Customer Experience Manager / Tashereef

Key Responsibilities: Identify pain points and implement improvements to enhance satisfaction Ensure consistency of customer experience across channels Monitor customer satisfaction metrics (CSAT, NPS, CES)

Collect, analyze, and act on customer feedback Develop action plans to improve customer loyalty and retention Establish and maintain customer service standards and guidelines Ensure compliance with company policies and service excellence benchmarks Lead, coach, and develop customer-facing teams Design and deliver training programs focused on customer experience Identify operational inefficiencies and propose solutions Oversee handling of escalated customer complaints Ensure timely and effective resolution of issues Track and report on customer experience KPIs Use data insights to drive strategic decisions Ensure seamless customer experience across digital platforms (website, app, social media)

Collaborate with marketing and IT teams to improve digital interactions Ensure customer interactions align with brand values and positioning

Required Experience & Qualifications: 5–6 years of experience in Customer Experience, Customer Service, Hospitality, or a related field Proven experience in managing customer journeys and improving customer satisfaction .

Previous experience in a supervisory or team leadership role is required Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related field Strong understanding of customer experience frameworks and service excellence standards Experience in handling customer complaints and escalations professionally Exposure to digital customer experience channels (websites, apps, social media)

Strong analytical skills with the ability to interpret data and generate actionable insights Proficiency in Microsoft Office (especially Excel and PowerPoint);

CRM systems experience is a plus Excellent communication skills in English and Arabic (additional languages are an advantage)

Strong leadership, coaching, and team development capabilities Ability to work under pressure and manage multiple priorities effectively