Customer Experience Supervisor

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Marketing Home Group Full time
We are looking for an enthusiastic and dedicated customer experience Supervisor to enhance our customer experiences.

You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customers' experience across all channels.


About the company:

we are a company overseeing, owning, and managing a group of brands that are specialized in retailing premium construction and building material products.


Responsibilities:

  • To ensure that the business and product owners (throughout each brand within the group) follow a customercentric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey.
  • To reshape the customer experience and make it simple and frictionless for customers to do business with us.
  • To have the understanding of touchpoints across the entire customer relationship journey with each brand within the group, and be able to empathize with customers' point of view.
  • Liaise with internal teams such as marketing, sales, product development, trading representatives, operations, credit/risk, finance, Digital UX etc. to ensure that gaps in the customer experience irrespective of where they occur in the journey are plugged.
  • Regular communication with internal stakeholders such as Customer Care Supervisor and other customerfacing teams to identify gaps and opportunities, if any in the brand experience.
  • Raise red flags wherever the business process anything pre or post sales needs correction to ensure the customer has a seamless experience with each brand within the group.

Job Requirement:

  • Minimum 5+ years CX or relevant experience in a B2C business with direct interaction with customers.
  • Experience mapping and designing customer journeys based on customer feedback and insight.
  • Good analytical skills; able to run customer segmentation exercises, and analyse performances to recommend actionable steps for channels to take to improve CX.
  • Bachelor's degree in business related studies, or higher qualification.

Ability to commute/relocate:

  • Riyadh: Reliably commute or planning to relocate before starting work (required)

Experience:

  • B2C: 5 years (required)
  • CX: 5 years (required)

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