Customer Experience Manager | Saudi Arabia

Rawaj HCM Jobs; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in the Sanitary and Lighting Industry in Riyadh seeks a Customer Experience Manager to optimize the customer journey and enhance satisfaction. The role involves developing strategies, collaborating with teams, and monitoring KPIs to ensure a top-notch customer experience.

Qualifications

• 4-6 years of experience in customer experience or customer success roles.
• Proven track record in improving customer satisfaction in B2B or B2C.
• Familiarity with customer journey mapping.

Responsibilities

• Design and implement customer experience strategies across channels.
• Collect and analyze customer feedback to identify pain points.
• Monitor customer satisfaction KPIs and take corrective actions.

Skills

Communication

Analytical skills

Education

Bachelor’s degree in Business Administration, Marketing, or related field

Tools

CRM tools

Job description

Leverage your abilities and join the dynamic team of a leading company specializing in the Sanitary and Lighting Industry in Saudi Arabia, Riyadh.

The Customer Experience Manager will be responsible for shaping and optimizing the end-to-end customer journey to ensure satisfaction, loyalty, and brand engagement across all touchpoints in the sanitary and lighting business.

Key Accountabilities

The position involves:

• Design and implement customer experience strategies across physical and digital channels.
• Collect and analyze customer feedback to identify pain points and improvement areas.
• Collaborate with sales, service, and marketing teams to enhance customer engagement.
• Develop loyalty programs and customer retention initiatives.
• Monitor customer satisfaction KPIs (NPS, CSAT, CES) and take corrective actions.
• Act as the voice of the customer in internal discussions and strategy planning.

Knowledge, Skills, and Experience

We are looking for:

• Bachelor’s degree in Business Administration, Marketing, or related field.
• Minimum 4–6 years of experience in customer experience or customer success roles.
• Proven track record in improving customer satisfaction in a B2B or B2C environment.
• Excellent communication and analytical skills.
• Familiarity with CRM tools and customer journey mapping.