**Job Purpose:** To shape the end-to-end customer experience and continuously develop DHCM's customer journey operations, achieving world-class customer service standards. This includes responsibility for the customer interaction strategy and roadmap, driving performance to deliver a cohesive and optimal experience for all customer segments. **Key Accountabilities & Tasks:** + **Digital Strategy:** Define and implement a holistic digital strategy to enhance customer interactions. + **Customer Journey Optimization:** Identify and implement new opportunities throughout the customer journey for high-performing, agile customer interactions. + **CRM & Digital Assets:** Leverage CRM strategies and digital asset development to improve key interactions in the customer lifecycle. + **Customer Experience Analysis:** Analyze and improve customer experience and repeat-customer behavior across key segments. + **Cross-functional Collaboration:** Collaborate with other business areas, acting as the voice of the customer. + **Brand Enhancement:** Develop a delivery plan to enhance DHCM's reach and reputation. + **Customer Relationship Management:** Build strong rapport and cooperative relationships with customers, ensuring excellent satisfaction. + **Performance Management:** Establish clear performance objectives and KPIs for each operation and employee, designing effective reporting mechanisms. + **Quality Assurance:** Implement quality assurance programs to monitor, evaluate, and enhance DHCM's customer service procedures and protocols. + **Team Development:** Coach, train, and provide professional development opportunities for direct reports. + **Demand Forecasting:** Anticipate customer demands/volumes and recommend changes to facilities and customer service operations to ensure service level agreements are met. + **Complaint Management:** Manage customer complaints, including root cause investigation, resolution, and recommendations for improvement. + **Feedback System:** Develop and implement a customer survey feedback system. + **Regulatory Compliance:** Ensure compliance with regulations impacting the customer care function. **Qualifications, Skills, & Experience:** + Master’s degree in Business Administration or a similar discipline. + Minimum of ten years’ experience in a similar field. + Excellent interpersonal and communication skills. + Passion for staying current with digital and technology trends. + Detail-oriented with excellent communication skills. + Adaptability to changing priorities and openness to new ideas. + Customer-focused approach. + Strong time management, prioritization, and organizational skills. + Proficiency in MS Office and relevant systems (e.g., Oracle). + Ability to coach, mentor, and manage professionals. + Strong problem-solving skills. + Accuracy and attention to detail. + Creativity and innovative thinking.