Customer Experience Manager, Saudi Arabia

Thermo Fisher Scientific Inc.; Saudi Arabia; Remote; SAR 120,000 - 180,000; Full time

Job summary

A leading company is seeking a dedicated Customer Experience Manager to enhance its customer service in Saudi Arabia. This role requires strong leadership and analytical skills to ensure high customer satisfaction and successful team management within a dynamic environment.

Qualifications

• Proven experience in a customer service management role.
• Ability to manage and develop a high-performing team.
• Proficiency in English and Arabic required.

Responsibilities

• Lead and manage the customer service team.
• Implement strategies to enhance customer experience.
• Monitor customer feedback and drive improvements.

Skills

Leadership

Analytical Skills

Communication

Interpersonal Skills

Customer Focus

Education

Bachelor's Degree in Business Administration or related field

Job description

Work Schedule

Standard Office Hours (40/wk)

Environmental Conditions

Office

Job Description

About the Role

We are looking for a dedicated Customer Experience Manager to lead our customer service efforts in Saudi Arabia. In this role, you will be at the forefront of our mission to provide flawless customer service and ensure our clients receive world-class support. This is an outstanding chance to create a significant impact within a proven industry leader that is ambitious in its goals and committed to continuous improvement.

Key Responsibilities

As the Customer Experience Manager, you will:

• Lead and manage the customer service team to deliver outstanding support and service to our clients.

• Develop and implement strategies to improve the customer experience and exceed customer expectations.

• Monitor and analyze customer feedback to identify areas for improvement and develop action plans.

• Ensure strict adherence to company policies and procedures to maintain the highest standards of service.

• Collaborate with cross-functional teams to successfully implement initiatives that drive customer happiness. Provide training and development opportunities for customer service staff to ensure they have the skills and knowledge to compete in a dynamic market.

• Address advanced customer issues promptly and effectively, ensuring complete happiness. Analyze and report on customer service metrics to determine the success of initiatives and identify areas for further improvement.

Qualifications

To be successful in this role, you must have:

• Proven experience in a customer service management role, preferably within a global organization.

• Outstanding leadership skills with a track record of managing and developing high-performing teams.

• Strong analytical skills with the ability to interpret data and make informed decisions.

• Excellent communication and interpersonal skills to build positive relationships with customers and team members.

• A customer-focused approach with a passion for delivering world-class service.

• The ability to work collaboratively and inclusively with colleagues from a diverse group of backgrounds.

• Proficiency in English and Arabic is required.

• A bachelor's degree or equivalent experience in Business Administration, Marketing, or a related field is preferred.