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This position is seeking a highly motivated, highly talented individual that thrives in a fast-paced, innovation driven
environment. As a member of the team, you will partner with our group companies and functional business units -
representing our Voice of Customer / Partner program – driving customer driven insight into the business. This team
oriented role requires strong interpersonal acumen, thirst for continuous improvement and the ability to advocate on
behalf of our customers internally & externally. A strong program management background and the ability to engage
all levels of stakeholders is necessary.
Main Responsibilities:
• Capturing Insights from our customers and partners. Seek to understand their perspectives and perceptions of our
brand, services and products from a variety of formal and informal.
• Engage with stakeholders across all functional areas of Al Thuraya Holdings to understand their business
objectives & supporting requirements.
• Manage and in depth knowledge of programs, products and solutions within ATH projects & recommendations
focused on addressing our prioritized improvement opportunities which often directly impact the company’s
strategic planning.
• Review with the stakeholder community recurring customer feedback data and provide ongoing best practices
towards improving the overall customer experience and increasing sales opportunities.
• Track and analyze customer satisfaction issues and apply root cause analysis to identify remedies that will prevent
future issues.
• Escalate issues that cannot be solved to the team’s Group managers for guidance and assistance to resolution.
• Research industry best practices and recommend opportunities for continual improvement.
• Serve as a subject matter expert around latest trends as well as proven practices related to customer experience,
and will facilitate change in the hearts and minds of leaders and employees to implement Al Thuraya Holdings
related initiatives.
• Manage and own the process of servicing existing customers and boarding a new customer, from any of the
companies under the Al Thuraya Holdings group.
• Meet and exceed client calls and email communication goals aimed at increasing sales revenues.
• Work with Finance and Business unit manager within the Al Thuraya Holdings group.
• Support and define new products.
• Support in field sales team with marketing brochures and educations and feedback.
• Support sales and consulting team with creating client price quotations and customized presentations.
• Provide feedback to department heads about issues that the customer has experience or problems with over all
solutions or products.
