104 Customer Centric Approach jobs in Doha

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.

• Map and analyze end-to-end customer journeys across online and offline touchpoints.

• Design strategies to enhance customer experience across all service channels.

• Develop KPIs to measure customer experience and service effectiveness.

• Use feedback, usability testing, and data analytics to improve service delivery.

• Manage and enhance digital channels (website, chatbot, mobile applications).

• Define and enforce UI/UX and accessibility standards.

• Lead implementation of digital self-service tools.

• Collaborate with internal departments and external stakeholders to improve services.

• Bachelor’s degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.

• Master’s degree (MBA, Public Administration, or Digital Transformation) preferred.

• Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.

• 7–10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .

• Strong knowledge of journey mapping, service design, and digital service delivery standards .

• Experience with digital platforms (websites, mobile apps, chatbots).

• Familiarity with data analysis, usability testing, and reporting tools .

• Strong communication, stakeholder engagement, and problem-solving skills.

• Fluency in English (Arabic is an advantage).

• Customer Journey Mapping

• Service Design & CX Methodologies

• UX/UI Standards & Accessibility

• Digital Transformation & Innovation

• Stakeholder Collaboration

• Data-Driven Decision Making

Responsibilities

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

About the Role

Lead, support, manage and administer in assigned terminal Zone for all Customer Experience related activities in terminal operations to deliver world class quality and standards of service to all passengers and customer airlines, whilst ensuring the efficient, effective, and optimal deployment of all QAS resources in order to meet the requirement for handling all services, including and not limited to: Customer Experience Services, Check-in, Boarding Gates, Baggage Lost and Found Arrivals, VIP, Customer Care, Porter, Trolley, and any other services as directed by QAS Management. Responsible for planning in advance and coordinating the proactive management of Qatar Aviation Service (QAS) terminal operations to ensure the smooth and efficient handling of all QAS related services at Hamad International Airport in accordance with the Company’s polices, and the respective Customer Airline Standard Ground Handling Service Agreement SLAs.

• Supporting the Customer Experience Shift Manager in delivering QAS Customer Experience and safety standards excellence across terminal operations (Check-in & Boarding, Trolley and Porterage, Baggage Lost and Found Arrivals, and Customer Care) in various operational Zones (within terminal operations), financial, and administration aspects, and driving excellence in service delivery for QAS in all aspects at Hamad International Airport.
• Responsible for planning and operating within the approved Customer Experience budgets (for each respective shift).
• Ensure all Customer incidents are handled with almost care, and that the Escalation Matrix is complied with notifying QAS Senior Management of all irregular airport operations (as set out in the Escalation Matrix), without delay. Assess and evaluate problem root cause analyses and collaborate in updating the SOPs as per company policy and provisions.
• Assisting Shift Manager, Manager Customer Experience, and HOD in the development and implementation of enhanced terminal operational processes and services which maximize the efficiency and service delivery standards of the operation.
• Develop staff with good potential for attaining higher level position by regular reviewing of work performance, assigning more challenges tasks and recommending appropriate training.
• Review Standard Operating Procedures (SOPs) and work Instruction (WI) on a regular basis, and following each incident, and propose the necessary changes as remedial action to ensure operational integrity across the Customer Experience and terminal operations.
• On monthly basis meets with Officers, Supervisors, and Lead Customer Service Agents to discuss performance results related to the operation and ensure that QAS service standards are consistently measured and met.
• Provide daily reports to QAS management and perform shift briefings to the duty team on each respective shift perform effective communication on clear shift targets to employee.
• Investigate, research, conclude, and report incident(s), accident(s), and service lapse(s) involving QAS staff across Curb Side Short Term Car Park (STCP), Employee car park or Entire Passenger Terminal Complex (PTC), in order to develop, select and implement the solutions to overcome the root cause(s) of incident(s), accident(s) and /or service lapse(s).
• Ensure compliance of QAS Safety and Standard Operating Procedures (SOPs) across the department, and support QAS Human Resources in determining the appropriate fair and consistent disciplinary or corrective action(s) to department staff and/or procedures following the conclusion of an investigation pertaining to an incident, accident, and/or service lapse.
• Support the Manager Customer Experience, and HOD, with the creation of Key Performance Indicators (KPI’s) through their feedback, when there will be any KPIs Matrix revision required.
• Responsible for the overall performance of the Customer Experience team performance in operations, financial and administration aspects in order to perform as per agreed Service Level Agreements (SLA), and to avoid penalties (as per the targets in the SLA between QAS, QAS customer airlines and/or HIA).
• Employing Just Culture methodology, ensure the timeous investigation into all incidents (by respective shift), and providing detailed responses to the Customer Relationship Management Team (CRM) regarding all customer queries.
• Perform safety and security, and Quality and Compliance spot check on QAS resources, workforce, equipment and facilities as well as all passenger terminal facilities, which are utilized by QAS for daily operations.
• Respond and coordinate QAS resources, in line with the Escalation Matrix, and in conjunction with HOD/ Manager Customer Experience, and Customer Experience Shift Manager to support the response required to any airline/airport emergency situation.
• Coordinate and accommodate, when possible, as well as maintain positive relationship with other QAS customer airlines’ representatives, airport authorities and airport agencies to support business objectives.
• Prepare individual/shift reports highlighting—clearly and coherently--any incidents or service lapses and share with the Customer Experience Specialist & Manager Customer Experience, for review, and work collaboratively to ensure the appropriate subsequent actions (if any) are taken timeously.
• Stay up to date with any changes to Customer Experience policies and procedures and ensure compliance.
• Assist security department with providing feedback for employees reporting to QR premises with inappropriate attire as and when required.
• Ensure all assigned follow ups are actioned on shift basis for timely closure of issues and highlight critical/unresolved cases to the line manager for further management review.
• Perform other department duties related to his/her position as directed by the HOD

About you

Essential

• Bachelor’s Degree or Equivalent
• Minimum 4 years of job-related experience
• Airport emergency and accident procedures.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members
• Expert knowledge of ground handling operational procedures, Airport handling procedures
• Must possess a strong, decisive and collaborative leadership style
• Demonstrate the highest standards of integrity, equality and respect.
• Ability to effectively communicate with clear, concise and consistent messages
• Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

• Knowledge of Arabic will be an advantage.
• 5 years of relevant managerial experience

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community

Overview

Job title: Customer Experience Duty Manager

Location: Qatar - Doha

Ref #:

Closing date: 17-Sep-2025

Lead, support, manage and administer in the assigned terminal zone for all Customer Experience activities in terminal operations to deliver world class quality and standards of service to all passengers and customer airlines. Ensure efficient deployment of QAS resources to meet requirements for handling all services, including Customer Experience Services, Check-in, Boarding Gates, Baggage Lost and Found Arrivals, VIP, Customer Care, Porter, Trolley, and other services as directed by QAS Management. Plan in advance and coordinate proactive management of Qatar Aviation Service (QAS) terminal operations to ensure smooth handling of all QAS services at Hamad International Airport in accordance with Company policies and Customer Airline Standard Ground Handling Service Agreement SLAs.

• Support the Customer Experience Shift Manager in delivering QAS Customer Experience and safety standards excellence across terminal operations (Check-in & Boarding, Trolley and Porterage, Baggage Lost and Found Arrivals, and Customer Care) in various operational zones, while managing financial and administrative aspects and driving service delivery excellence at Hamad International Airport.
• Plan and operate within the approved Customer Experience budgets for each shift.
• Ensure all customer incidents are handled with due care and that the Escalation Matrix is followed, notifying QAS Senior Management of irregular airport operations without delay. Conduct root-cause analyses and collaborate on updating SOPs as per policy.
• Assist the Shift Manager, Manager Customer Experience, and HOD in developing and implementing enhanced terminal operational processes and services to maximize efficiency and service delivery standards.
• Develop staff with potential for higher responsibilities by regular performance reviews, assigning challenging tasks, and recommending appropriate training.
• Regularly review SOPs and work instructions, and propose remedial actions after incidents to ensure operational integrity across Customer Experience and terminal operations.
• Hold monthly meetings with Officers, Supervisors, and Lead Customer Service Agents to review performance and ensure service standards are consistently met.
• Provide daily reports to QAS management and brief the duty team on shift targets to ensure effective communication.
• Investigate incidents, accidents, and service lapses involving QAS staff across the terminal complex, develop and implement root cause solutions, and coordinate with CRM for customer queries.
• Ensure compliance with QAS Safety and SOPs and support HR in determining fair disciplinary or corrective actions following investigations.
• Support KPI development and revisions with the Manager Customer Experience and HOD as needed.
• Oversee performance of the Customer Experience team in operations, finances and administration to meet SLAs and avoid penalties.
• Apply Just Culture, conduct timely investigations, and provide detailed responses to the CRM team.
• Perform safety, security, quality and compliance spot checks on resources, facilities and passenger terminal facilities used by QAS for daily operations.
• Coordinate resources in line with the Escalation Matrix and in collaboration with HOD/Manager Customer Experience and the Shift Manager to support airline/airport emergencies.
• Maintain positive relationships with other airline representatives, airport authorities and agencies to support business objectives where possible.
• Prepare shift reports clearly outlining incidents or service lapses and share with the Customer Experience Specialist & Manager Customer Experience for review and timely action.
• Stay up to date with changes to Customer Experience policies and procedures and ensure compliance.
• Assist the security department with guidance on appropriate attire where required.
• Ensure follow-ups are actioned on a shift basis for timely closure and escalate unresolved cases to the line manager for review.
• Perform other department duties related to the position as directed by the HOD.

Essential

• Bachelor’s Degree or Equivalent
• Minimum 4 years of job-related experience
• Airport emergency and accident procedures
• Managerial skills: delegation, clear direction, workflow management, mentoring and coaching, training and development, and teamwork
• Expert knowledge of ground handling and airport handling procedures
• Strong, decisive, and collaborative leadership style
• Highest standards of integrity, equality and respect
• Clear, concise, and consistent communication

• Desirable
• Knowledge of Arabic is advantageous
• 5 years of relevant managerial experience

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends. We don’t fear failure; we dare to achieve what’s never been done before. Join us to contribute to a proud, global community.

About the role:

Hamad International Airport is seeking a highly skilled and creative individual to join our team as Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset and can help us to achieve this ambition by:

• Leads the implementation of customer experience strategies in alignment with the airport’s CX vision and strategic priorities to enhance the end-to-end passenger journey and strengthen HIA’s position as a global CX leader.
• Drives cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a unified and seamless customer experience across all airport touchpoints.
• Champions a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize high-impact improvements and inform strategic decision-making.
• Manages the delivery of CX improvement projects and initiatives across terminals, landside, airside, and service environments to ensure timely execution, alignment with service standards, and achievement of performance targets.
• Coordinates project governance and reporting with key stakeholders including operations, engineering, IT, and commercial teams to track progress, mitigate risks, and ensure delivery against agreed milestones and KPIs.
• Implements customer-centric enhancements across physical and digital channels through close engagement with design, technology, and frontline teams to improve service quality, accessibility, and overall passenger satisfaction.

Qualifications

About you:

• Bachelors Degree or Equivalent with Minimum 6 years of job – related experience
• Managerial skills: Ability to delegate work, set clear direction and manage workflow, Ability to mentor, coach and develop direct reportees, and Ability to foster teamwork among team members
• Experience in luxury tourism or hospitality environment
• Project or Program Management experience required
• PMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage