Customer Experience Director

1. Job Purpose

Lead and develop initiatives that enhance the overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on the industry’s best practices based on research and results analysis, foster a culture of customer-centricity, DACO’s brand advocacy.

2. Position Accountability Description

Strategic Leadership

1. Develop and lead the implementation of a comprehensive customer experience strategy for DACO, ensuring alignment with organizational goals and strategic objectives.
2. Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting DACO's long-term objectives.
3. Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with DACO’s strategic goals.

Operational Excellence

4. Develop passengers’ personas through research & data collection of demographics, travel behaviours and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travellers needs.
5. Identify all the touchpoints that passengers encounter with DACO’s airports starting from “homes” to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
6. Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers’ needs and preferences, making informed decisions that enhance the overall experience.
7. Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve DACO’s KPIs at National and International programs.
8. Ensure the continuity of DACO’s membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers’ experience.
9. Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
10. Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
11. Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
12. Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
13. Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
14. Oversee the monitoring and implementation of GACA’s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA’s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.

Stakeholder Management

15. Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
16. Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
17. Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.

Team Leadership and Development

18. Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
19. Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
20. Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
21. Ensure team members are adherence to DACO’s values, and customer experience department policy and procedures.

Financial Management

22. Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
23. Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
24. Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.

Innovation and Continuous Improvement

25. Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
26. Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with DACO’s strategic objectives.
27. Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.

- Core Competency

1. Focusing on Customers
2. Collaboration & Teamwork
3. Accountability & Proactivity
4. Delivering Results

- Leadership Competency

1. Leading with Impact
2. Developing People
3. Driving & Leading Change
4. Forming & Sustaining Partnerships
5. Creativity & Innovation

Business Administration or equivalent