Director of Customer Experience

Lucidya; Riyadh; On-site; SAR 112,000 - 188,000; Full time

Job summary

A leading B2B SaaS company in Riyadh is looking for a Director of Customer Experience. This strategic leadership role is pivotal for defining and executing initiatives that enhance the customer journey and drive retention. The ideal candidate has 8-10+ years in customer-facing roles, a bachelor's degree in Business Administration or Marketing, and experience with CRM tools. Responsibilities include optimizing customer journeys, leading a high-performing team, and fostering a customer-centric culture. Competitive salary and excellent benefits offered.

Qualifications

• 8-10+ years in customer-facing or post-sales leadership roles.
• Experience in scaling teams in a B2B SaaS environment.
• Strong proficiency with CRM and analytics tools.

Responsibilities

• Define and lead the CX strategy for customer retention.
• Manage and develop a high-performing team.
• Optimize the entire customer journey from onboarding to renewal.
• Monitor KPIs like NPS and CSAT for data-driven insights.
• Collaborate with cross-functional teams for unified customer interactions.
• Implement scalable processes for operational excellence.
• Address complex customer issues and act as a customer advocate.

Skills

Customer-centric culture

Data-driven decision making

Crisis management

Interpersonal skills

Analytical thinking

Adaptability

Education

Bachelor's degree in Business Administration or Marketing

MBA or relevant certifications

Tools

Salesforce

Gainsight

Tableau

Power BI

Job description

The Director of Customer Experience is a strategic leadership role responsible for defining and executing initiatives that enhance the entire customer journey, drive retention, and maximize customer lifetime value. This role bridges the gap between customer needs and business objectives, ensuring a customer-centric culture across the organization.

Roles & Responsibilities

• Strategic Planning:Define and lead the overall CX strategy, focusing on driving product adoption, customer retention, and expansion opportunities (upsell/cross-sell).
• Team Leadership & Management:Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs) and support professionals. Foster a culture of excellence and customer advocacy.
• Customer Journey Optimization:Map and analyze the entire customer journey, from onboarding to renewal, to identify pain points and implement improvements for a seamless experience.
• Data Analysis & Performance Metrics:Own and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and Annual Recurring Revenue (ARR). Use data-driven insights to inform strategies and executive reporting.
• Cross-Functional Collaboration:Collaborate closely with Product, Sales, Marketing, and Engineering teams to ensure a unified approach to customer interactions and advocate for product enhancements based on customer feedback.
• Process & Operational Excellence:Implement scalable processes and systems, including automation and AI-driven support, to optimize customer experiences and operational efficiency.
• Crisis Management & Advocacy:Address complex customer issues and escalations promptly, while acting as the "voice of the customer" within the company to ensure customer needs are met and relationships are maintained.

Experience

• Experience:8-10+ years of experience in customer-facing or post-sales leadership roles within a B2B SaaS environment. Experience in scaling teams and operations during company growth is highly valued.
• Education:A bachelor's degree in Business Administration, Marketing, or a related is required, with an MBA or relevant professional certifications (e.g., CCXP) is a plus.
• Technical Skills:Proficiency with CRM software (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight), and data analytics and reporting tools (e.g., Tableau, Power BI).

Soft Skills

• Leadership & Communication:Exceptional interpersonal, presentation, and team management skills.
• Strategic & Analytical Thinking:Ability to synthesize complex data and feedback into actionable strategies and make data-driven decisions.
• Empathy & Problem-Solving:A genuine obsession for the customer experience and the ability to identify and resolve root causes of issues.
• Adaptability:The ability to navigate rapid technological shifts and evolving customer expectations is crucial.