Customer Experience (CX) Manager

applydubaijob.com; Dubai; On-site; AED 131,000 - 197,000; Full time

Benefits offered by this job

Professional development opportunities

Job summary

Confidential, a leading retailer, seeks a Customer Experience (CX) Manager to oversee customer service operations across physical stores and online channels. You will craft strategies to boost satisfaction, loyalty, and ensure consistent service standards throughout the customer journey.

The role requires a minimum of 4 years in CX or customer service with strong leadership, analytics, and reporting skills. Retail experience is preferred, and collaboration across departments is essential.

Qualifications

• 4+ years of experience in customer experience or customer service management.
• Retail industry experience preferred.
• Strong leadership and team management capabilities.
• Analytics-focused with ability to monitor metrics and generate reports.

Responsibilities

• Lead customer service operations across retail stores and online channels.
• Develop and implement strategies to improve customer satisfaction, retention and loyalty.
• Monitor CSAT and NPS data to identify areas for improvement.
• Prepare performance reports and present insights to management.
• Establish and maintain consistent service standards across customer interactions.
• Collaborate with departments to improve service delivery and the overall customer journey.

Skills

Leadership

Data analytics

Customer service ops

Stakeholder mgmt

NPS CSAT

Tools

CRM systems

Excel

Reporting tools

Job description

Job Title: Customer Experience (CX) Manager

Company: Confidential

Location: Riyadh, Saudi Arabia

Employment Type: Full-Time

Salary: SAR 12,000 - 18,000 per month (Estimated)

Experience Required: Minimum 4 years

Job Summary

A leading retail company is seeking an experienced Customer Experience (CX) Manager to oversee customer service operations and enhance the overall customer journey across physical stores and digital platforms. The successful candidate will develop strategies to improve customer satisfaction, strengthen customer loyalty, and maintain consistent service standards across all customer touchpoints.

Key Responsibilities

• Lead and oversee customer service operations across retail stores and online channels.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Monitor customer feedback, service quality, and performance metrics to identify areas for improvement.
• Analyze Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) data to guide business decisions.
• Prepare performance reports and present customer experience insights and recommendations to management.
• Establish and maintain consistent service standards across all customer interactions.
• Collaborate with relevant departments to improve service delivery and the overall customer journey.

Candidate Requirements

• Educational Credentials: Not specified in the original advertisement.
• Work Experience: Minimum of 4 years in customer service or customer experience management. Retail industry experience is preferred.
• Technical & Analytical Skills: Ability to monitor customer satisfaction metrics, analyze service performance, and prepare management reports.
• Customer Experience Expertise: Strong knowledge of Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer service operations, and performance improvement strategies.
• Leadership Skills: Proven ability to lead teams, manage service operations, and drive continuous improvement.
• Core Competencies: Excellent communication, analytical thinking, problem-solving, reporting, and stakeholder management skills.

Compensation & Benefits

• Estimated Salary: SAR 12,000 - 18,000 per month.
• Opportunity to lead customer experience initiatives within the retail sector.
• Professional development through customer service strategy and operational improvement.