Customer Experience Officer

Alturki Holding; Riyadh Region; On-site; SAR 120,000 - 180,000; Full time

Job summary

Samara is seeking a role focused on enhancing the customer journey by integrating frontline support with back-office operations, reporting, and performance analysis in the Riyadh region.

The position aims to improve customer satisfaction and loyalty through data-driven decisions, SOP improvements, and efficient handling of customer interactions and internal workflows.

Qualifications

• Bachelor’s degree in business administration, hospitality, tourism, sales, or related field.
• Excellent communication skills in English and Arabic.
• Analytical skills to derive meaningful insights from customer data.
• Customer service oriented with a focus on customer experience.
• Problem-solving and leadership abilities.
• Adaptability and emotional intelligence.
• Proficiency in Arabic and English.

Responsibilities

• Prepare daily, weekly, and monthly customer experience reports (SES, ancillary sales analyses, complaint trends).
• Analyze customer feedback data to identify patterns and improvement opportunities.
• Coordinate with internal departments to resolve systemic issues.
• Monitor reporting and produce exception reports.
• Document and improve SOPs for customer service processes.
• Audit customer interactions and transactions for quality/compliance.
• Support automation initiatives (CRM tools, reporting systems).
• Handle escalated cases requiring investigation and follow-up.
• Maintain records of complaints, resolutions, and corrective actions.

Skills

Communication

Analytical thinking

Customer service

Problem solving

Leadership

Adaptability

Emotional intelligence

Bilingual Arabic & English

Education

Bachelor's degree in business administration, hospitality, tourism, sales, or related field

Job description

Main Job Purpose

Enhancing the overall customer journey by combining frontline support with a strong focus on back-office operations, reporting, and performance analysis. This role ensures service excellence through data-driven insights, process improvements, and efficient handling of customer interactions and internal workflows.

• Company Samara
• Job Family Operations
• City KSA - Riyadh
• Department Not Applicable
• Closing Date 01-Dec-2026

Improve all aspects of the customer journey in a region, ensuring satisfaction and loyalty throughout the customer lifecycle. Improve Incremental Sales, drives revenue growth through promoting value-added products that meet customers’ requirements and maintaining a pleasant journey He/she will understand the impact of creating customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company.

Accountabilities

Back-Office Operations & Reporting (Primary Focus – ~60%)

• Prepare daily, weekly, and monthly customer experience reports (SES, Ancillary sales analyses, complaint trends).
• Analyze customer feedback data to identify patterns, recurring issues, and improvement opportunities.
• Coordinate with internal departments (fleet, operation, customer service) to resolve systemic issues.
• Monitor filed reporting through SIXT book and produce exception reports.
• Document and improve standard operating procedures (SOPs) for customer service processes.
• Audit customer interactions and transactions to ensure quality and compliance.
• Support automation initiatives (CRM tools, reporting systems).
• Handle escalated cases requiring investigation and detailed follow-up.
• Maintain accurate records of complaints, resolutions, and corrective actions.

Customer Interaction & Support (~40%)

• On-hand training and monitoring at counters for SIXT customer service standards and ancillary sales improvement.
• Resolve complaints efficiently while maintaining high service standards.
• Analyzing customer feedback and data to identify improvement opportunities.
• Escalate complex cases to relevant departments when needed.
• Follow up with customers to ensure satisfaction and closure of issues.
• Uphold SIXT brand standards in all customer communications.

Qualification

• Bachelor’s degree in business administration, hospitality, tourism, sales, or any related field.
• Excellent communication skills - strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
• Analytical skills - part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance customer journey
• Customer service skills - experienced in placing the customer at the center of decision-making and continuously striving to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
• Problem-solving skills - can identify and address customer issues, resolve conflicts, and find creative solutions to pain points
• Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization
• Adaptability - can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
• Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed
• Proficient in Arabic and English.

Note: you will be required to attach the following:

• Resume/CV