We are seeking a VIP Customer Experience Manager to lead and elevate the experience of our strategic and top-tier VIP customers. This role is responsible for ensuring premium service governance, executive visibility, proactive engagement, and long-term retention of high-value accounts. You will act as the key interface between VIP customers and senior leadership, driving satisfaction, service excellence, and commercial alignment.

Key Responsibilities Own and govern the overall VIP customer experience framework Lead and mentor VIP Customer Experience specialists Conduct periodic VIP health reviews (on-site visits & executive calls) Manage and coordinate executive-level escalations Drive proactive engagement and retention strategies Provide actionable VIP insights and reporting to CX leadership Align closely with Sales, Operations, and Technical teams to ensure seamless delivery
Success Metrics VIP Retention Rate VIP CSAT / NPSEscalation Resolution & Turnaround Time Customer Health Score Improvement

What We’re Looking For Bachelor’s degree in IT, Engineering, or related field Experience managing strategic / enterprise / VIP accounts Strong governance and analytical mindset Solid understanding of sales cycles and commercial dynamics Excellent executive-level communication and stakeholder management skills Ability to handle high-pressure escalations with professionalism Ideal Background Experience in Telecom, Managed Services, IT Services, or Enterprise Solutions Strong exposure to enterprise customer lifecycle management Proven track record in retention and executive engagement
Why Join Us?
At Nour Net, you will play a strategic role in shaping the experience of our most valuable customers while working closely with executive leadership in a high-impact environment.