Customer Experience Manager

Confidential SemiGovernment; Riyadh; Presencial; SAR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Confidential SemiGovernment is seeking a Customer Experience Manager to lead the design and improvement of the customer journey across all touchpoints. The role focuses on increasing satisfaction, retention and loyalty while driving revenue growth.

You will map journeys, define service standards, collaborate with sales, IT and product teams, and build a voice-of-the-customer program. Fluency in Arabic and English is required, with leadership experience in CX or marketing.

Formación

• Bachelor’s degree in marketing, business administration, management or a related field.
• At least 5 years of experience in customer experience, customer service or marketing, incl. 2+ years in leadership.
• Proven track record improving customer satisfaction metrics and leading frontline or service teams.
• Strong analytical skills and experience with CRM systems and customer feedback tools.
• Fluency in Arabic and English, spoken and written; CCXP or sector experience preferred.

Responsabilidades

• Develop an annual customer experience strategy aligned with commercial and marketing goals.
• Map the full customer journey across all channels and identify pain points and improvement opportunities.
• Design tailored programs and service standards for key customer segments.
• Set and maintain service standards across all channels and touchpoints.
• Coordinate with sales, operations, IT and product teams to remove friction and ensure a seamless experience.
• Oversee complaint handling and escalation processes, ensuring timely resolution.
• Lead and train frontline and customer service teams on service standards and problem-solving.
• Develop loyalty, rewards and retention programs to increase customer lifetime value.
• Work with the digital team to improve website, app, self-service tools and journeys.
• Build a voice-of-the-customer program with customer panels and regular engagement.
• Measure satisfaction with surveys, NPS, CSAT and CES; analyze feedback and data.
• Define and track customer experience KPIs and dashboards for management.
• Prepare regular reports with findings, recommendations and improvement plans.
• Track global best practices and apply what fits.
• Manage partnerships and the budget; oversee vendors and monitor performance.
• Ensure compliance with regulations, data privacy and accessibility standards.

Conocimientos

Arabic & English fluency

Analytical skills

CRM systems

Customer feedback tools

Educación

Bachelor’s degree in marketing, business administration, management or related field

Herramientas

CRM tools

Descripción del empleo

The Customer Experience Manager leads the design and improvement of the customer journey across every touchpoint, from first contact and purchase through service, support and beyond. The goal is to raise customer satisfaction, retention and loyalty, and turn every interaction into a consistent, high-quality experience that strengthens the brand and drives revenue growth.

Key Duties and Responsibilities

Strategy and Customer Journey

• Develop an annual customer experience strategy aligned with the company’s commercial and marketing goals.
• Map the full customer journey (pre-purchase, purchase, post-purchase) across all channels, and identify pain points and improvement opportunities.
• Design tailored programs and service standards for key customer segments (e.g. new customers, high-value customers, B2B clients, customers with special needs).

Service Delivery and Operations

• Set and maintain service standards across all channels: branches, call center, website, app, social media and email.
• Coordinate with sales, operations, customer service, IT and product teams to remove friction and ensure a seamless experience.
• Oversee complaint handling and escalation processes, ensuring timely and fair resolution.
• Lead and train frontline and customer service teams on service standards, communication and problem-solving.

Loyalty, Retention and Digital Experience

• Develop loyalty, rewards and retention programs that increase customer lifetime value.
• Work with the digital team to improve the website, app, self-service tools and online journeys.
• Build a voice-of-the-customer program, including customer panels and regular engagement with key customers.

Measurement and Continuous Improvement

• Measure customer satisfaction through surveys, Net Promoter Score (NPS), CSAT and Customer Effort Score (CES), and analyze feedback, complaints and service data.
• Define and track customer experience KPIs and dashboards.
• Prepare regular reports for management with findings, recommendations and improvement plans.
• Track global best practices in customer experience and apply what fits.

Partnerships and Budget

• Work with marketing and partnership teams to ensure campaigns and partner offers add real value for customers.
• Manage the customer experience budget, contract vendors and service providers (e.g. survey platforms, mystery shopping, CRM tools), and monitor their performance.
• Ensure compliance with applicable regulations, consumer protection standards, data privacy requirements and accessibility for customers with disabilities.

Qualifications and Experience

• Bachelor’s degree in marketing, business administration, management or a related field.
• At least 5 years of experience in customer experience, customer service or marketing, including at least 2 years in a leadership role.
• Proven track record improving customer satisfaction metrics and leading frontline or service teams.
• Strong analytical skills and experience with CRM systems and customer feedback tools.
• Fluency in Arabic and English, spoken and written.
• Preferred: a certification in customer experience (e.g. CCXP) or experience in a relevant sector.