Customer Experience Director

Virtucruit; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading automotive platform in Riyadh seeks a Customer Experience Director to define and manage customer journeys and service culture. The role requires 12+ years of leadership experience in CX, particularly within automotive or digital sectors. Key responsibilities include journey mapping, establishing support operations, and driving continuous improvement. This is a career-defining opportunity to set new standards in Saudi Arabia's automotive market.

Qualifications

• 12+ years of CX leadership in automotive, retail, or digital platforms.
• Strong CRM and customer service systems knowledge.
• Experience in building CX functions from the ground up.

Responsibilities

• Design end-to-end customer journeys for all platform touchpoints.
• Establish call centers, chatbots, and digital support tools.
• Use data to track satisfaction, NPS, and loyalty KPIs.
• Implement customer service training for front-line teams.
• Lead initiatives to enhance the customer lifecycle experience.

Skills

Automotive

CRM

Customer Experience

Service Delivery

Training

Leadership

Continuous Improvement

Design

Operations

Retail

Job description

VirtuCruit is partnering with a leading Saudi group to launch an automotive platform headquartered in Riyadh. We are seeking a Customer Experience Director to design a world-class customer journey and service culture.

Role Overview

The CX Director will establish customer experience frameworks, build omnichannel support, and ensure exceptional service delivery from launch.

Key Responsibilities

• Journey Mapping: Design end-to-end customer journeys for all platform touchpoints.
• Service Operations: Establish call centers, chatbots, and digital support tools.
• Customer Insights: Use data to track satisfaction, NPS, and loyalty KPIs.
• Training: Implement customer service training for front-line teams.
• Continuous Improvement: Lead initiatives to enhance the customer lifecycle experience.

Qualifications & Experience

• 12+ years of CX leadership in automotive, retail, or digital platforms.
• Strong CRM and customer service systems knowledge.
• Experience in building CX functions from the ground up.

What This Role Offers

A career-defining opportunity to set the gold standard for customer experience in Saudi Arabias automotive sector.

Required Skills:

• Automotive
• Offers
• Operations
• CRM
• Service Delivery
• Customer Experience
• Retail
• Continuous Improvement
• Design
• Customer Service
• Leadership
• Training