Job Purpose

The Customer Experience Manager leads the design and improvement of the customer journey across every touchpoint, from first contact and purchase through service, support and beyond. The goal is to raise customer satisfaction, retention and loyalty, and turn every interaction into a consistent, high-quality experience that strengthens the brand and drives revenue growth.

Key Duties and Responsibilities

Strategy and Customer Journey

• Develop an annual customer experience strategy aligned with the company’s commercial and marketing goals.
• Map the full customer journey (pre-purchase, purchase, post-purchase) across all channels, and identify pain points and improvement opportunities.
• Design tailored programs and service standards for key customer segments (e.g. new customers, high-value customers, B2B clients, customers with special needs).

Service Delivery and Operations

• Set and maintain service standards across all channels: branches, call center, website, app, social media and email.
• Coordinate with sales, operations, customer service, IT and product teams to remove friction and ensure a seamless experience.
• Oversee complaint handling and escalation processes, ensuring timely and fair resolution.
• Lead and train frontline and customer service teams on service standards, communication and problem-solving.

Loyalty, Retention and Digital Experience

• Develop loyalty, rewards and retention programs that increase customer lifetime value.
• Work with the digital team to improve the website, app, self-service tools and online journeys.
• Build a voice-of-the-customer program, including customer panels and regular engagement with key customers.

Measurement and Continuous Improvement

• Measure customer satisfaction through surveys, Net Promoter Score (NPS), CSAT and Customer Effort Score (CES), and analyze feedback, complaints and service data.
• Define and track customer experience KPIs and dashboards.
• Prepare regular reports for management with findings, recommendations and improvement plans.
• Track global best practices in customer experience and apply what fits.

Partnerships and Budget

• Work with marketing and partnership teams to ensure campaigns and partner offers add real value for customers.
• Manage the customer experience budget, contract vendors and service providers (e.g. survey platforms, mystery shopping, CRM tools), and monitor their performance.
• Ensure compliance with applicable regulations, consumer protection standards, data privacy requirements and accessibility for customers with disabilities.

Qualifications and Experience

• Bachelor’s degree in marketing, business administration, management or a related field.
• At least 5 years of experience in customer experience, customer service or marketing, including at least 2 years in a leadership role.
• Proven track record improving customer satisfaction metrics and leading frontline or service teams.
• Strong analytical skills and experience with CRM systems and customer feedback tools.
• Fluency in Arabic and English, spoken and written.
• Preferred: a certification in customer experience (e.g. CCXP) or experience in a relevant sector.