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Customer Experience Manager

Customer Experience Manager

Saudi Tadawul GroupRiyadh, Riyadh Region, Saudi Arabia
8 منذ ساعات
الوصف الوظيفي

Talent Acquisition Team Leader at Saudi Tadawul Group

Principal Duties and Responsibilities

  • Develop and implement customer experience strategies.
  • Monitor and analyze customer feedback and satisfaction metrics.
  • Lead initiatives to enhance overall customer satisfaction.
  • Implement and manage customer feedback mechanisms.
  • Collaborate with cross-functional teams to improve customer touchpoints.
  • Address and resolve customer concerns and escalations.
  • Conduct regular training for staff to enhance customer service skills.
  • Establish and maintain customer service standards and protocols.
  • Implement loyalty programs and customer retention strategies.
  • Prepare and present reports on customer experience performance.

Key Accountabilities

  • Manage and control the unit’s projects to ensure project cycle completion and commitment to the company’s guidelines and quality.
  • Guide, and assist employees by direct reports to perform their functional operations in accordance with set policies and procedures.
  • Oversee and manage all the unit’s staff to ensure that they are appropriately motivated and trained and carry out their responsibilities to the required standards.
  • Set performance objectives, provide the necessary support, evaluate team(s), and offer regular feedback on performance.
  • Comply with communication and information sharing / handling policy to ensure confidentiality of the information and comply with all relevant risk and information security procedures to ensure operating within the acceptable risk levels.
  • Manage the development and implementation of the unit’s policies, procedures, and processes covering all areas of the unit’s activities to ensure the fulfillment of all work requirements.
  • Ensure compliance with all relevant policies, procedures, and processes throughout the unit in order to achieve the company’s operational excellence.

    • Job Requirements

    Education and Certifications

  • A Bachelor’s Degree in Business / Marketing

    • Knowledge and Experience

  • 6 + years of experience in Customer Experience

    • Skills Required

  • Strategic Thinking
  • Team Management
  • Data Analysis
  • Customer Journey Mapping
  • Training and Development

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Customer Service and Sales
  • Industries : Capital Markets

    • #J-18808-Ljbffr

    إنشاء تنبيه وظيفي لهذا البحث

    Manager Customer Experience • Riyadh, Riyadh Region, Saudi Arabia