Customer Experience Manager

Virtual Reality Solutions L.L.C KSA; Al-Hofuf; On-site; SAR 60,000 - 100,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Customer Experience Manager, der die gesamte Kundenreise überwacht und sicherstellt, dass die Kunden zufrieden sind. Diese Schlüsselrolle umfasst die Entwicklung von Strategien zur Verbesserung der Kundenbindung, das Design von Kundenreise-Karten und die Analyse von Kundenfeedback, um Trends zu identifizieren. Sie werden auch dafür verantwortlich sein, technische Unterstützungsteams zu leiten und die Stimme des Kunden innerhalb der Organisation zu vertreten. Wenn Sie eine Leidenschaft für Kundenservice und -erfahrung haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• 5+ Jahre Erfahrung im Kundenservice oder technischem Support.
• Erfahrung in der Kundenreise-Analyse und im Design Thinking.

Responsibilities

• Entwicklung von Programmen zur Verbesserung der Kundenreise und -loyalität.
• Überwachung der technischen Supportteams zur Lösung komplexer Probleme.

Skills

Kommunikationsfähigkeiten

Analytische Fähigkeiten

Kundenbeziehungsmanagement (CRM)

Teamführung

Kundenfeedback-Analyse

Fließend in Arabisch und Englisch

Education

Bachelor in Betriebswirtschaft oder Marketing

Tools

CRM-Software

Kundenfeedback-Plattformen

Job description

The Customer Experience Manager is responsible for overseeing the entire customer lifecycle, ensuring satisfaction through effective communication, problem resolution, collaboration with internal and external teams, and leveraging customer feedback to implement changes to enhance the overall customer journey.This role is also responsible for fostering customer loyalty through innovative and strategic initiatives.

KEY ACCOUNTABILITIES

Customer Experience Strategy

• Develop programs and initiatives to enhance the customer journey and build long-term customer relationships and loyalty.
• Develop strategies to address pain points in product deployment, technical documentation, and lifecycle support.
• Collaborate with Product Management to ensure customer feedback informs future iterations of Infiniarc products.

Customer Journey Mapping & Management

• Design customer journey maps for Infiniarc clients, including retailers, operators and end-users.
• Oversee the end-to-end experience from pre-sales consultations to post-sales support, ensuring seamless integration of solutions (hardware, software, services).
• Act as a liaison between customers and technical teams to address implementation challenges.

Customer Feeback & Insights

• Collect and analyze customer feedback through surveys, social media, and direct interactions to identify trends and areas for improvement.
• Use insights to inform the development of new strategies and enhance the existing customer service processes.
• Monitor industry trends and adopt relevant strategies.

CX Process Optimization

• Evaluate and refine customer service processes to enhance efficiency and effectiveness.
• Work closely with product, marketing, sales, and operations teams to implement best practices and innovative solutions to ensure a seamless customer experience.
• Facilitate communication across departments to align on customer experience objectives and initiatives.

Technical Support & Customer Advocacy

• Oversee technical support teams to resolve complex hardware/software issues.
• Act as the voice of the customer within the organization, advocating for their needs and concerns.
• Advocate for customers in R&D discussions to prioritize feature requests and usability improvements.
• Develop and maintain strong relationships with key customers to understand their experiences and expectations.

Performance Metrics

• Develop Key Performance Indicators (KPIs) to track customer experience success, such as customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
• Prepare and present reports on customer satisfaction and experience metrics.
• Use data-driven insights to inform decision-making and strategic development.
• Build, mentor, and lead a high-performing team of customer service professionals, fostering a customer-centric culture
• Provide training and resources to enhance team skills and performance.
• Conduct performance reviews and implement professional development programs.

Qualification:

• Bachelor’s degree in Business, Marketing, or a related field.

Experience & Knowledge

• 5+ years of experience in customer experience, technical support and customer experience or a related field.
• Demonstrated ability with customer journey mapping and design thinking.
• 2+ years leadership experience with a focus on mentoring and team development.
• Knowledge of customer experience metrics like Net Promoter Score (NPS)

Skills:

• Excellent communication and interpersonal skills, with the ability to build relationships at all organizational levels.
• Ability to work collaboratively across departments.
• Proficiency in customer relationship management (CRM) software and customer feedback platforms.
• Strong analytical skills with the ability to translate data into actionable insights.
• Adaptable and resilient, able to thrive in a fast-paced and evolving environment.
• Fluency in Arabic and English