Customer Experience Manager

Job description

the employer is a leading Saudi digital logistics platform, owned by another company, which works to create a qualitative shift in transportation management across industries. It connects shippers, carriers, and logistics partners through a unified ecosystem that provides visibility, efficiency, and automation. the employer enables seamless shipment fulfillment, financial integration, and real-time tracking. · Redefining the future of logistics services in the Kingdom and abroad. Role Overview: We are looking for a Customer Experience Manager to lead and enhance the end-to-end customer journey across our platform. This role is responsible for ensuring high levels of customer satisfaction, improving service operations, and driving continuous improvement initiatives to deliver a seamless and efficient customer experience. Key Responsibilities: Manage and supervise project development from start to finish. Coordinate cross-functional teams to ensure timely achievement of objectives. Develop and implement strategies consistent with the company's objectives. Monitor project progress and provide regular updates to stakeholders. Identify risks and develop mitigation plans to ensure project success. Lead and manage the customer experience strategy across all touchpoints (onboarding, operations, support and post-service follow-up). Monitor and improve customer satisfaction metrics (CSAT, NPS, customer retention, complaint resolution). time). Oversee daily customer service operations and ensure issues are resolved timely and effectively. Analyze customer feedback, complaints and operational data to identify trends and opportunities for improvement. Collaborate with operations, sales, product, and technology teams to enhance service delivery and user experience. Develop and implement standard operating procedures Service standards and standards to ensure consistency and quality. Drive customer-focused culture throughout the organization through training and awareness initiatives. Manage escalation processes and ensure proper handling of critical customer issues. Prepare regular reports and dashboards on customer experience performance and KPIs. Identify opportunities for automation and digital improvements to improve the customer journey. Requirements Bachelor's degree in business administration, marketing, or related field. 5+ years of experience in customer experience, customer service, or operations (preferably in logistics, marketplace, or technology platforms). Strong understanding of customer journey mapping and customer experience best practices. Experience working with CRM systems and customer support tools. Strong analytical skills with the ability to interpret data and drive insights. Excellent communication and stakeholder management skills. Ability to work cross-functionally and influence different teams. Fluency in Arabic and English

Requirements

• Role Overview: **We are looking for a Customer Experience Manager to lead and enhance the end-to-end customer journey across our platform. This role is responsible for ensuring high levels of customer satisfaction, improving service operations, and driving continuous improvement initiatives to deliver a seamless and efficient customer experience. Lead and manage the customer experience strategy across all touchpoints (onboarding, operations, support and post-service follow-up). Collaborate with operations, sales, product, and technology teams to enhance service delivery and user experience. Prepare regular reports and dashboards on customer experience performance and KPIs. Requirements ** * Bachelor's degree in business administration, marketing, or related field
• 5+ years of experience in customer experience, customer service, or operations (preferably in logistics, marketplace, or technology platforms). Experience working with CRM systems and customer support tools. Strong analytical skills with the ability to interpret data and drive insights. Ability to work cross-functionally and influence different teams

Skills