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Director of Customer Experience

2 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia سويتر | Sweater Full time
About the Role

Sweater is seeking a highly skilled and experienced Director of Customer Experience to lead our customer experience team and drive business growth through exceptional customer service.

Key Responsibilities
  1. Develop and Implement CX Strategy: Create and execute a comprehensive customer experience strategy that aligns with Sweater's goals and values.
  2. Lead and Mentor the CX Team: Foster a culture of excellence and empathy within the CX team, providing guidance and support to ensure exceptional customer service.
  3. Analyze Customer Feedback and Data: Utilize customer feedback and data analytics to identify areas for improvement and enhance service quality.
  4. Innovate and Improve Customer Touchpoints: Identify and implement innovative solutions to elevate the customer experience, ensuring a seamless and satisfying journey.
  5. Collaborate with Cross-Functional Teams: Work closely with cross-functional teams to ensure alignment and effective communication, driving business growth through customer-centric initiatives.
Requirements
  • Experience: Proven track record (5+ years) in leading customer experience teams, preferably in a tech or service-oriented industry.
  • Leadership Skills: Strong leadership skills with the ability to inspire and motivate teams, driving business growth through exceptional customer service.
  • Analytical Mindset: Excellent analytical skills to interpret customer behavior and feedback, identifying areas for improvement and driving business growth.
  • Communication Skills: Exceptional communication skills, both in Arabic and English, to effectively collaborate with cross-functional teams and drive business growth.
  • Innovation and Tech Fluency: A creative thinker with a knack for finding new ways to delight customers, comfortable using and implementing technology solutions to improve CX.