Customer Experience Manager

4 days ago

Jeddah, Makkah Province, Saudi Arabia BinDawood Holding Full time

Role Overview

The Customer Experience Manager is responsible for designing and implementing strategies that enhance customer satisfaction, loyalty, and retention across all touchpoints including online. This role ensures a seamless and positive customer journey, aligning with the company's vision and operational goals.

Key Responsibilities

Strategy Development

  • Develop and execute a comprehensive customer experience strategy aligned with business objectives.
  • Implement customer journey mapping and continuous improvement initiatives.

Customer Feedback & Insights

  • Establish and manage feedback mechanisms (surveys, NPS, focus groups).
  • Analyze customer data to identify trends and areas for improvement.

Cross-Functional Collaboration

  • Work closely with Marketing, Operations, and Digital teams to optimize customer touchpoints.
  • Ensure consistency in service standards across all channels (in-store, online, call center).

Service Standards & Training

  • Define and maintain customer service protocols.
  • Conduct regular training for staff to enhance customer service skills.

Retention & Loyalty Programs

  • Design and implement loyalty programs to increase customer engagement.
  • Monitor effectiveness and ROI of retention strategies.

Performance Monitoring

  • Track KPIs such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
  • Prepare and present reports to senior management.

Qualifications

  • Education:
    Bachelor's degree in Business Administration, Marketing, or related field.
  • Experience:
    5–8 years in customer experience or service management, preferably in retail.
  • Skills:
  • Strategic thinking and problem-solving.
  • Strong analytical and data interpretation skills.
  • Excellent communication and leadership abilities.
  • Familiarity with CRM systems and digital customer engagement tools.

Preferred Competencies

  • Knowledge of GCC retail market and customer behavior.
  • Ability to lead change and drive customer-centric culture.
  • Fluency in Arabic and English.

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