Customer Experience Manager

Full time at center3 in Saudi Arabia

Posted on April 4, 2024

Job details

Customer experience:

Design and propose a customer experience strategy, outlining the customer journey and segments, and execution of the strategy; regularly enhance customer journeys to reflect trends and feedback
Develop a B2B customer experience strategy, establish customer experience KPIs, and leverage.
data analytics and AI to enhance or personalize customer experience.
Oversee the entire customer journey to uphold innovative experiences across products, services, touchpoints, and processes.
Liaise with internal stakeholder e.g account managers and customer success to ensure customer- centricity in their respective domains and Identify priorities for CX improvements.
Develop & Implement methodologies to gather customer feedback to report defined customer metrics.
Leverage consumer insights, metrics and research to enhance existing ones or build new innovative proactive customer experiences.
Develop and implement framework and governance for center3's customer experience programs in-line with center3 strategic plan, set KPIs and targets and allocated budgets.
Identify and address customer experience issues proactively to prevent recurrence.
Formulate loyalty strategies and recommend programs or initiatives tailored by customer segment to maintain and build brand loyalty.
Liaise with WBU stc group cx teams to meet CX index satisfaction.

Market insights:

Conduct comprehensive market research through a customer centric approach to identify challenges, customer trends, & innovative opportunities to uplift customer Lifecyle through collaboration with relevant stakeholders E.g. Sales, product management and technology.
Evaluate the competitive landscape in relation to customer related trends and innovations i.e. act as a regular monitor of key competitive plays and announcements on new customer offerings, new concepts etc.

Performs other responsibilities and tasks as directed by the Customer Experience and Innovation Director in order to meet objectives. Minimum Qualifications, experience, skills and competencies Qualifications

Bachelor’s degree in Business Administration for entry to mid career positions, and MBA for advanced career positions with emphasis on quality management and customer relationship management

Years of Experience

A minimum of 5 years of relevant experience with at least 3 - 4 years in a similar role.

Nature of Experience

An office job that requires executing tasks associated with developing and implementing performance and quality monitoring mechanisms, measuring and managing KPIs, communicating to capture input, providing feedback and reporting on progress and improvement initiatives

Job Specific Skills

Technical Skills: Market Analysis, Risk Management, Data Analysis, User Experience (UX) Design, Legal & Regulatory Compliance, Market Trends, Quality Assurance, Conflict Resolution, Process Optimization, CRM, Customer Journey Mapping, Relationship Building, Multichannel Engagement, Customer Feedback Analysis, Corporate Performance Management, KPIs Development, Quality Management, Technical Standards & Guidelines,
Leadership Skills: Strategic Drive, Leadership, Achievement Drive, Developing other, Building Relationships, Flexibility
Behavioral Skills: Impact & Influence, Time Optimization, Customer Centricity, Teamwork, Analytical Thinking, Self-drive, Achievement, Integrity

Business Language Skills

English language proficiency level is fluent

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Hiring company

Center3

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Customer Experience Manager

Job details

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Hiring company

Center3

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