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Customer Experience Director

2 months ago

Jeddah, Makkah Province, Saudi Arabia WhiteCrow Research Full time

About WhiteCrow Research:

At WhiteCrow Research, we are committed to fostering an inclusive and diverse work environment where every individual can thrive. As a fundamental principle, each team member has the duty to contribute to and sustain a culture of inclusivity. Our organization believes that laws, regulations, and business practices should uphold the principles of diversity, inclusion, and equality. While laws may vary in the countries where we operate, we remain dedicated to maintaining an inclusive and diverse workplace—where individuals can be themselves and excel both professionally and personally.


Key Responsibilities:

  1. Develop and execute a comprehensive strategy for delivering exceptional customer experiences across all digital channels.
  2. Lead a team of operations specialists, providing guidance and support to ensure seamless customer interactions.
  3. Collaborate with cross-functional teams to align customer experience efforts with business objectives.
  4. Analyze customer feedback, surveys, and data to identify areas for improvement and enhance the customer journey.
  5. Design and implement customer service standards to ensure consistent and exceptional service delivery.
  6. Train and educate staff on customer-centric approaches to foster a customer-focused culture throughout the organization.
  7. Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management.

Requirements and Qualifications:

  1. Proven experience working in large organizations and handling complex projects.
  2. Experience in measuring performance and satisfaction of customers using various tools such as surveys, feedback, analytics, and social media.
  3. A minimum of a Bachelor's degree in business administration, marketing, business management, communications, or a related field (a Master's degree is preferred).
  4. Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous.