Customer Experience Leader

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Dafater Full time

We are seeking a highly skilled Customer Experience Leader to lead our team of specialists in delivering outstanding client experiences.

Key Responsibilities:

  • Oversee and guide a team of Client Success Specialists.
  • Ensure the team follows best practices in customer engagement and issue resolution.
  • Provide coaching, feedback, and performance monitoring for team members.

**Customer Engagement & Relationship Management**

  • Act as the escalation point for complex customer issues.
  • Build strong, long-term relationships with key clients, understanding their needs.
  • Identify opportunities for customers to expand their use of our products.

**Customer Retention & Success Optimization**

  • Track customer health metrics and ensure proactive engagement to minimize churn.
  • Implement strategies to improve retention and customer satisfaction.
  • Monitor and enhance customer onboarding effectiveness.
  • Work closely with sales, product, and support teams to align on customer needs.
  • Provide insights and recommendations based on customer feedback.
  • Assist in developing internal processes to improve efficiency and team performance.

**Requirements:**

  • Experience: 3+ years in customer success, account management, or a related field, with at least 1 year in a supervisory or team lead role.
  • Education: Bachelor's degree in Business, Marketing, or a related field.
  • Skills:
    • Strong leadership and team management abilities.
    • Excellent communication skills in English and Arabic.
    • Familiarity with CRM tools and customer success platforms.
    • Analytical mindset with the ability to track and improve customer engagement.

At Dafater, we value customer success and offer a collaborative environment where you can grow your career.



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