customer experience manager

أوقاف للإدارة والخدمات العقارية

<div>
 
 
 الغرض من الوظيفة
 
 
 
 يتولى مدير مركز الاتصال وخدمة العملاء قيادة وتطوير جميع عمليات مركز الاتصال وخدمات العملاء بالشركة، بما يضمن تقديم تجربة استثنائية للعملاء والمستأجرين عبر مختلف قنوات التواصل. ويكون مسؤولاً عن وضع وتنفيذ الاستراتيجيات والسياسات والإجراءات التي ترفع مستويات رضا العملاء وتحسن الكفاءة التشغيلية، مع ضمان تحقيق مؤشرات الأداء المستهدفة وتعزيز ثقافة التميز في الخدمة، كما يقود جهود التحول الرقمي وتطوير قنوات التواصل وأنظمة إدارة علاقات العملاء، بما يسهم في تحسين تجربة العميل ودعم أهداف الشركة التشغيلية والتجارية.
 
 
 
 
 
 
 المهام والمسؤوليات الرئيسية
 
 
 
 
 المسؤوليات الاستراتيجية:
 
 
 <ul>
 <li>
 إعداد وتطوير استراتيجية مركز الاتصال وخدمة العملاء بما يتوافق مع استراتيجية الشركة وأهدافها التشغيلية والتجارية.
 </li>
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 ترجمة الاستراتيجية إلى خطط تشغيلية ومبادرات سنوية ومتابعة تنفيذها وقياس نتائجها.
 </li>
 <li>
 تطوير رحلة العميل (Customer Journey) وتحسين نقاط التواصل المختلفة مع العملاء والمستأجرين.
 </li>
 <li>
 قيادة مبادرات تحسين تجربة العميل (Customer Experience) ورفع مستويات الولاء والاحتفاظ بالعملاء.
 </li>
 <li>
 وضع مؤشرات الأداء الرئيسية ومتابعة تحقيق المستهدفات التشغيلية والخدمية.
 </li>
 <li>
 تطوير سياسات وإجراءات العمل والمعايير التشغيلية الخاصة بمركز الاتصال وخدمة العملاء.
 </li>
 <li>
 قيادة مشاريع التحول الرقمي والأتمتة وتطوير القنوات الرقمية وأنظمة الخدمة الذاتية.
 </li>
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 إعداد وإدارة الميزانية السنوية للقسم ومراقبة التكاليف وتحقيق الكفاءة التشغيلية.
 </li>
 </ul>
 
 
 المسؤوليات التشغيلية:
 
 
 
 
 عمليات مركز الاتصال:
 
 
 <ul>
 <li>
 الإشراف على العمليات اليومية لمركز الاتصال وضمان تقديم خدمات عالية الجودة وفق المعايير المعتمدة.
 </li>
 <li>
 إدارة جميع قنوات التواصل مع العملاء بما يشمل الهاتف والبريد الإلكتروني والدردشة المباشرة ووسائل التواصل الرقمية.
 </li>
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 ضمان الالتزام باتفاقيات مستوى الخدمة (SLA) ومعايير جودة الخدمة.
 </li>
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 متابعة ومعالجة الشكاوى والتصعيدات الحرجة وضمان حلها بشكل جذري وفي الوقت المناسب.
 </li>
 <li>
 مراقبة أداء الأنظمة التقنية الخاصة بمركز الاتصال وإدارة علاقات العملاء (CRM) والعمل على تطويرها وتحسينها.
 </li>
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 تطوير وتوحيد بروتوكولات التواصل مع العملاء بما يعكس هوية الشركة واحترافيتها.
 </li>
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 تحليل أسباب التواصل والشكاوى واستخراج الفرص التحسينية ورفع التوصيات للإدارة العليا.
 </li>
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 إعداد التقارير الدورية ولوحات المعلومات التنفيذية الخاصة بالأداء والتشغيل وتجربة العميل.
 </li>
 </ul>
 
 
 إدارة الأداء والجودة:
 
 
 <ul>
 <li>
 مستوى الخدمة (Service Level)
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 متوسط سرعة الرد (ASA)
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 متوسط مدة المكالمة (AHT)
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 نسبة المكالمات المتروكة (Abandonment Rate)
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 نسبة الحل من أول اتصال (FCR)
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 رضا العملاء (CSAT)
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 صافي نقاط التوصية (NPS)
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 جودة الخدمة (QA Score)
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 قيادة برامج تحسين الجودة والتطوير المستمر وتحليل الأداء التشغيلي.
 </li>
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 إعداد خطط العمل التصحيحية ومتابعة تنفيذها لضمان تحقيق المستهدفات.
 </li>
 </ul>
 
 
 إدارة الفريق والتطوير:
 
 
 <ul>
 <li>
 قيادة وإدارة فرق مركز الاتصال وخدمة العملاء وتحفيزهم لتحقيق مستويات أداء عالية.
 </li>
 <li>
 تحديد الاحتياجات الوظيفية والمشاركة في استقطاب الكفاءات المناسبة.
 </li>
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 إعداد وتنفيذ خطط التدريب والتطوير المستمر ورفع كفاءة الموظفين.
 </li>
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 إدارة تقييم الأداء ووضع خطط التطوير الفردية للموظفين.
 </li>
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 تعزيز ثقافة خدمة العملاء والتميز المؤسسي داخل الفريق.
 </li>
 </ul>
 
 
 إدارة أصحاب المصلحة:
 
 
 <ul>
 <li>
 التعاون والتنسيق مع الإدارات المختلفة مثل التشغيل، التسويق، المبيعات، التأجير، التحصيل، الشؤون القانونية والصيانة لضمان سرعة معالجة طلبات العملاء.
 </li>
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 بناء علاقات عمل فعالة مع الموردين ومزودي الأنظمة والشركاء الخارجيين.
 </li>
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 تقديم التوصيات للإدارة العليا بشأن تحسين الخدمات والعمليات ورفع مستوى رضا العملاء.
 </li>
 </ul>
 
 
 مهام ومسؤوليات أخرى:
 
 
 
 تنفيذ أي مهام أو مسؤوليات أخرى يتم تكليفها من قبل المدير المباشر.
 
 
 
 
 
 
 المؤهلات والخبرات
 
 
 <ul>
 <li>
 
 المؤهلات (التعليم والشهادات):
 
 </li>
 <li>
 درجة البكالوريوس في إدارة الأعمال أو التواصل أو المجالات ذات الصلة.
 </li>
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 شهادات مهنية في مجال في خدمات العملاء أو إدارة مركز الاتصال COPC، ICMI،CCXP
 </li>
 <li>
 
 الخبرات:
 
 </li>
 <li>
 خبرة لا تقل عن 7- 10 سنوات في إدارة مراكز الاتصال وخدمة العملاء، منها خبرة لا تقل عن 3 سنوات في منصب قيادي أو إشرافي.
 </li>
 <li>
 خبرة سابقة في قيادة مركز اتصال وتحسين معايير خدمة العملاء (يفضل في قطاع عقاري أو تقديم خدمات ذات صله).
 </li>
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 مهارات قوية في التواصل والتفاوض وإدارة العلاقات.
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 خبرة في تطوير وتحسين تجربة العميل وإدارة مؤشرات الأداء التشغيلية.
 </li>
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 القدرة على إعداد التقارير والعروض التنفيذية للإدارة العليا.
 </li>
 <li>
 إتقان اللغتين العربية، الإنجليزية.
 </li>
 </ul>
</div>

Manager of Customer Services & Call Center

Apparel Group

<div>
 
 Position Objective
 
 
 
 Supporting the overall operations of the store and ensuring a seamless customer experience. This position involves assisting the Store Manager in various managerial tasks and taking charge in their absence. The Assistant Store Manager is responsible for overseeing daily operations, managing staff, achieving sales targets, and maintaining a high level of customer satisfaction.
 
 
 
 Key Responsibility
 
 
 
 Sales and Customer Focus:
 
 
 <ul>
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 Consider the needs of the customers at all times
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 Implements a high standard of customer focus within the store
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 Leads by example in all aspects of customer service
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 Actively seeks ways to achieve or exceed shop sales targets
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 Ensures all members of team have an understanding of KPIs and targets to be achieved
 </li>
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 Ensures any promotional offers, regarding stock, are implemented within the store
 </li>
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 Implement strategies effectively to drive sales in the store
 
 
 </li>
 </ul>
 
 Store Administration
 
 
 
 <ul>
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 Regularly audits own store administration and resolve any issues
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 Implements, within own store, any changes in administration procedure positively and effectively
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 Collaborate with the Store Manager to set and achieve sales targets.
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 Monitor sales performance and analyze key performance indicators (KPIs).
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 Implement sales strategies to maximize revenue and meet business goals.
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 Oversee inventory control and merchandising to optimize product availability.
 </li>
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 Ensure accurate stock levels through regular stock checks and replenishment.
 </li>
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 Ensure that the store layout and presentation align with brand standards.
 
 
 </li>
 </ul>
 
 Presentation And Management
 
 
 
 <ul>
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 To ensure store has the correct stock package and required stock levels to maximize sales potential
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 Ensures high standard of visual merchandising and maintenance amongst all staff
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 Effectively communicates any changes in stock or store layout to all members of the team
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 Ensure that each member follow the retail standard
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 Maintaining the back store operation and replenishment of the merchandise
 
 
 </li>
 </ul>
 
 Staffing &amp; Team Performance Management
 
 
 
 <ul>
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 Monitors/ Manages schedules for salesperson work hours, vacations and days off
 </li>
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 Resolves salesperson complaint and concerns and provides ongoing performance feedback, counsels salesperson when necessary
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 Encourage full participation of salesperson in creating store goals and developing plans
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 Ensures store portrays the company image in all aspects of personal presentation and adheres to the company dress code as laid out by the Company
 </li>
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 Maintain the leave of the staff
 
 
 </li>
 </ul>
 
 Security
 
 
 
 <ul>
 <li>
 Ensures security procedures are adhered to throughout the store.
 </li>
 <li>
 Maintains a high standard of security awareness, regarding stock and money, within store.
 
 
 </li>
 </ul>
 
 Other Job Deliverables
 
 
 
 <ul>
 <li>
 Carry out corrective action / progressive discipline as necessary
 </li>
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 Demonstrate dependability, reliability and punctuality.
 </li>
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 Maintain strict confidence of all employee and employment-related information.
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 Demonstrate the highest level of integrity and ethics in all the decision-making process.
 
 
 </li>
 </ul>
 
 Desired Experience
 
 
 
 The ideal Assistant Store Manager in a retail company should have 3+ years of progressive experience in customer centric role with strong management experience, leadership skills and problem-solving skills. Proven success in enhancing customer engagement, and achieving &amp; exceeding sales KPI targets for stores. A bachelor's degree in business administration, retail management, or a related field is preferred.
</div>

Assistant Store Manager

Majid Al Futtaim

<div>
 
 
 BUSINESS INTRODUCTION
 
 
 
 
 
 
 Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie &amp; Fitch, &amp; Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
 
 
 
 
 
 
 JOB TITLE
 
 
 
 
 
 
 Assistant Store Manager | Majid Al Futtaim Lifestyle | Operations
 
 
 
 
 
 
 ROLE SUMMARY
 
 
 
 
 
 
 The Assistant Store Manager supports the Store Manager in all aspects of day-to-day store operations including the achievement of sales targets and managing and developing the store teams to maximize profitability, maintain brand and company image, ensure operational compliance and offer an excellent customer experience. The Deputy for the Store Managers will manage the operations of the store in their absence and its workforce in line with the overall business objectives at Majid Al Futtaim Lifestyle.
 
 
 
 
 
 
 ROLE PROFILE
 
 
 
 
 
 <ul>
 <li>
 Lead the team in excellent customer service standards and enable the fulfillment of exceptional customer experiences through a clear understanding of company/brand CX standards, individual customer needs, and an awareness of current trends and competitor.
 </li>
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 Drive the Store team to deliver the highest levels of customer service at all times.
 </li>
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 Build and maintain professional relationships with support teams, providing regular relevant feedback to Marketing, Buying and Planning.
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 Drive sales and take initiative to increase sales and business improvement through keen awareness of set KPI targets.
 </li>
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 Manage and implement all sales promotions and brand activities, providing communication to the relevant support teams to ensure maximization of sale.
 </li>
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 Maximize sales opportunities through clear and consistent communication with the Buying and Planning departments.
 </li>
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 Ensure smooth store operations in the absence of the store manager, dealing with any potential disruptions to the business in a timely manner.
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 Implement, manage and maintain compliance to Company policies and guidelines to minimize stock loss and damage.
 </li>
 </ul>
 
 
 
 
 
 REQUIREMENTS
 
 
 
 
 
 <ul>
 <li>
 Diploma - High school certificate
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 Qualification in Retail related field is an added advantage
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 Minimum 4-5 years&rsquo; industry experience
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 Management skills
 </li>
 </ul>
 
 
 
 
 
 WHAT WE OFFER
 
 
 
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
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 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
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 Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model
 </li>
 </ul>
</div>

Dar Al Mubtaker telecommunications and IT Co

Sales Executive Job in RiyadhAt Dar al Mubtaker , we are a leading provider of call center and software solutions, dedicated to helping businesses enhance their customer service and streamline their operations. We pride ourselves on innovation, teamwork, and delivering top-notch results for our clients.Position Overview :We are seeking a motivated and results-driven Account Manager to join our dynamic team. The ideal candidate will be responsible for managing client accounts, ensuring client satisfaction, and driving business growth. You will act as the primary point of contact for clients, fostering long-lasting relationships and identifying opportunities for upselling our services.Key Responsibilities :&middot; Manage and nurture client accounts, ensuring high levels of customer satisfaction.&middot; Develop a deep understanding of our software solutions and call center services to provide tailored support to clients.&middot; Identify opportunities for upselling and cross-selling, contributing to revenue growth.&middot; Demonstrate a willingness to learn about our software solutions and call center services to provide exceptional service.&middot; Collaborate with internal teams to ensure seamless service delivery and client success.&middot; Prepare and present account performance reports and strategic account plans.&middot; Address client inquiries and resolve issues promptly and professionally.Qualifications :&middot; Bachelor&rsquo;s degree in Business, Marketing, or a related field.&middot; 1 year Proven experience in account management, preferably in a call center or software solutions environment.&middot; Proven experience in a client-facing role , a hardworking attitude is essential.&middot; A strong desire to learn and develop within the account management field&middot; Strong communication and interpersonal skills, with the ability to build rapport with clients.&middot; Excellent problem-solving abilities and a proactive approach to client needs.&middot; Ability to work independently and as part of a team.&middot; Ability to tackle challenges with determination and a positive mindsetIf you are passionate about client success and ready to make an impact, we would love to hear from you! Please send your resume to [mmanadily@mssolutions.com.sa] with the subject line &quot;Account Manager Application &ndash; [Your Name].&quot;Pay: ﷼3,000.00 - ﷼4,000.00 per monthWork Location: In person

Sales Executive

TrendAI

<div>
 TrendAI&trade;, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.
 
 
 At TrendAI&trade;, we&rsquo;re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.
 
 
 AI Fearlessly.
 
 
 
 Position Overview
 
 
 
 The Solutions Engineer (SE) with Saudi Arabia, will be the technical bridge between our Sales Representatives and their pre-sales customers. As a Trend Micro product expert will guide customers and prospects in the selection and deployment of Trend Micro Next-Gen security solutions and take joint ownership with Sales team in developing customer relationships, providing leadership in security architecture and help influence customer&rsquo;s technical strategy with strong problem-solving skills. A Sales Engineer is a trusted advisor to customers by developing an understanding of customer needs, risks, tolerance and technology gaps and implementation.
 
 
 
 PRIMIRY RESPONSIBILITY
 
 
 
 <ul>
 <li>
 Apart from being a technologist, you are expected to understand customer journey with product and it&rsquo;s experience and help customer to navigate through it smoothly
 </li>
 <li>
 Obsessed with Customer Success during entire part of his engagement, onboarding and product experience journey
 </li>
 <li>
 A strong pillar to build and train sales organisation. You shall be an extremely good storyteller and help sales team to sell better and effectively
 </li>
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 Understand emerging ecosystem of cyber security partners like SOC services partner, CSP (cloud service partners), MSSP etc.
 </li>
 <li>
 Leveraging channel partners by upscaling and training for customer engagement is integral part of the role
 </li>
 <li>
 Conduct routine update on the new product/ technology to the internal sales staff
 </li>
 <li>
 Work closely with Regional / Global Product Manager and Product Marketing Manager to obtain the latest Product/ Technology know how
 </li>
 <li>
 Confidently deliver engaging technical demonstrations highlighting Trend Micro products advantages and benefits via solid messaging, presentation skills and public speaking
 </li>
 <li>
 Encourage and empower the partners and channel to propose, position and convince the customers with our products and solution
 </li>
 <li>
 Present to all levels of an organisation complex technical issues and solutions in a meaningful, engaging, and digestible manner
 </li>
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 Apply strong problem-solving skills to design solutions that solves the customer problems
 </li>
 <li>
 Developing close relationships to help influence the technical strategy of the customer
 </li>
 <li>
 Deliver training to customer and prospects about Trend Micro solutions
 </li>
 <li>
 Working with company technical support personnel to ensure ongoing quality of support and customer health
 </li>
 <li>
 Contribute to departmental best practices, strategies, methodologies and documentation for increased efficiencies
 </li>
 <li>
 Continuous self-improvement and learning to maintain current technical knowledge, participate in technical communities of interest
 </li>
 <li>
 Most of the sales engineers actively participate in webinar, workshop and other industry event as a speaker or panellist. Very good public speaking skill will be added advantage to the role
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 Minimum 3 years of rich experience in delivering highest quality presales Support and Solution by bringing unique value on to the table for customers
 </li>
 <li>
 Strong understand and knowledge on SOC operations, security analytics capabilities, cloud architect understanding, cloud native application security, SASE, CASB, Zero trust model will be key advantage.
 </li>
 <li>
 Knowledge and understating on Microsoft O365, Azure, google, AWS services will be added advantage.
 </li>
 <li>
 Exposure to security software solutions like Firewall, Content Security, Intrusion prevention, encryption, data leakage, data protection and monitoring security will be added advantage
 </li>
 <li>
 Good written and spoken communication skills in English
 </li>
 <li>
 A strong interest in all aspects of cybersecurity and a passion for customer security
 </li>
 <li>
 Excellent of understanding of public cloud technologies such as AWS and Azure
 
 
 </li>
 </ul>
 TrendAI strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.
 
 
 We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.
 
 
</div>

Solutions Engineer

Aicom

Job Overview Aicom is a forward-thinking and dynamic organisation seeking a talented and driven Product Manager to join our team. This is a full-time position based in our Riyadh, Saudi Arabia office. We are looking for an individual with a passion for building exceptional products that delight customers and drive business growth. As a Product Manager, you will be responsible for guiding the success of a product and leading the cross-functional team that is responsible for improving it. This is an excellent opportunity for a professional who thrives in a collaborative environment and is committed to innovation and excellence. Responsibilities • Define the product vision, strategy, and roadmap in alignment with company goals. • Gather and prioritise product and customer requirements through market research, user feedback, and data analysis. • Work closely with engineering, design, marketing, and sales teams to ensure business case and customer satisfaction goals are met. • Create and manage the product backlog, including writing detailed user stories and acceptance criteria. • Develop and articulate a clear value proposition for the product and work with the marketing team to launch new features. • Analyse key performance metrics to measure product success and identify areas for improvement. • Act as the primary point of contact and product expert for all stakeholders. Qualifications • Proven work experience in product management or a similar role. • A strong understanding of the full product development lifecycle. • Experience with Agile and Scrum methodologies. • Excellent analytical and problem-solving skills, with a data-driven approach to decision-making. • Exceptional communication, presentation, and leadership abilities. • Ability to effectively manage competing priorities in a fast-paced environment. • A Bachelor's degree in Business, Computer Science, Engineering, or a related field is preferred. Benefits • A competitive monthly salary of SAR 10,000 - SAR 20,000. • Opportunities for professional growth and career development. • The chance to work within a supportive and innovative team environment. • Play a key role in shaping the future of our products and services.

product manager

Kaffu Salla

<div>We are looking for a E-commerce Store Manager to oversee the day-to-day operations of an online store on Salla, optimize store performance, and enhance the customer shopping experience.
Key Responsibilities
Manage the day-to-day operations of the Salla store and ensure smooth store performance.
Upload, update, and organize products, collections, and store categories.
Optimize product pages, descriptions, images, and store merchandising for better conversion.
Coordinate promotions, discount campaigns, banners, and seasonal offers within the store.
Monitor store performance metrics and identify areas for improvement.
Work closely with marketing, content, and design to improve store presentation and customer journey.
Ensure the store experience is clear, attractive, and conversion-focused.
Support in implementing apps, store settings, and operational improvements when needed. 
Requirements 
<ul><li>
2+ years of hands-on experience managing e-commerce stores</li><li>
Expert-level proficiency with Salla platform operations across product setup, merchandising, promotions, and store optimization</li><li>
Experience with conversion-rate optimization, campaign planning, A/B testing, and merchandising workflows</li><li>
Experience coordinating with marketing, content, and design teams</li><li>
Professional proficiency in Arabic</li><li>
Eligible to work in Saudi Arabia</li></ul>
Preferred / Nice to Have يفضل وجوده<ul><li>
Experience working directly with Salla merchants or on a similar e-commerce platform.</li><li>
Background in digital marketing or customer service roles.</li><li>
Familiarity with inventory management and order fulfillment processes.</li><li>
Experience in beauty, cosmetics, or consumer brands.</li><li>
Willingness to relocate to Riyadh.</li></ul> 
Benefits</div>

E-commerce Store Manager (Salla Merchants)

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448 customer experience manager jobs In Riyadh

Manager of Customer Services & Call Center

Assistant Store Manager

Assistant Store Manager

Sales Executive

Solutions Engineer

product manager

E-commerce Store Manager (Salla Merchants)