Member Care Director - Digital Channels

Kuwait Permanent
  • Fantastic opportunity to join a global business in a great role.
  • Experience managing call centres and all digital customer service touchpoints.

About Our Client

This is a global digital consumer business which is going through a very exciting stage in their development and evolution.

Job Description

  • Architect short term and long-term digital care strategies, aligning them to the company's goals and objectives.
  • Liaise with the internal product design, marketing, and sales teams, utilising innovative technology to develop platforms and channels to interact with customers and oversee customer journeys.
  • Play a key role in utilisation of digital best practices to monitor KPIs, provide recommendations to achieve target productivity, as well as analyse department's performance against set objectives.
  • Oversee the implementation of methodologies to measure customer experience, as well as meet budget constraints.
  • Deliver routine reports to senior management highlighting performance of digital care as well as customer self-care operations.

The Successful Applicant

  • Bachelor's degree with 3 - 5 years' call centre experience as well as 2 years' experience as call centre Director, managing all digital customer touchpoints
  • Proven leadership skills with the ability to interact and engage with the C-level management and executive leadership team.
  • Attention to detail and ability to work flexibly in high pressure environment.
  • Fluency in Arabic and English, written and spoken.
  • Strong preference given to Kuwaiti nationals.

What's on Offer

  • Attractive, tax-free salary
  • Strategic role with the opportunity to play a part in the evolution of a hugely successful organisation.
Areej Mahmood
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Areej Mahmood
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