Job summary
Madar in Riyadh seeks a Customer Experience Manager to oversee and enhance the platform’s end-to-end customer journey. The role manages service operations, monitors satisfaction metrics, drives process improvements, and coordinates cross-functional teams to improve user experience.
Key responsibilities
- Lead end-to-end customer experience strategy across onboarding, operations, support and follow-up.
- Manage customer service operations and ensure timely issue resolution.
- Monitor and improve CSAT, NPS, retention and complaint resolution time.
- Analyze feedback and operational data to identify trends and improvements.
- Coordinate cross-functional teams to deliver customer experience initiatives.
- Develop and implement SOPs and service quality standards.
- Drive training and awareness to instill a customer-centric culture.
- Prepare reports and dashboards on CX performance and KPIs.
Requirements
- Bachelor’s degree in business administration, marketing, or related field.
- 5+ years in customer experience, customer service, or operations.
- Experience in logistics, marketplace, or tech platforms preferred.
- Knowledge of customer journey mapping and CX best practices.
- Experience with CRM systems and customer support tools.
- Strong analytical skills to interpret data and drive insights.
- Excellent communication and stakeholder management skills.
- Fluency in Arabic and English.
Skills
Customer Experience (CX)Customer Journey MappingCRMData AnalysisStakeholder ManagementSOP DevelopmentCross-functional CollaborationEscalation ManagementNPS/CSAT TrackingService Design
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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