Confidential
Job Overview
A retail organisation in Riyadh is seeking a Customer Experience Manager to oversee service operations and improve the customer journey across physical stores and digital channels. The role focuses on leadership, customer feedback, service consistency, and using performance measures to identify opportunities for better satisfaction and loyalty. This position is based in Riyadh, Saudi Arabia and is offered on a full time basis.
Key Responsibilities
- Lead customer service operations across stores and online channels.
- Set improvement actions to increase customer satisfaction and loyalty.
- Review customer feedback and service performance to identify recurring issues.
- Analyse measures such as Net Promoter Score and Customer Satisfaction Score.
- Prepare customer-experience reports and present findings to management.
- Promote consistent service practices across customer touchpoints.
- Coordinate with other teams to implement and monitor service improvements.
Requirements and Qualifications
Experience: At least 4 years of customer service or customer experience management experience. Qualification: Not specified.
- Have at least four years in customer service or CX management.
- Retail experience is preferred.
- Bring team leadership and service-management experience.
- Communicate findings clearly and present reports to stakeholders.
- Be comfortable monitoring customer feedback, satisfaction measures, and performance trends.
Relevant Skills
- Customer service operations and service-quality improvement.
- NPS, CSAT, feedback analysis, and customer journey metrics.
- Team leadership and cross-functional coordination.
- Reporting, communication, and analytical problem solving.
Employment Details
Location: Riyadh, Saudi Arabia. Employment type: Full Time. Industry: Retail. Compensation: SAR 12,000–18,000 per month (estimated). These details reflect the vacancy information currently available. Applicants should ensure their experience matches the stated requirements and be ready to discuss relevant examples, working practices, and availability during recruitment.
The role suits a customer-focused manager who can translate feedback into measurable improvements. A practical understanding of both in-person and digital service journeys will help ensure a consistent experience and support stronger customer relationships.
To apply for this job email your details to Hr@drama.com.sa
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