Customer Experience Manager - Telecom

Foreground LLC; Doha; On-site; QAR 250,000 - 420,000; Full time

Job summary

Foreground LLC in Qatar is seeking a Customer Experience Manager to elevate service standards across call center, digital, and in-store channels. You will define journey strategies and oversee delivery across multiple touchpoints to ensure consistent client experiences.

The role requires 8+ years in CX management, telecom experience preferred, and bilingual Arabic/English. You will collaborate with product and marketing teams to drive seamless service improvements and customer satisfaction.

Qualifications

• Bachelor's degree in Business, Communications, or related field.
• 8+ years in customer experience management, telecom preferred.
• Proven track record in service transformation initiatives.
• Strong analytical and communication skills.
• Bilingual Arabic/English essential.

Responsibilities

• Define and implement customer journey and experience strategies.
• Oversee call center, digital, and in-store service operations.
• Monitor NPS and customer satisfaction scores.
• Lead service recovery and complaint management processes.
• Collaborate with product and marketing teams for seamless client experiences.

Skills

Analytical thinking

Communication skills

Education

Bachelor's degree in Business/Communications or related field

Job description

Foreground is partnering with a major telecom operator in Qatar to appoint a Customer Experience Manager to elevate service standards and customer engagement across multiple channels.

Responsibilities

• Define and implement customer journey and experience strategies.
• Oversee call center, digital, and in-store service operations.
• Monitor NPS and customer satisfaction scores.
• Lead service recovery and complaint management processes.
• Collaborate with product and marketing teams for seamless client experiences.

Qualifications

• Bachelors degree in Business, Communications, or related field.
• 8+ years in customer experience management, telecom preferred.
• Proven track record in service transformation initiatives.
• Strong analytical and communication skills.
• Bilingual Arabic/English essential.