structures which best suits the business
Oversee the operational delivery and proper execution of “wow” moments as designed by the marketing team
 Social Media Community Management

Lead the social media community management function for 10 brands ensuring SLA’s for response times are achieved.
Ensure all community management activities are aligned to the Social Media policy
Ensure that all community management responses are aligned to the tone of voice and brand playbook
Drive proactive social media engagement across all platforms looking for opportunities to deliver surprise and delight ‘wow’ moments, plus opportunities to bring celebrities and influences to the destination.
Work with the PR and Social Media teams to book experiences and travel for influencers and celebrities.
Resource Planning & Quality 

Ensure the Customer Concierge team forecast and resource plans are produced on an annual basis and updated based on actual volumes and re-forecasted as appropriate to meet business needs.
Ensure all Customer Concierge reporting is accurate and timely.
Lead calibration sessions to ensure the ‘Yas Concierge Way’ quality framework is being adhered to across all channels.
B2B / Group Booking Management

Lead the B2B Support team delivering best in class service to key B2B partners
Leading reservations team, managing all back office functions for group bookings across Yas Island

Bachelor’s degree in business management
Minimum of 10 years in a management position Customer Service and/or Contact Centre industry
Minimum 5 years in leading Customer Experience Transformation programs.
Able to work in a demanding, customer centric, fast pace, high performing environment
Able to produce written communications and procedures, which are clear, fluent, concise.
Effective time management, establishing and working to deadlines
Extensive skills in contact centre management tools and processes