General Manager Customer Experience

Confidential Government; Saudi Arabia; On-site; SAR 149,000 - 225,000; Full time

Job summary

A governmental body in Saudi Arabia is seeking an experienced General Manager of Customer Experience to lead initiatives enhancing investment engagement and stakeholder satisfaction. The role involves optimizing customer journeys, managing a Customer Service Center, and establishing robust investor relationships. Ideal candidates will possess significant experience in customer experience management with a strong educational background and senior leadership experience. The position promises a dynamic environment and opportunities for impactful change.

Qualifications

• Bachelor’s degree in a related discipline is required.
• A master’s degree or advanced qualification in customer experience management is preferred.
• Minimum 14 years of experience in relevant fields with 5 years in a senior leadership role.

Responsibilities

• Lead development of strategies to enhance investor and stakeholder experience.
• Manage the Customer Service Center for effective resolution of inquiries.
• Develop engagement strategies to strengthen relationships with stakeholders.
• Support investors throughout licensing and application lifecycle.

Skills

Customer journey mapping

Process optimization

Customer service management

Relationship management

Education

Bachelor's degree in business administration, marketing, or public relations

Master's degree or MBA

Job description

Job Purpose

The General Manager of Customer Experience will lead the development and execution of strategies and initiatives aimed at enhancing investment engagement and overall stakeholder experience. This role is responsible for supporting investors and government stakeholders, identifying opportunities for value-added services, and driving sustainable growth through the delivery of a world-class customer experience.

Key Accountabilities

1. Customer Journey & Process Optimization

• Map and optimize the end-to-end investor journey, including interactions with government entities, to identify key touchpoints that enhance the overall customer experience.
• Design and implement strategies to streamline processes, reduce friction points, and ensure a consistent experience across all stages of the investor lifecycle.
• Define Customer Experience Service Level Agreements (SLAs) and monitor performance KPIs in coordination with the Planning & Performance team.

2. Customer Service Center Management

• Lead the Customer Service Center to ensure timely, accurate, and effective resolution of inquiries, concerns, and feedback.
• Oversee the proper triaging and routing of inquiries to relevant Level 1 and Level 2 support teams.
• Establish and enforce service standards that deliver a responsive and positive experience for investors, citizens, and government or legal entities.

3. Customer Engagement & Relationship Management

• Develop and execute proactive engagement strategies across multiple channels to strengthen relationships with investors and government stakeholders.
• Implement tailored communication and structured feedback mechanisms to support long-term engagement and retention.
• Act as the primary relationship owner for key investor accounts.

4. Account Management & Regulatory Interface

• Support investors throughout the licensing and application lifecycle, acting as the main interface between investors and relevant regulatory and compliance teams.
• Ensure the collection of required declarations, follow up on outstanding dues or penalties, and keep investors informed of compliance-related matters.
• Enhance investor awareness of regulatory requirements, policy updates, and application‑specific guidelines.

Minimum Qualifications & Experience

• Bachelor’s degree in business administration, marketing, public relations, or a related discipline is required.
• A master’s degree preferably an MBA or an advanced qualification in strategy or customer experience management is highly preferred.
• Minimum 14 years of experience in customer experience (CX), account management, or business development, with at least 5 years in a senior leadership role.