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customer experience director

Virtucruit

VirtuCruit is partnering with a leading Saudi group to launch an automotive platform headquartered in Riyadh. We are seeking a Customer Experience Director to design a world-class customer journey and service culture.Role OverviewThe CX Director will establish customer experience frameworks, build omnichannel support, and ensure exceptional service delivery from launch.Key Responsibilities<ul><li>Journey Mapping: Design end-to-end customer journeys for all platform touchpoints.</li><li>Service Operations: Establish call centers, chatbots, and digital support tools.</li><li>Customer Insights: Use data to track satisfaction, NPS, and loyalty KPIs.</li><li>Training: Implement customer service training for front-line teams.</li><li>Continuous Improvement: Lead initiatives to enhance the customer lifecycle experience.</li></ul>Qualifications & Experience<ul><li>12+ years of CX leadership in automotive, retail, or digital platforms.</li><li>Strong CRM and customer service systems knowledge.</li><li>Experience in building CX functions from the ground up.</li></ul>What This Role OffersA career-defining opportunity to set the gold standard for customer experience in Saudi Arabias automotive sector. Required Skills: <ul><li>Automotive</li><li>Offers</li><li>Operations</li><li>CRM</li><li>Service Delivery</li><li>Customer Experience</li><li>Retail</li><li>Continuous Improvement</li><li>Design</li><li>Customer Service</li><li>Leadership</li><li>Training</li></ul><img src="https://www.jobg8.com/Tracking.aspx?St%2ffOczetkbIEP7Oz28Mzob4Y52tg1dft" width="0" height="0" />

Customer Experience Director

Supertech Group

<div>Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.
Job Overview
The Director of Experience will lead the design, delivery, and continuous improvement of customer and user experiences across all webook.com touchpoints. This role blends strategy, design thinking, and operational excellence to ensure seamless, engaging, and consistent experiences for both B2B and B2C audiences.
You will collaborate closely with all relevant departments to translate user insights into impactful experience improvements that drive satisfaction, loyalty, and business growth.
Key Responsibilities:
Experience Strategy &amp; Execution<ul>
<li>
Translate the company&rsquo;s customer experience vision into actionable plans and measurable outcomes.</li>
<li>Lead initiatives to enhance end-to-end customer and user journeys across digital and service channels.</li>
<li>Stay ahead of experience trends, best practices, and emerging technologies to guide innovation.</li>
<li>Develop and manage the experience roadmap and related budgets.</li>
</ul>
Team Leadership &amp; Development<ul>
<li>
Collaborate with multidisciplinary team of UX designers, researchers, and journey specialists.</li>
<li>Manage The customer support leads to enhance service standards and ensure alignment with experience goals.</li>
<li>Foster a culture of empathy, collaboration, and innovation within the experience function.</li>
</ul>
Experience Design &amp; Research<ul>
<li>
Lead customer journey mapping, persona development, and service blueprinting activities.</li>
<li>Oversee research programs to uncover user needs, pain points, and opportunities for improvement.</li>
<li>Define and monitor experience KPIs and customer satisfaction metrics (CSAT, NPS, CES).</li>
</ul>
Customer Support &amp; Operations<ul>
<li>
Manage the Support team to enhance self-service capabilities and streamline customer interactions.</li>
<li>Support implementation of new tools and automation to improve efficiency and response times.</li>
<li>Ensure consistent communication standards and escalation processes are in place.</li>
</ul>
Technology &amp; Experience Tools<ul>
<li>
Partner with IT and Product teams to implement and optimize CX and UX tools (CRM, chatbots, analytics, feedback systems).</li>
<li>Support the integration of AI-driven customer support tools, personalization, automation, and sentiment analysis tools.</li>
<li>Champion data-informed decision-making by leveraging experience analytics and insights.</li>
</ul>
Cross-functional Collaboration<ul>
<li>
Work closely with Product, Marketing, and Operations to ensure experience strategy aligns with business priorities.</li>
<li>Translate customer insights into actionable recommendations that influence product and service design.</li>
<li>Establish feedback loops across departments to ensure continuous improvement.</li>
</ul>
Requirements<ul>
<li>
8+ years of experience in customer or user experience, service design, or related field.</li>
<li>3&ndash;5 years of leadership experience managing cross-functional or design-focused teams.</li>
<li>Proven record of improving customer experience within digital platforms (SaaS, e-commerce, or tech-driven organizations).</li>
<li>Strong understanding of UX, journey mapping, and design thinking methodologies.</li>
<li>Experience implementing experience measurement frameworks (NPS, CSAT, CES, VOC).</li>
<li>Solid grasp of omnichannel experience management and digital experience technologies.</li>
<li>Excellent stakeholder management, communication, and presentation skills.</li>
<li>Bachelor&rsquo;s degree required; Master&rsquo;s in a related field preferred.</li>
<li>Familiarity with agile delivery environments.</li>
<li>Experience working in fast-paced, high-growth environments is a plus.</li></ul></div>

Director of Experience

<div>
 
 We are representing a well-established organization in the Consumer and Lifestyle space, with a strong focus on digital transformation and customer engagement. The company is entering an exciting new growth phase and is looking for an experienced Marketing Director to lead strategy, creativity, and execution across Saudi Arabia, driving brand growth and market impact.
 
 
 
 
 
 
 Role Overview
 
 
 
 As Marketing Director, you&rsquo;ll define and drive the marketing strategy, build brand equity, and strengthen customer connections across multiple channels. You will lead a high-performing team across brand, digital, communications, and customer experience functions, while collaborating closely with senior leadership on commercial and strategic priorities.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Develop and implement integrated marketing strategies that align with business objectives.
 </li>
 <li>
 Oversee brand positioning, campaign execution, and content development across online and offline channels.
 </li>
 <li>
 Lead digital marketing and CRM initiatives to enhance customer experience and engagement.
 </li>
 <li>
 Drive innovation through data-driven insights, consumer analytics, and market intelligence.
 </li>
 <li>
 Manage creative, media, and research agency partnerships to deliver impactful campaigns.
 </li>
 <li>
 Monitor marketing KPIs, ROI, and performance metrics to ensure effective budget utilization.
 </li>
 <li>
 Partner with commercial, product, and operations teams to align marketing with overall growth targets.
 </li>
 <li>
 Recruit, mentor, and develop marketing team members, ensuring the team has the skills and structure needed to execute the marketing strategy effectively
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Marketing, Business, or a related discipline; MBA preferred.
 </li>
 <li>
 10&ndash;15 years&rsquo; experience in marketing leadership roles within consumer, retail, lifestyle, or related industries.
 </li>
 <li>
 Proven success in leading brand and digital transformation projects in Saudi Arabia
 </li>
 <li>
 Strong understanding of consumer behavior, market trends, and omnichannel marketing.
 </li>
 <li>
 Fluent in English and Arabic is a must
 </li>
 </ul>
 
 
 
 
 
 What&rsquo;s on Offer
 
 
 <ul>
 <li>
 Strategic leadership role in a growing and forward-thinking organization.
 </li>
 <li>
 Opportunity to shape the marketing vision and influence brand evolution in a competitive market.
 </li>
 <li>
 Collaborative and innovative work culture focused on results, creativity, and growth.
 </li>
 </ul>
 
 
</div>

Marketing Director

Overview The Product Director will drive product vision, design, and execution, ensuring the platform delivers best-in-class digital automotive services.VirtuCruit is partnering with a leading Saudi group to recruit a Product Director for a new automotive platform headquartered in Riyadh. Responsibilities <ul><li>Define product vision and roadmap.</li><li>Lead UX/UI and product design strategy.</li><li>Manage end-to-end product lifecycle from concept to launch.</li><li>Collaborate with tech, commercial, and operations teams.</li><li>Ensure features align with customer needs and market trends.</li></ul> Qualifications <ul><li>12+ years in product leadership.</li><li>Experience in digital platforms or automotive marketplaces.</li><li>Strong background in UX/UI and product analytics.</li></ul> What This Role Offers A career-defining opportunity to build a platform product suite from the ground up. Required Skills <ul><li>Automotive</li><li>Offers</li><li>Operations</li><li>Product Design</li><li>Features</li><li>Analytics</li><li>Strategy</li><li>Design Leadership</li></ul><img src="https://www.jobg8.com/Tracking.aspx?wQojzMn37u%2beIT05JWHcCufW3lr1H9Aur" width="0" height="0" />

Product Director Digital Automotive Services

Fendi

<div><div><div><div><h3 class="jobSectionHeader">Position
</h3>The Assistant Store Manager works close to the Store Director to support the Store's organization and contributes to run properly its own department activities, meeting KPIs and striving to achieve assigned goals. He/she is responsible for merchandising, stock availability, sales, profitability, customer journey, team and general day-by-day management.
</div><div><h3 class="jobSectionHeader">Job responsibilities
</h3>Main Responsibilities
Category Sales Management and Business Developmen t
<ul><li>Lead and develop the business of the Department, by cultivating a comprehensive and strategic understanding of it and relating to all relevant stakeholders
</li><li>Monitor and achieve category department performance with relevant KPIs;
</li><li>Analyse the category business, propose and implement action plans to improve results;
</li><li>Set category performance target for the team and individual with the Store Manager;
</li><li>Be sensitive to competitors' trading activities and give feedback to Store Manager.
</li></ul>Client Management
<ul><li>Leverage all clienteling tools to achieve Departments and Store business goals;
</li><li>Demonstrate as a sales leadership by delivering excellent customer service and implementing clienteling activities;
</li><li>Manage customer service quality, to meet customer expectations by offering excellent customer service standards;
</li><li>Improve Mystery Shopper Results with action plans;
</li><li>Implement appropriate CRM tools and develop loyal customer of particular product category;
</li><li>Act as brand category ambassador to educate VIP and new Clients
</li><li>Participate into ad-hoc Clientele projects.
</li></ul>Operations and Visual Merchandising
<ul><li>Ensure that merchandize is properly managed, displayed, stored and maintained by team;
</li><li>Maintain inventory accuracy and shrink rates within company standards;
</li><li>Report to Stock Planning and Merchandising team when there is out of stock on best sellers.
</li><li>Maintain the Visual Merchandising consistent with Company standards;
</li><li>Align periodically visual merchandising and sales performance;
</li><li>Make the best out of the display and proximity storage
</li></ul>Team Management and Development
<ul><li>Discuss individual performance every month and coach team members
</li><li>Motivate the team so that they perform at their highest level to meet their individual and store objectives
</li><li>Organize the team in an efficient manner according to business needs and delegate responsibility
</li><li>Translate strategic and business goals into concrete and individual actions and objectives
</li><li>Conduct category training to the team
</li><li>Execute the in-store training routine set by the Store Manager
</li></ul></div><div><h3 class="jobSectionHeader">Profile
</h3>Profile
<ul><li>5 years' experience in a Supervisor role in Fashion/Luxury Sales
</li><li>Bachelor's Degree or equivalent is preferred
</li><li>English fluent
</li><li>Manages his/ her image standards on a high level
</li><li>Strong selling and communication skills are necessary
</li><li>Excellent relationships skills, self-reliant, approachable and patient
</li><li>Confidence, organizational skills, professionalism
</li><li>Client focus with great business acumen
</li><li>Administration and financial skills
</li><li>Computer skills and Retail management system knowledge
</li><li>Goal oriented approach, multitasking
</li><li>Strong knowledge and/or interest for fashion/luxury industry.
</li></ul></div></div></div><div><div><div><div><div><h2 class="jobSectionHeader">FENDI
 
MAISON
 
</h2><div>The Fendi Maison was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first Fendi boutique &ndash; a handbag shop and fur workshop followed. Soon winning international acclaim, Fendi emerged as a brand renowned for its elegance, craftsmanship, innovation and style.
 
Called by the legendary five Fendi sisters, the collaboration with the late Karl Lagerfeld began back in 1965 and lasted 54 years. In 1992, Silvia Venturini Fendi seconded him in the Artistic Direction; in 1994, she is given the direction of Accessories and later of Menswear.
 
In 2000, the LVMH group acquires Fendi becoming in 2001 its majority shareholder. Appointed in 2020, Kim Jones held the role of Artistic Director of Couture and Womenswear until 2024. Since 2020, Delfina Delettrez Fendi, fourth generation of the Fendi family, is Artistic Director of Jewellery. Today Fendi is synonymous with quality, tradition, experimentation and creativity.</div></div></div></div></div></div></div>

Assistant Store Manager

Montblanc

<div>
 
 MAIN PURPOSE
 
 
 
 The Boutique Manager is responsible to develop and maximise the performance of the boutique through achievement of sales, profit and strategic objectives.
 
 
 
 Key Responsibilities
 
 
 
 Sales
 
 
 Maximise turnover and profitability development of the boutique.
 
 
 <ul>
 <li>
 Sales generated inside the boutique.
 </li>
 <li>
 Sales generated outside the boutique (presentations made in palaces and to VIP clients).
 </li>
 <li>
 Discount management: Control of discount and general expenses in the boutique.
 </li>
 <li>
 Performance analysis, KPI development and SWOT analysis of the boutique.
 
 
 </li>
 </ul>
 Customer Focus Service
 
 
 <ul>
 <li>
 Direct contact with Royals and Collectors.
 </li>
 <li>
 Implementation of customer relationship programs with boutique teams.
 </li>
 <li>
 Improvement of database registration (quantity and quality).
 </li>
 <li>
 Professional Customer Service/ After Sales Service execution in boutique.
 
 
 </li>
 </ul>
 
 Team Management Leadership
 
 
 
 <ul>
 <li>
 Set KPl's targets for team.
 </li>
 <li>
 Personal development talent management.
 </li>
 <li>
 Motivation of the team.
 </li>
 <li>
 Monitoring and appraisal of team.
 </li>
 <li>
 Integration and training of new Sales Associates in the field.
 </li>
 <li>
 Support Retail Director in recruitment process of new team members.
 
 
 </li>
 </ul>
 
 Operations And Administration
 
 
 
 <ul>
 <li>
 Main contact for all requests related to the boutique.
 </li>
 <li>
 Strict adherence to the Richemont Montblanc specific Retail Procedures.
 </li>
 <li>
 Optimising stock management in boutiques (replenishment, rotation, inventory).
 </li>
 <li>
 Proper execution and timely delivery of boutique reports.
 </li>
 <li>
 Proper maintenance in the boutique.
 </li>
 <li>
 Implementation of security concept.
 </li>
 <li>
 Execution of promotion and incentives on boutique level.
 
 
 </li>
 </ul>
 
 The Boutique Manager Ensures
 
 
 
 With Retail Director
 
 
 <ul>
 <li>
 Definition of objectives for the boutique.
 </li>
 <li>
 Definition, support and realizations of marketing activities (commercial).
 </li>
 <li>
 Develop a merchandising concept.
 
 
 </li>
 </ul>
 In coordination with Visibility Manager
 
 
 <ul>
 <li>
 Excellence at POS at any time and control of quality of displays.
 </li>
 <li>
 Adhesion to appropriate display and product guidelines at all times.
 
 
 </li>
 </ul>
 In coordination with Sales Trainer
 
 
 <ul>
 <li>
 Coaching of the boutique teams.
 </li>
 <li>
 Monitor self-learning progress of team.
 
 
 </li>
 </ul>
</div>

Boutique Manager

Mandarin Oriental

<div>
 Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
 
 
 Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world&rsquo;s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
 
 
 Mandarin Oriental Al Faisaliah Riyadh&ndash; Located in the heart of the city and setting new standards for luxury, Al Faisaliah Hotel is one of the most sought-after addresses in Saudi Arabia. Its timeless elegance, central location and panoramic views are complemented by Mandarin Oriental&rsquo;s signature service to ensure a truly unforgettable Arabian experience.
 
 
 
 About The Job
 
 
 
 Based at the Mandarin Oriental Al Faisaliah Riyadh within the Commercial Department in Riyadh, the Director of Commercial Strategy is responsible for drives all aspects of top line revenue strategies and sets the hotel&rsquo;s strategic business direction and positioning by balancing financial objectives, managing the sales segments, and guiding the commercial revenue strategies of the hotel. Responsible for maximizing revenue and profit associated primarily with rooms but also function space or total hotel revenue as required. Position Oversees the sales, revenue, catering, reservations departments of the hotel and is responsible for the guidance and development of the entire team in each department.
 
 
 
 As Director of Commercial Strategy, you will be responsible for the following duties:
 
 
 
 <ul>
 <li>
 Together with the Director of Marketing &amp; Brand Communication and Director of Revenue Strategy/Revenue Manager, prepares the hotel&rsquo;s annual Budget and develops, implements and adapts the Annual Marketing Plan as market conditions fluctuate.
 </li>
 <li>
 Develops the business outlook and commercial strategy for the hotel and ensures the strategies conform to MOHG&rsquo;s brand philosophies, guidelines, and initiatives at all times.
 </li>
 <li>
 Provides strategic direction as it relates to pricing, inventory, channel management and distribution of all market segments for the commercial teams.
 </li>
 <li>
 Determines sales strategies and leads efforts to coordinate these strategies between Regional Sales Offices, Corporate Revenue Management and Marketing &amp; Communications Teams and on-property Leadership.
 </li>
 <li>
 Ensures that commercial strategies are communicated to Revenue Management, Sales, Marketing and hotel leaders, and are implemented and modified as market conditions fluctuate.
 </li>
 <li>
 Works with Marketing &amp; Communications to develop the strategic proposition of Marketing offers, online and offline, as well as market/country and demand specific focus areas.
 </li>
 <li>
 Evaluates effectiveness of property participation in channels and determines proper spend deployment in these segments and channels.
 </li>
 <li>
 Maintains continual awareness of current and future competitors, for example but not limited to, product, published offers/pricing, renovation plans, inventory, etc.
 
 
 </li>
 </ul>
 
 As Director Of Commercial Strategy, We Expect From You
 
 
 
 <ul>
 <li>
 Building strong customer relationships (both colleagues and guests) and delivering customer-centric solutions.
 </li>
 <li>
 Consistently achieving results, even under tough circumstances
 </li>
 <li>
 Knows how businesses work and understands the meaning and implications of key financial indicators.
 </li>
 <li>
 Able to create a forecast, budget and set objectives and make strategic decisions and recommendations based on facts, market trends and experience/knowledge.
 </li>
 <li>
 Building partnerships and working collaboratively with others to meet shared objectives.
 </li>
 <li>
 Building strong teams that apply their diverse skills and perspectives to achieve common goals.
 
 
 </li>
 </ul>
 
 Our commitment to you
 
 
 
 <ul>
 <li>
 Learning &amp; Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
 </li>
 <li>
 MOstay. When you work as hard as our colleagues do, it&rsquo;s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
 </li>
 <li>
 Heath &amp; Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
 </li>
 <li>
 Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 A competitive salary.
 </li>
 <li>
 A competitive incentive.
 </li>
 <li>
 VIP Health insurance.
 
 
 </li>
 </ul>
 
 We&rsquo;re Fans. Are you?
 
</div>

Director of Commercial Strategy

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