Customer Experience Manager | Saudi Arabia

RAWAJ; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in the Sanitary and Lighting Industry in Riyadh is seeking a Customer Experience Manager. This role involves shaping the customer journey to enhance satisfaction and loyalty through strategic initiatives and cross-functional collaboration. The ideal candidate will have a strong background in customer experience, excellent communication skills, and a proven track record in improving customer satisfaction.

Qualifications

• 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.

Responsibilities

• Design and implement customer experience strategies across physical and digital channels.
• Collect and analyze customer feedback to identify pain points and areas for improvement.
• Monitor customer satisfaction KPIs (NPS, CSAT, CES) and take corrective actions.

Skills

Communication

Analytical Skills

Customer Engagement

Education

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

Tools

CRM tools

Job description

Leverage your abilitiesand join the dynamic team of a leading company specializing inthe 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 areas for improvement.
• 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 a 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.