Customer Experience Manager

BinDawood Holding; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading retail company in Jeddah is seeking a Customer Experience Manager to enhance customer satisfaction and loyalty across all touchpoints. The ideal candidate will develop strategies, manage feedback, and collaborate with teams to ensure a seamless customer journey. A Bachelor's degree in Business Administration or Marketing and 5–8 years of experience in service management is required. Fluency in Arabic and English is essential.

Qualifications

• 5–8 years in customer experience or service management, preferably in retail.
• Strong analytical and data interpretation skills.
• Fluency in Arabic and English.

Responsibilities

• Develop and execute a comprehensive customer experience strategy.
• Establish and manage feedback mechanisms for customer insights.
• Work with cross-functional teams to optimize customer touchpoints.
• Define and maintain customer service protocols.
• Design loyalty programs to increase customer engagement.
• Monitor KPIs to track customer satisfaction and service effectiveness.

Skills

Strategic thinking

Problem-solving

Analytical skills

Communication

Leadership

CRM systems familiarity

Digital customer engagement

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Marketing

Job description

Role Overview

The Customer Experience Manager is responsible for designing and implementing strategies that enhance customer satisfaction, loyalty, and retention across all touchpoints including online. This role ensures a seamless and positive customer journey, aligning with the company’s vision and operational goals.

Key Responsibilities

Strategy Development

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Implement customer journey mapping and continuous improvement initiatives.

Customer Feedback & Insights

• Establish and manage feedback mechanisms (surveys, NPS, focus groups).
• Analyze customer data to identify trends and areas for improvement.

Cross-Functional Collaboration

• Work closely with Marketing, Operations, and Digital teams to optimize customer touchpoints.
• Ensure consistency in service standards across all channels (in-store, online, call center).

Service Standards & Training

• Define and maintain customer service protocols.
• Conduct regular training for staff to enhance customer service skills.

Retention & Loyalty Programs

• Design and implement loyalty programs to increase customer engagement.
• Monitor effectiveness and ROI of retention strategies.

Performance Monitoring

• Track KPIs such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
• Prepare and present reports to senior management.

Qualifications

• Education: Bachelor’s degree in Business Administration, Marketing, or related field.
• Experience: 5–8 years in customer experience or service management, preferably in retail.
• Skills:
• Strategic thinking and problem-solving.
• Strong analytical and data interpretation skills.
• Excellent communication and leadership abilities.
• Familiarity with CRM systems and digital customer engagement tools.

Preferred Competencies

• Knowledge of GCC retail market and customer behavior.
• Ability to lead change and drive customer-centric culture.
• Fluency in Arabic and English.