مدير تجربة العملاء

Customer Experience Manager

Nakheel Oman Development Company

Develop, document, and maintain the company’s quality management system, including SOPs, workflows, and standards.
Ensure all quality processes align with company strategy and operational capabilities.
Continuously review and update quality documentation based on feedback, performance analysis, and customer complaints.
Train departments on quality procedures and ensure effective implementation across Sales and Operations.
Serve as the judgment authority to resolve customer complaints and disputes between Sales and Operations.
Analyze root causes of customer issues and implement corrective actions with clear escalation and resolution workflows.
Conduct internal audits and reviews to ensure compliance with quality procedures and customer service protocols.
Provide clear documentation and communication to stakeholders on quality decisions and improvements.
Develop and present regular reports on quality metrics, complaints analysis, and improvement initiatives.
Lead continuous improvement initiatives using Lean Six Sigma or similar methodologies to enhance operations efficiency and customer satisfaction.
Facilitate cross-functional collaboration between departments to ensure alignment on quality and excellence goals.
Design, implement, and monitor key performance indicators (KPIs) related to quality, operational excellence, and customer experience.
Carry out any other activities as and when required by the reporting manager.

Qualifications

Education Level – bachelor’s degree in business, Industrial Engineering, or equivalent.
ISO or lean six sigma certification is preferred.

Experience

Competencies

Deep knowledge of quality systems (ISO, HACCP, etc.) and tools such as FMEA, CAPA, and Root Cause Analysis.
Lean Six Sigma methodologies to improve performance and reduce waste/variation.
Focused on delivering a high-quality customer experience.
Proactive in identifying pain points and ensuring customer complaints are addressed with structured solutions.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent communication skills in both Arabic and English.

Bachelor - البكالوريوس

8 years

Muscat

117

Apply for Job