Customer Experience Lead: Journey Optimization & Loyalty

Euro Staffs; Muscat; On-site; OMR 12,000 - 15,000; Full time

Benefits offered by this job

Salary 1200 OMR

Full-time Muscat

Leadership role

Professional environment

Career development

Impact on business

Job summary

Euro Staffs in Muscat is seeking a Customer Experience Manager to lead service-excellence initiatives, optimize the customer journey, and drive loyalty across channels. You will manage customer-facing teams, analyze feedback, and collaborate with sales, marketing, and operations to raise satisfaction levels.

The role is full-time and on-site in Muscat, with opportunities to shape customer experience strategy and mentor colleagues in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent in business, marketing, hospitality, or related field.
• Proven experience in customer experience, customer service, or service operations.
• Strong understanding of customer journey mapping and retention strategies.
• Experience leading customer-service teams and handling escalations.
• Excellent communication, leadership, and analytical skills.

Responsibilities

• Develop and implement customer experience strategies aligned with business objectives.
• Monitor customer satisfaction, retention, loyalty, and service-quality performance.
• Analyze feedback, surveys, reviews and complaints to identify improvements.
• Map and evaluate customer journeys to identify gaps and optimization opportunities.
• Lead and coach customer-service teams to deliver high-quality experiences.
• Develop training programs and service guidelines to improve performance.

Skills

Customer experience

Team leadership

CRM knowledge

Data analytics

Communication

English proficiency

Education

Bachelor's degree in Business Administration / Marketing / Hospitality

Tools

CRM platforms

Reporting tools

Job description

Euro Staffs in Muscat is seeking a Customer Experience Manager to lead service-excellence initiatives, optimize the customer journey, and drive loyalty across channels. You will manage customer-facing teams, analyze feedback, and collaborate with sales, marketing, and operations to raise satisfaction levels.

The role is full-time and on-site in Muscat, with opportunities to shape customer experience strategy and mentor colleagues in a fast-paced environment.