Digital Customer Experience Manager

Digital Customer Experience Manager

Dubai, Dubai, United Arab Emirates Digital Customer Experience Manager

About the job Digital Customer Experience Manager

Hello from FinancialDocs! We are a dynamic and innovative company, passionate about developing cutting-edge online solutions that make life easier. Our team is a vibrant mix of tech enthusiasts, creative problem solvers, and yes, proud geeks. Our expertise doesn't stop at financial solutions; we're committed to delivering a wide range of internet solutions that cater to various needs, ensuring they are user-friendly, efficient, and reliable, standing out in the digital world. In an exciting development, we are now seeking a dynamic Digital Customer Experience Manager (DCXM).
As our DCXM, you will be entrusted with developing innovative strategies to enhance customer experiences and increase conversion rates. You'll lead a dedicated team focused on these objectives, leveraging your analytical acumen and innovative mindset to push the boundaries of what's possible in customer engagement. Your role is critical in our dynamic environment, aimed at elevating our business to greater success and ensuring our digital solutions remain at the forefront of the industry.

Responsibilities & Duties:

Strategy Creation & Implementation: Craft and implement a comprehensive strategy focused on enhancing the digital customer experience journey. This effort must be translated into a higher purchasing ratio & frequency. User Behavior Analysis: Analyze user data from various analytics tools to gain deep insights into customer behavior patterns. Identify drop-off points and areas for potential improvement, and use these insights to inform strategy and actions. Conversion Funnel Optimization: Take a hands-on approach to improving each step of the conversion funnel. Aim to create a seamless user experience from landing pages to checkout, directly contributing to an increase in conversion rates. Customer Feedback Integration: Serve as the voice of the customer within the organization. Establish and manage effective feedback loops using various methods to gather, analyze, and integrate customer insights into business decisions. Split Testing & Experimentation: Lead a rigorous testing program to experiment with different design, messaging, and process flow approaches. Utilize data to drive decisions that optimize conversion rates and improve user experience. Team Building and Leadership: Build, lead, and grow an efficient and skilled team focused on improving customer experience, user interface, and conversion optimization. Foster a culture of collaboration, innovation, and continuous learning within the team. Cross-Team Collaboration: Collaborate effectively with various teams including technical, marketing, customer support, and others. Ensure cohesive efforts in implementing changes and executing strategies.

Required Skills:

A data-driven mindset complemented by strong analytical skills Proven experience working with SaaS or other digital products Advanced understanding of user experience, capable of identifying and rectifying barriers to conversion. Proficiency in conducting A/B testing and multivariate testing to empirically validate improvements. A deep understanding of user psychology to craft compelling, conversion-optimized user journeys

Qualifications:

A proven track record of delivering substantial business growth through focused CX initiatives. Strong analytical and strategic thinking skills, aimed at achieving significant business outcomes Expertise in utilizing a variety of CRO tools and methodologies to drive business success Demonstrated ability to work collaboratively across teams, aligning CX strategies with broader business goals. Exceptional communication skills, with the ability to articulate complex strategies in a clear, business-friendly manner

Working Conditions:

Location: Dubai - United Arab Emirates or willing to relocate Flexible working hours with a core hours system

Compensation:

Salary: 18,000 - 23,000 AED Bonus: up to 4 additional salaries Raise: up to 15% annually

Perks & Benefits:

Class-A comprehensive health & dental insurance Beyond 30+ days of paid leave in addition to honeymoons, paternity/maternity, and more Yearly round-trip ticket allowance Transportation allowance Cafeteria allowance

Perks based on performance:

Company retreat Holiday allowance End-of-year break* Contribution package