Head of Customer Experience

Uplines®; Jeddah; On-site; SAR 120,000 - 240,000; Full time

Job summary

An established industry player is seeking a Head of Customer Experience to lead the charge in enhancing user and merchant satisfaction. This pivotal role involves strategizing and executing initiatives to optimize customer journeys, ensuring high engagement and retention rates. The successful candidate will oversee Customer Support and Success teams, leveraging data analytics to personalize interactions and drive loyalty. If you are a strategic thinker with a passion for customer-centric solutions, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualifications

• 8+ years in customer and merchant experience roles, with at least 3 years in leadership.
• Proven track record in enhancing satisfaction and retention in fintech or loyalty.

Responsibilities

• Lead Customer Support and Success teams to optimize user and merchant journeys.
• Develop strategies to enhance user satisfaction and merchant engagement.

Skills

Strategic Thinking

Leadership Skills

Analytical Skills

Communication Skills

Customer-Centric Mindset

Adaptability

Education

Bachelor's degree in Business Administration

Master's degree

Job description

General Information

Job title: Head of Customer Experience

Department: Commercial

Reporting to: Chief Commercial Officer (CCO)

Location: Jeddah, Saudi Arabia

Job Objectives

The Head of Customer Experience is responsible for leading and implementing strategies to deliver exceptional satisfaction, engagement, and loyalty for both users and merchants. By managing the Customer Support and Customer Success teams, this role focuses on optimizing the user and merchant journeys, building success stories, improving engagement, and ensuring high retention rates while aligning efforts with the company's loyalty and payment gateway objectives.

Key Responsibilities

Customer and Merchant Experience Strategy Development:

• Define and execute a comprehensive strategy to ensure seamless interaction for users and merchants across all touchpoints.
• Align strategies with company goals to enhance user satisfaction, merchant engagement, retention, and transaction frequency.
• Develop user and merchant success stories to highlight the value of the company's solutions, showcasing how they help scale transactions, improve performance, and boost engagement and loyalty.

Operational Leadership:

• Oversee the Customer Support and Customer Success teams, ensuring their objectives align with the overall customer and merchant experience vision.
• Monitor team performance against SLAs and KPIs to maintain high service standards.
• Implement tools and systems to streamline workflows and improve operational efficiency for both users and merchants.

Journey Optimization:

• Map the user and merchant journeys to identify pain points and implement targeted improvements.
• Leverage data analytics to personalize interactions, drive engagement, and increase transaction volumes.
• Collaborate with Marketing and Product teams to incorporate user and merchant feedback into product and campaign design.

Proactive Engagement and Retention:

• Develop campaigns in collaboration with the Customer Success team to reactivate dormant users and merchants and promote loyalty.
• Establish escalation policies to ensure swift and satisfactory resolutions for both users and merchants.
• Build and promote user and merchant success stories to solidify credibility, drive adoption, and demonstrate the impact of the company's solutions.

Collaboration and Advocacy:

• Act as the voice of the user and merchant in cross-departmental meetings, providing insights and recommendations based on feedback.
• Work closely with Marketing, Product, Technical, and Merchant Acquisition teams to ensure needs are integrated into product development and campaigns.
• Support the creation of marketing materials showcasing success stories to strengthen the company's brand and credibility.

Team Development and Management:

• Mentor and develop Customer Support and Customer Success managers, fostering a high-performance culture.
• Ensure teams are equipped with the necessary tools, training, and resources to excel in serving users and merchants.
• Build a collaborative environment focused on delivering exceptional user and merchant experiences.

Process Optimization:

• Regularly review and improve workflows to ensure alignment with user and merchant expectations.
• Implement feedback loops to integrate user and merchant insights into product, operational, and marketing strategies.
• Continuously improve key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates.

Functional Responsibilities

• Oversee the integration of feedback into product development and marketing strategies to enhance offerings.
• Deliver value-added services that drive satisfaction, retention, and growth for both users and merchants.
• Build a repository of user and merchant success stories that demonstrate the effectiveness of the company's solutions.

Key Internal Working Relationships

• Marketing Team: Collaborate on campaigns to engage users and merchants and promote success stories.
• Product Team: Align product updates with user and merchant feedback to ensure market relevance.
• Merchant Acquisition Team: Support onboarding and retention strategies to maintain long-term merchant engagement.
• Operations Team: Address operational challenges impacting user and merchant satisfaction.
• Technical Team: Ensure tools and processes enhance user and merchant interactions.
• CCO: Report on experience performance and align initiatives with commercial objectives.

Key External Working Relationships

• Users and Merchants: Engage with both stakeholders to gather feedback, resolve issues, and promote loyalty.
• Third-Party Providers: Collaborate with service providers to ensure tools and platforms support stakeholder needs effectively.

Job Qualifications & Specifications

Educational Background:

• Bachelor's degree in Business Administration, Customer Service Management, or a related field.
• Master's degree is a plus.

Experience:

• 8+ years in customer and merchant experience roles, with at least 3 years in a leadership position.
• Proven track record in enhancing satisfaction, engagement, and retention for users and merchants in fintech, loyalty programs, or similar industries.

Skills and Attributes for Success:

• Strategic Thinking: Ability to design and implement impactful strategies for users and merchants.
• Leadership Skills: Inspire and manage teams to achieve ambitious goals.
• Analytical Skills: Proficiency in interpreting data to drive continuous improvement.
• Communication Skills: Ability to advocate for user and merchant needs across teams.
• Customer-Centric Mindset: Deep empathy and focus on exceeding stakeholder expectations.
• Adaptability: Thrive in a fast-paced, dynamic environment with evolving priorities.

Key Performance Indicators (KPIs):

1. Customer Satisfaction (CSAT): Improvement in user and merchant satisfaction metrics.
2. Net Promoter Score (NPS): Increase in user and merchant loyalty and advocacy.
3. Retention Rates: Growth in user and merchant retention across products and services.
4. Resolution Time: Reduction in average ticket resolution time.
5. Engagement Metrics: Growth in user and merchant reactivation and transaction activity.
6. Success Stories: Development and promotion of impactful user and merchant success stories.

Competencies:

• Customer and Merchant-Centricity: Deep understanding of stakeholder needs and how to address them effectively.
• Collaboration: Work seamlessly across teams to deliver cohesive and impactful experiences.
• Innovation: Develop creative solutions to enhance user and merchant interactions.
• Operational Efficiency: Optimize processes to deliver seamless service and satisfaction.