Customer Experience Assistant Manager

JOB PURPOSE

This role exists to ensure customer satisfaction through proactive communication and collaboration by assessing the customer experience from ordering to delivery. This role is not only focusing on day-to-day operations but also on monitoring, analysing, and influencing internal and customer policies to elevate process efficiency and service quality. This role covers UAE and is responsible for all channels: Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM).

Face-to-face meetings with customers are a key and essential aspect of this role, enabling direct engagement, relationship building, and collaborative problem-solving.

KEY RESPONSIBILITIES

• Understand retail customer needs through internal reviews and support resulting strategies with proactive actions for continuous improvement.
• Act as the point of contact for operational escalations beyond guardrails and service delivery, enabling targeted interventions...