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Customer Experience

2 months ago

Medina, Al Madīnah al Munawwarah, Saudi Arabia Careem Full time
About the Role

We are seeking a dynamic and detail-oriented individual to join our team as a Customer Experience & Growth Specialist in Madinah, Saudi Arabia. This crucial role will drive customer engagement, foster partnerships, and spearhead growth initiatives while ensuring a seamless user experience that respects Madinah's spiritual and cultural significance.

Key Responsibilities
  • Madinah Market Leadership
    • Oversee and coordinate all local activities in Madinah, focusing on serving visitors and residents respectfully.
    • Represent the company at local events and industry gatherings, aligning with Madinah's status as a holy city.
    • Develop and nurture partnerships with key stakeholders, including hotels catering to visitors, local authorities, and tourism organizations.
  • Growth & Demand Generation
    • Implement and manage on-ground initiatives to drive demand and user acquisition, tailored to Madinah's visitors' needs.
    • Design and execute local experiments (e.g., guided tours to historical sites, special services to enhance user experience).
    • Identify and secure sponsorship opportunities with local and national businesses, ensuring alignment with cultural sensitivities.
  • Customer Communications & Experience
    • Develop, review, and optimize all customer communications, ensuring they are clear, culturally appropriate, and effective.
    • Regularly review and improve the Arabic content on the app, ensuring accuracy, cultural relevance, and ease of understanding.
    • Conduct comprehensive reviews of the overall user journey, identifying and addressing pain points or areas for improvement.
    • Monitor and respond to customer feedback, ensuring high satisfaction levels while addressing the unique needs of customers.
    • Collaborate with the global team to address customer needs and suggestions, focusing on tourism requirements.
  • Operational Excellence
    • Implement and manage systems to track and recover missing bikes, minimizing loss and ensuring service reliability.
    • Track tickets and make sure issues are resolved.
    • Develop and manage bike branding strategies that resonate with Careem's unique character.
    • Create and oversee advertising campaigns for mobiframes, bikes, and stations.
  • Market Intelligence & Reporting
    • Gather and analyze local market data, customer insights, and operational metrics specific to Madinah.
    • Conduct and analyze customer surveys and interviews to gather insights for product and service improvement.
    • Prepare regular reports on market trends, visitor behavior, growth opportunities, and operational performance.
    • Provide recommendations for service improvements and growth strategies based on local insights.
Qualifications
  • Bachelor's degree in Business, Marketing, Tourism Management, or related field.
  • 1-2 years of experience in customer experience management, operations, or similar roles, preferably in Madinah or other religiously significant locations.
  • Fluency in Arabic and English; additional languages common among pilgrims are a strong plus.
  • Excellent written and verbal communication skills, with a keen eye for detail in content review and creation.
  • Deep understanding of Islamic culture, Madinah's significance, and the needs of tourists.
  • Strong analytical skills with experience in data-driven decision making.
  • Proven ability to manage multiple projects and priorities in a fast-paced environment.
  • Creative problem-solving skills and a proactive approach to improving user experience.
What We Offer
  • Opportunity to shape the growth and user experience of a dynamic company in the holy city of Madinah.
  • Collaborative work environment that values innovation, cultural sensitivity, and spiritual awareness.
  • Competitive salary and benefits package aligned with local standards.
  • Professional development and growth opportunities in the unique context of religious tourism and technology.