Customer Experience Director

Al Tayer Insignia | Customer Experience Director

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home, and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols, Amarni and newly added Gymshark and The White Company, to name just a few!

About The Role

The Customer Experience Director will define and execute a strategic vision to prioritise impactful customer journeys, deliver exceptional customer experiences, and embed a customer-first culture across the organisation. This role ensures operational excellence, leverages customer insights to drive innovation, and leads the charge in achieving best-in-class customer satisfaction.

What You’ll Be Doing

Strategic Roles & Responsibilities

·        Strategic Leadership 

·        Define and implement a transformative customer experience strategy aligned with organizational goals.

·        Anticipate market trends and customer expectations, adapting strategies to meet and exceed these changes.

·        Leverage data, technology, and analytics to design innovative, future proofed customer journeys.

·        Establish and lead a CX Governance Framework to ensure cross-functional alignment and drive continuous improvement.

Cross-Functional Collaboration

·        Partner with Commercial, IT, Digital, and Operations teams to deliver seamless customer experiences.

·        Advocate for cross-departmental changes to improve customer outcomes and ensure operational alignment.

·        Create and execute cross-BU initiatives that enhance customer satisfaction and drive ROI.

Functional Roles and Responsibilities 

·        Customer Experience Excellence

·        Map and design end-to-end customer journeys, ensuring consistency across digital and physical touchpoints.

·        Implement a robust feedback management system, utilising NPS, CSAT, and other KPIs to measure and optimise experience.

·        Use root cause analysis to identify and resolve customer pain points, driving sustainable business improvements.

·        Drive the adoption of best practices and CX innovations, positioning the organisation as a market leader in customer experience.

·        Manage the mystery shopping program and third party, ensuring results and actionable insights are shared with the Leadership team.

Customer Intelligence

·        Accountable for the customer intelligence strategy and roadmap for Al Tayer Insignia. 

·        Gain buy-in with commercial stakeholders and provide context and strategic recommendations for business decisions based on the insights.

·        Ensure the team collecting customer data and pull insights from it, using data and insights to determine customers' needs, pain points, purchasing behaviours, favourite products, demographic details, etc

Customer Service

·        Accountable for the customer service strategy and roadmap for Al Tayer Insignia.

·        Effectively manage third-party Customer Contact Centre ensuring service quality and Al Tayer Insignia standards are upheld.

·        Ensure the Customer Service team partner effectively providing training and feedback to ensure an exceptional customer experience and journey.

·        Guide the how ATI offers its customers before or after they buy or use products or services.

·        Guide the offering of product suggestions, troubleshooting issues and complaints, responding to general questions, etc

Operational Excellence

·        Define and track CX-related KPIs, aligning them with business objectives.

·        Ensure contact center excellence, integrating customer insights to continuously refine processes.

·        Identify efficiencies in operational processes that impact customer, to improve key metrics with tangible business outcomes.

·        Foster a culture of innovation and agility, ensuring adaptability in a dynamic market environment.

People Management Roles and Responsibilities

·        Build and nurture a high-performing team of customer experience specialists and analysts.

·        Oversee the implementation of the performance management process by setting objectives, monitoring performance, and providing formal and informal feedback

·        Lead with emotional maturity and resilience, inspiring teams to deliver outstanding results.

About You

•        20+ years of experience in customer experience strategy, design, and continuous improvement.

•        Proven success in leading cross-functional CX initiatives, managing change, and delivering measurable results.

•        Deep expertise in customer experience across digital and physical touchpoints.

•        Exceptional leadership and change management capabilities.

•        Skilled in presenting to senior stakeholders and influencing decisions at the highest levels.

•        Proficiency in aligning customer-centric strategies with business objectives for long-term success.