Customer Experience Manager

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

Job summary

A prominent customer service organization in Jeddah is seeking a Customer Experience Manager to lead the customer experience function. The ideal candidate will manage all service channels, enhance customer journeys, and train service agents. A Bachelor's degree in Business Administration is required, along with a minimum of 5 years in customer service. This role aims to improve customer satisfaction and drive loyalty through effective service management.

Qualifications

• Minimum 5 years in customer service or experience management.

Responsibilities

• Manage the overall customer experience process.
• Oversee all customer service channels.
• Design and enhance the customer journey.
• Lead customer satisfaction surveys and feedback mechanisms.
• Manage customer service across digital platforms.
• Train customer service agents.
• Supervise day-to-day operations within the customer experience department.
• Maintain accurate documentation and service records.
• Analyze service performance data.
• Oversee the department’s budget and resource planning.

Education

Bachelor's degree in Business Administration or related field

Job description

Job Purpose

To lead the customer experience function and ensure every touchpoint across the customer journey is effective, engaging, and aligned with the brand. The role focuses on closing the gap between the brand and the customer, increasing satisfaction, and driving loyalty.

Key Responsibilities

• Manage the overall customer experience process and ensure complaints are effectively resolved and integrated into continuous improvement.
• Oversee all customer service channels, including franchise and vending machine-related inquiries.
• Design and enhance the customer journey and touchpoints to increase satisfaction and consistency.
• Lead customer satisfaction surveys and feedback mechanisms; analyze data to identify improvement opportunities.
• Manage customer service across digital platforms by responding to inquiries and resolving issues efficiently.
• Train customer service agents on brand awareness, product knowledge, and high-quality service standards.
• Supervise day-to-day operations within the customer experience department.
• Maintain accurate documentation and service records.
• Analyze service performance data and prepare comprehensive reports.
• Oversee the department’s budget and resource planning.

Job Requirements

Educational Qualifications: Bachelor's degree in Business Administration or related field

Required Experience: Minimum 5 years in customer service or experience management