MANAGER
Dubai Chambers
Total years of experience :12 years, 4 Months
Strategic Planning & Execution: Develop and implement CX strategies to enhance customer satisfaction and loyalty, identifying improvement opportunities across all touchpoint. Program Management & Improvement: Manage CX projects to deliver on time and budget, continuously refining programs based on performance data and customer feedback. Cross-functional Collaboration: Collaborate with departments to ensure cohesive customer experiences, leading cross-functional teams to implement customer centric initiatives. Customer Insight and Analytics: Analyze customer feedback and data to drive CX improvements, establishing metrics to measure initiative impact on satisfaction and business outcomes. Stakeholder Engagement & Communication: Serve as the CX advocate, communicating program vision and results to all stakeholders, promoting a customer-focused organizational culture. Budget Management & Resource Allocation: Identify potential risks to CX programs and develop mitigation strategies, ensuring the smooth execution and sustainability of customer experience initiatives.
DMCC Project Life-cycle: Developed an end-to-end project lifecycle (from Visioning, Design stages, Tender, Construction/Delivery and Operations) inclusive of all project management activities and reporting, system/tools, documentation, and risk management. Project Feasibility and Acquisition: Lead market research and feasibility studies to find development opportunities, conduct due diligence, perform financial analysis, negotiate acquisitions, and coordinate with legal teams for smooth property purchases. Project Planning and Design: Work with architects and planners to create designs meeting community and regulatory standards, manage zoning and permits, and maintain timelines and budgets for on-time, within-budget projects. Construction Management: Oversee construction to match plans and quality standards, coordinate with construction teams for on-site operations, and apply risk management to reduce delays and cost overruns. Marketing and Branding: Implement marketing strategies and create materials like brochures and websites to promote properties, attract buyers/tenants, and adjust tactics based on market feedback for optimal reach. Stakeholder Engagement and Negotiations: Maintain relationships with stakeholders and negotiate with partners for favorable terms. Address feedback to ensure community support and regulatory compliance for projects.
WORK EXPERIENCE
Develop periodic tracking reports for the departmental business plan. This is inclusive of participating in corporate teams to enhance various areas within the department such as: Strategic Transformation Team E-service Team Knowledge Management Team Human Resources Team Assist the management with setting new business targets, KPIs and conduct alignment meetings with corporate strategy, this is through ARIS, CPM and PB views softwares. Update service manuals and procedures aligning with Policies and procedures, also identifying services for both external and internal customers and ensure the availability and accessibility of various forms and manuals. Plan, prepare and monitor annual department budget performance, inclusive of periodic monitoring reports with recommendations to business units within the Urban Planning Dept. Manage Complaints & Suggestions and various feedback channels, this is to ensure an up-to-date feedback report is provided periodically and to be utilized in improvement project and next round enhancements