Tadawul
Customer Experience Manager
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 26/10/2025
Job overview
Date posted
11/09/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
26/10/2025
Job description
The Customer Experience Manager will be responsible for developing and implementing strategies to enhance customer satisfaction and loyalty in Riyadh. The role involves monitoring and analyzing customer feedback, managing customer touchpoints, addressing escalations, and implementing feedback mechanisms. The manager will also lead cross-functional initiatives to improve customer experience, conduct staff training to enhance service skills, and establish loyalty programs. Additionally, the role includes setting service standards, ensuring compliance with company policies, and reporting on customer experience performance.
Required skills
Key responsibilities
- Develop and implement customer experience strategies.
- Monitor and analyze customer feedback and satisfaction metrics.
- Lead initiatives to enhance overall customer satisfaction.
- Implement and manage customer feedback mechanisms.
- Collaborate with cross-functional teams to improve customer touchpoints.
- Address and resolve customer concerns and escalations.
- Conduct regular training for staff to enhance customer service skills.
- Establish and maintain customer service standards and protocols.
- Implement loyalty programs and customer retention strategies.
- Prepare and present reports on customer experience performance.
- Manage and control the unitās projects to ensure project cycle completion.
- Guide and assist employees by direct reports to perform their functional operations.
- Oversee and manage the unitās staff to ensure motivation, training, and accountability.
- Set performance objectives, provide support, and evaluate team performance.
- Ensure compliance with communication and information security policies.
- Manage development and implementation of unitās policies, procedures, and processes.
- Ensure compliance with relevant policies, procedures, and processes to achieve operational excellence.
Experience & skills
- Bachelorās Degree in Business/Marketing.
- 6+ years of experience in Customer Experience.
- Strategic Thinking.
- Team Management.
- Data Analysis.
- Customer Journey Mapping.
- Training and Development.
