The Customer Experience & Platforms Manager is responsible for defining, driving, and executing the end-to-end consumer experience (CX), social media governance, and platform strategy across the company's brand portfolio in the Middle East. This role sits at the intersection of Marketing, Digital, and IT, focusing on accelerating consumer acquisition, engagement, and long-term loyalty while maintaining operational excellence, platform security, and cost efficiency.
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Key Responsibilities:
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Agency Management & Social Media Governance:
- Manage external digital agencies for consumer care channels.
- Oversee owned social media strategies and align published content with the company's global corporate strategy.
- Lead negotiations with digital service providers to optimize care KPIs and secure service-level agreements (SLAs).
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Consumer Care & Operational Excellence:
- Maintain and accelerate consumer care KPIs across all channels.
- Onboard and upskill care agents for efficient consumer experiences.
- Manage customer support platform infrastructure, including live chat and AI chatbots.
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Digital Security, Access Control & Tool Administration:
- Act as the primary administrator for key digital tools, managing user access and security protocols.
- Ensure proper onboarding/offboarding and credential security hygiene.
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Digital Compliance & Audits:
- Champion digital compliance and security audits.
- Identify and mitigate risks, addressing vulnerabilities effectively.
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Internal Upskilling & Platform Adoption:
- Design and deliver training to enhance digital capabilities within teams.
- Drive the adoption of digital tools and best practices.
Key Performance Indicators (KPIs):
- Average Response Time (ART), First Contact Resolution (FCR), Customer Satisfaction Score (CSAT).
- Agency performance scorecards, budget optimization, and successful rate negotiations.
- 100% resolution of digital audit points and zero security breaches.
Candidate Profile & Qualifications:
Experience & Education:
- Hands-on experience with social suite and security tools (Sprinklr, Cerby, Opera), Salesforce Marketing Cloud, and web analytics.
Required Skills & Competencies:
- Strong agency and vendor management experience.
- Attention to detail regarding digital security, compliance, and access control.
- Excellent communication skills for effective training and stakeholder management.
Language Requirements: Not specified in the listing.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
