Customer Experience Leader: Team & Escalations

Confidential; Riyadh; On-site; SAR 223,000 - 357,000; Full time

Job summary

Confidential in Saudi Arabia seeks a Customer Relations Manager to lead the customer service team and ensure an outstanding customer experience. You will oversee escalations and drive service quality improvements across channels.

The role requires strong leadership, excellent communication, and hands-on experience with CRM systems. Fluency in English is essential, with Arabic as an advantage; Saudi work environment and regional compliance apply.

Qualifications

• Experience leading a customer service or customer relations team.
• Strong leadership and communication skills.
• Experience handling customer complaints and escalations.
• Customer-focused mindset with strong problem-solving abilities.
• Experience using CRM systems.
• Excellent organizational and reporting skills.
• Fluent in English (Arabic is an advantage).

Responsibilities

• Lead and supervise the Customer Relations team.
• Ensure high customer satisfaction across all channels.
• Manage customer complaints and escalations.
• Monitor team performance and customer service KPIs.
• Develop initiatives to improve customer experience.
• Coordinate with internal departments to resolve issues.
• Prepare performance reports and suggest process improvements.
• Coach and develop team members for operational excellence.
• Ensure compliance with policies and service standards.

Skills

Leadership

Communication

Customer-focused mindset

Problem-solving

Organizational skills

Reporting skills

Fluent in English

Tools

CRM software

Job description

Confidential in Saudi Arabia seeks a Customer Relations Manager to lead the customer service team and ensure an outstanding customer experience. You will oversee escalations and drive service quality improvements across channels.

The role requires strong leadership, excellent communication, and hands-on experience with CRM systems. Fluency in English is essential, with Arabic as an advantage; Saudi work environment and regional compliance apply.