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customer experience manager

Ethra Human Resources

<p>We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs.</p> Responsibilities <ul> <li>Build and optimize customer service policies and procedures</li> <li>Handle escalated complaints and ensure timely resolutions</li> <li>Ensure compliance with SAMA complaint handling regulations</li> <li>Track KPIs like CSAT, resolution time, and SLA compliance</li> <li>Collaborate with technical, product, and legal teams on service improvement</li> <li>Maintain customer feedback loops and suggest enhancements</li> <li>Prepare regular reports and present findings to senior management</li> </ul> Requirements <ul> <li>Experience: 3-5 years in customer service management</li> <li>Preferred Industry: Fintech / Banking / Lending / Regulated Services</li> <li>Language: Arabic (Fluent), English (Good)</li> <li>Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)</li> <li>Education: Bachelor's Degree (Business, IT, or related field)</li> </ul>

Customer Care Manager

Sephora

<p></p><div><div><div><div><h3 class="jobSectionHeader"><b>Position
</b></h3><p>Retail Manager
</p></div><div><h3 class="jobSectionHeader"><b>Profile
</b></h3><p></p><p><b>POSITION PURPOSE: </b>As Retail Manager, you will be responsible for the people, standards, customer experience, financial and operational management of stores in your area of accountability, and responsible to support, coach and develop your teams to translate the retail plans into tangible actions that enable store leaders and store teams to reach and exceed their agreed targets.
</p><p>Build, develop and implement store and area plans to maximise sales and KPIs performance<br>
</p><p></p><p><b>KEY ACCOUNTABILITIES
</b></p><ul><li>Responsible for delivery of all pre agreed sales and KPI performance targets through monitoring, identifying opportunities and implementing appropriate actions
</li><li>Ensure the delivery of exceptional retail and operational standards throughout Sephora stores in allocated area of responsibility whilst ensuring delivery of best-in-class customer service across all stores
</li><li>To ensure compliance in all areas of operational activity and drive sales and profitability through the performance, development and coaching of Store Managers, store teams whilst managing within SME Business plan.
</li>Provides leadership, support and direction to the store teams that reflects vision and strategic direction of SME<br>
<li>
</li></ul><p></p><p><b>Performance, Productivity &amp; Results Management
</b></p><ul><li>Leads teams, translating area performance objectives into store sales and KPI targets
</li><li>Monitor, report on performance KPIs and identify areas/store/leadership improvements
</li><li>Monitor store productivity to stay within agreed budgets and coach store managers to drive the right balance quality vs quantity when planning store schedules
</li><li>Customer and frontline obsession, lead by example, live customer and team by being present in stores four days a week
</li><li>Build the Beauty Playground of the Future &ndash; through Love (services), Loyalty (Sephora Card) and Differentiation (Offer)
</li><li>Implement agreed Sephora Retail priorities and drive commercial success
</li><li>Develop team, recruit, and identify talent with focus to scale up and prepare potential Sephoraians for the next step of career ladder
</li>Embraces OMNI retailing, implements agreed measures of success, drives culture change in teams<br>
<li>
</li></ul><p></p><p><b>Management of Store Operations: </b><b>Retail Operations
</b></p><ul><li>Back of house organization, compliant with all SEPHORA policies and procedures
</li><li>Monitor stock levels on all inventory items. Conduct inventories on a timely basis/maintain updated inventory records and conduct (semi)annual stock take
</li><li>Responsible for the measurement and effectiveness of all processes. Provides timely, accurate and complete reports on the operating condition of the organization
</li><li>Recruit and develop exceptional people
</li><li>Optimize and oversee operations to ensure productivity and efficiency
</li>Ensure compliance with company&rsquo;s policies and operational guidelines<br>
<li>
</li></ul><p></p><p><b>Store Merchandising and Standards
</b></p><ul><li>Ensure that SEPHORA&rsquo;s merchandising concepts are set up and always maintained.
</li><li>Store standards of cleanliness and security are maintained.
</li>Ensure key product launches and initiatives are fully supported.<br>
<li>
</li></ul><p></p><p><b>Customer and People
</b></p><ul><li>Define, build, and follow up on people development plans in partnership with training and education
</li><li>Maintain both fulfillment of leadership roles and general headcount through active succession planning and recruitment and follow the right process.
</li><li>Lead by example in driving service culture, instore observations to monitor customer service levels and monitoring of customer service reports
</li>Gain awareness of market/customer trends in the retail industry and monitor what local competitors are doing, communicate back to Offer and Marketing Team where appropriate<br>
<li>
</li></ul><p></p><p><b>KPIs and deliverables
</b></p><ul><li>Accountable to deliver all agreed sales and KPI targets for area of responsibility
</li><li>Exceed monthly sales turnover vs agreed budget
</li><li>Meet pre agreed KPIs of conversion, ATV, UPT and Sephora Collection
</li><li>Customer measures, lead them to exceed CRM recruitment targets, CRM contribution and App sign ups
</li><li>Improve store productivity and efficiency through implementing use of Rotageek and back-office modelling
</li><li>Shrinkage and the level of stock by store, meet company Audit results &gt;85%
</li><li>Deliver agreed company measures in both Happy App and LOvemeter &gt;80%
</li><li>Exceed agreed annual company employee satisfaction target
</li>Define, build, and follow up on people development plans in partnership with training and education<br>
<li>
</li></ul><p></p><p><b>Brand and Culture
</b></p><ul><li>Develop, create, and maintain a strong customer obsessed, brand focused environment for all frontline in everything that they do
</li><li>Together with senior leaders, continue to create a structured, analytical, commercially focused, engaging services culture
</li><li>Support in the roll out of relevant retail projects
</li><li>Gatekeeper of retail communications and data to area and store teams
</li></ul><p></p><p><b>SKILLS AND </b><b>EXPERIENCE
</b></p><ul><li>You have a Degree in Business or Administration.
</li><li>You have experience in Customer Experience.
</li><li>Knowledge and experience in sales, service and commercial KPI environments focusing on, but nor restricted to, conversion and average basket
</li><li>Comprehensive beauty Industry knowledge, up to date on trends and latest products
</li><li>Competent in Microsoft office, you have knowledge in PowerPoint &amp; Excel
</li><li>You have experience in Leadership &amp; transversal management skills
</li><li>You have Commercial background and ME market awareness
</li><li>You have Excellent communication skills
</li>You are Flexibility, adaptability &amp; creativity<br>
<li>
</li></ul><p></p><p><b>PERSONALITY
</b></p><ul><li>High achievement drive, ability, and desire to drive change, team player and confident to work alone
</li><li>Embraces change, seizes opportunities, leads from the front
</li><li>You have high level of energy, enthusiasm, and motivation
</li><li>You fully understand the business needs and adapt to all requirements of a fast-paced environment.
</li><li>You can collaborate, connect, and build relationships with store teams, Rrea Managers and different support teams within Sephora Middle East HQ.
</li><li>You have a Minimum of 6-8 years&rsquo; experience in sales, operations and/or services within the beauty/retail/hospitality industry
</li><li>You are an English speaker (Arabic is a plus)
</li><li>You have a valid driving license
</li></ul></div></div></div><p></p><div><div><div><div><div><h2 class="jobSectionHeader"><b><i>SEPHORA
</i></b><br>
<b>MAISON
</b><br>
</h2><div>Sephora&rsquo;s stores offer passionate beauty fans across the world a privileged freedom to touch and test products since 1969.
<br>
The House provides a superior selection of quality products and always keeps pace with the latest trends.
<br>
The house is built upon the exceptional talents of its beauty professionals who create a perfect environment for adventurous clients who want to experiment and learn.
<br>
With the innovative range of products in the Sephora Collection, its distinctive stores and bold commitment to new ideas, the House is always able to surprise and delight its clients.
<br>
At every touch point with its clients, in store and online, Sephora provides an unconventional approach which has made it the most loved beauty community in the world.</div></div></div></div></div></div></div><p></p>

Retail Manager

Qiddiya Investment Company

<div><p><b>Qiddiya is Saudi Arabia&rsquo;s future capital of entertainment, sports, and culture &mdash; a 360 km&sup2; mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we&rsquo;re creating a destination like no other. This is more than a project, it&rsquo;s a national transformation. As construction accelerates, we&rsquo;re hiring ambitious talent to help shape it. If you&rsquo;re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.</b></p><p></p><p><b>
General Summary:</b></p><p>
Contributes to the development of the vision and strategy for the design and innovation of customer experiences across all transport modes. This role combines service design, innovation frameworks, and customer-centric thinking to drive excellence in transport experiences from concept to implementation.</p><p>
</p><p><b>Essential Duties and Responsibilities:</b></p><ul>
<li>
Develop and lead a holistic customer experience design strategy aligned with business goals.</li>
<li>Introduce and oversee innovative initiatives to enhance multimodal journeys.</li>
<li>Apply design thinking, service design, and systems mapping to develop new customer touchpoints.</li>
<li>Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.</li>
<li>Oversee customer journey mapping, persona development, and voice-of-customer research programs.</li>
<li>Mentor a small team in driving user-centered design approaches and innovation labs.</li>
</ul><p><b>
Requirements</b></p><p>
</p><p><b>Qualifications:</b></p><ul><li>
Bachelor&rsquo;s degree.
</li></ul><p></p><p><b>Years of Experience:</b></p><ul>
<li>
2+ years of experience in guest experiences, ideally within the GCC.
</li><li>Understanding in the creation of guest experiences.</li></ul></div>

Specialist - Customer experience design & Innovation (CDU3) - CDUP 2063

Novartis

<div><div><h3 class="jobSectionHeader"><b>Summary
</b></h3><div>In this exciting opportunity, you will be responsible for leading, designing, and executing high-impact digital and customer engagement strategies across the organization. This role will ensure that all initiatives are aligned with Novartis&rsquo; global vision, local market needs, and compliance standards, driving customer-centric transformation through data, technology, and innovation.<br>
<br>
#LI-Onsite</div>
</div><div><h3 class="jobSectionHeader"><b>About the Role
</b></h3><div><p><b>Major accountabilities:</b></p><ul><li><b>
Design, localize, and implement omnichannel and digital strategies</b> to enhance customer and patient engagement, drive non&ndash;face-to-face capabilities, and ensure compliance with corporate, legal, and quality standards.</li><li><b>
Lead corporate digital governance and strategy</b>, serving as the point of contact for all digital initiatives, overseeing content approvals, and ensuring alignment with global frameworks and country regulations.</li><li><b>
Partner with brand, Commercial Excellence, and cross-functional teams</b> to co-create and execute engagement initiatives, secure alignment, and drive business impact.</li><li><b>
Drive Launch Excellence and innovation initiatives</b>, ensuring successful launches of new solutions, products, or capabilities and continuous improvement in customer experience and engagement.</li><li><b>
Map and optimize detailed customer and patient journeys</b>, identifying pain points and implementing digital, data, and AI-driven solutions to improve experience and health outcomes.</li><li><b>
Lead the development of content strategy and governance</b>, establishing a content calendar and creation process using ICE methodology in collaboration with the content team and brand leads.</li><li><b>
Foster digital transformation and cultural change</b> by leading ICE champion networks, conducting change workshops, and building a customer-centric, data-driven mindset across the organization.</li><li><b>
Manage CRM systems and data excellence</b>, ensuring segmentation accuracy, consent management, data audits, and seamless integration with marketing, analytics, and sales tools, while training and supporting field force users.</li><li><b>
Own and evolve the analytics and insights engine</b>, translating business needs into actionable dashboards, KPIs, and recommendations to enable data-driven decisions and business excellence.</li><li><b>
Build external partnerships and monitor market dynamics</b>, (e.g., IQVIA, Javelin, BI/CRM providers), benchmarking competitor initiatives, and exploring AI-powered opportunities to elevate engagement</li></ul><p></p><p><b>
Minimum Requirements:</b></p><ul><li>
 3+ years&rsquo; experience in Sales/Marketing, Data Analytics, Reporting, or similar roles in Pharma/Healthcare.</li><li>
Background in customer experience, marketing, or patient engagement within Pharma/Healthcare.</li><li>
Strong stakeholder management skills; ability to challenge ideas across leadership levels.</li><li>
Experience with data analytics, BI tools, and digital transformation highly desirable, with practical knowledge of omnichannel platforms (CRM, email automation, digital marketing tools).</li></ul></div><br>
<p></p>
</div><div><div><p><b>Why Novartis:</b> Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients&rsquo; lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture</p><p><b>
Join our Novartis Network:</b> Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network</p><p><b>
Benefits and Rewards:</b> Read our handbook to learn about all the ways we&rsquo;ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards</p></div></div></div>
<br><div><div>Division
<div>International
</div></div><div>Business Unit
<div>Marketing
</div></div><div>Location
<div>Saudi Arabia
</div></div><div>Site
<div>Riyadh
</div></div><div>Company / Legal Entity
<div>SA01 (FCRS = SA001) Novartis Saudi Arabia Ltd
</div></div><div>Functional Area
<div>Sales
</div></div><div>Job Type
<div>Full time
</div></div><div>Employment Type
<div>Regular
</div></div><div>Shift Work
<div>No</div></div><div><br>
</div><div><p>Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.</p></div></div><div></div>

Customer Engagement & Omnichannel Lead

Tesla

<div><b>What to Expect</b><div><p>
As a Sales Customer Experience Specialist at Tesla, you will be the face of our brand, responsible for engaging with potential customers, capturing leads, and guiding them through a seamless sales journey. As a crucial member of our dynamic team, you will play a pivotal role in shaping the success of our business by creating meaningful connections and driving sales growth through effective lead generation strategies.</p><p>
You are driven by the mission of Tesla to accelerate the world&rsquo;s transition to sustainable energy. You are part of a larger sales and delivery team who works closely and flexibly on all tasks. You are expected to cooperate frequently and display a one-team mentality to achieve sales and delivery targets.</p></div><b><br>
What You'll Do</b><p></p><div><ul><li>
Proactively engage with customers visiting the store or events to identify potential leads, creating a pipeline of prospects through active interaction and data capture.</li><li>
Provide exceptional customer service by understanding customer needs, answering their questions and objections, and selling potential leads on the test drive experience, ensuring a positive and memorable experience.</li><li>
Execute successful lead capture strategies during events, ensuring maximum engagement and conversion opportunities.</li><li>
Efficiently manage and organize captured lead data, maintaining accuracy and completeness in CRM systems. Regularly update customer profiles with relevant information obtained during interactions.</li><li>
Build value for customers, understanding their requirements, presenting our vehicles, and effectively communicate the value proposition to drive conversion.</li><li>
Collaborate with sales teams, and other relevant departments to align strategies, share insights, and contribute to the overall improvement of the lead capture, sales processes, and product proposition.</li><li>
Maintain a positive and professional attitude at all times, providing an excellent customer experience that is reflective of Tesla's values.</li></ul></div><p></p><b><br>
What You'll Bring</b><p></p><div><ul><li>
Excellent interpersonal skills with a natural ability to build rapport and engage with customers.</li><li>
Strong knowledge of Tesla's products, including vehicles, solar panels, and energy storage solutions.</li><li>
Ability to communicate information in an easy-to-understand manner.</li><li>
Proven track record of delivering excellent customer experiences.</li><li>
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.</li><li>
Flexibility to work on weekends and evenings as required.</li><li>
A passion for Tesla's mission to accelerate the world's transition to sustainable energy</li><li>
GCC Driving license</li></ul></div><br>
<p></p>
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.<br>
<br>
Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.</div>

Customer Experience Specialist, Sales - Riyadh

RMG | مجموعة ريناد المجد (لتقنية المعلومات)

<div>
 <p>
  <strong>
   RMG is Hiring a Digital Customer Experience Consultant.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Experience:
  </strong>
  10&ndash;15 years
 </p>
 <p>
  <strong>
   Role Summary:
  </strong>
 </p>
 <p>
  Lead organization-wide digital CX strategies, improve digital channels, and elevate user experiences across platforms.
 </p>
 <p>
  <strong>
   Required Skills &amp; Qualifications:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s or Master&rsquo;s degree in Business, Marketing, Digital Transformation, or related field
  </li>
  <li>
   Extensive experience in designing digital customer journeys &amp; omnichannel service models
  </li>
  <li>
   Strong knowledge of UX/UI principles and digital product behavior
  </li>
  <li>
   Expertise in digital analytics tools (e.g., Google Analytics, Hotjar, CX platforms)
  </li>
  <li>
   Ability to lead CX transformations and manage cross-functional teams
  </li>
  <li>
   Experience with service design, customer insights, and digital touchpoint optimization
  </li>
  <li>
   Strong communication, presentation, and stakeholder management skills
  </li>
 </ul>
 <p>
 </p>
</div>


Digital Customer Experience Consultant

noon

<div>
 <p>
  <strong>
   About noon
  </strong>
 </p>
 <p>
  noon is the region's leading consumer commerce platform. Launched in Saudi Arabia and the UAE on December 12, 2017, and expanded to Egypt in February 2019, noon today is an ecosystem spanning marketplaces for food delivery, quick commerce, fintech, and fashion. We&rsquo;re six years in, but still only 5% done.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Our mission:
  </strong>
  Every door, every day.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  We are looking for a Senior Manager of People Experience to join our team in Riyadh. Reporting into the AVP of PS &amp; GR - KSA, this role will be central to shaping how our people experience noon every day. You will be responsible for driving engagement, building talent pipelines, ensuring compliance with local labor laws, and creating a workplace culture where people can thrive.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You&rsquo;ll partner closely with the AVP of PS &amp; GR and business leaders to align People programs with our growth priorities, lead day-to-day People operations, and deliver initiatives that inspire and retain top talent in the Kingdom.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Partner with the AVP of PS &amp; GR to design and execute People Experience strategies that support noon&rsquo;s rapid growth in KSA.
  </li>
  <li>
   Oversee the full spectrum of People Experience operations including recruitment, performance management, employee engagement, learning and development, and HR compliance.
  </li>
  <li>
   Build and execute strong talent acquisition programs to attract and retain top local and regional talent.
  </li>
  <li>
   Champion a performance-driven culture by supporting performance cycles, career development, and succession planning.
  </li>
  <li>
   Drive employee engagement initiatives that foster inclusion, motivation, and alignment with noon&rsquo;s values.
  </li>
  <li>
   Provide counsel to managers and leaders on people-related matters, ensuring alignment between business objectives and People Experience practices.
  </li>
  <li>
   Ensure compliance with Saudi labor laws, regulatory requirements, and internal policies.
  </li>
  <li>
   Support change management initiatives that enable organizational growth and transformation.
  </li>
  <li>
   Mentor and develop People Experience team members, strengthening capabilities and ensuring high-quality delivery.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   8&ndash;10 years of progressive HR/People experience, with at least 3&ndash;5 years in a senior manager or equivalent role.
  </li>
  <li>
   Strong knowledge of Saudi labor laws and HR best practices.
  </li>
  <li>
   Demonstrated success in talent acquisition, employee engagement, and organizational development within fast-paced, high-growth environments.
  </li>
  <li>
   Strong leadership, stakeholder management, and communication skills.
  </li>
  <li>
   Ability to balance strategic thinking with hands-on execution.
  </li>
  <li>
   Passion for building high-performing teams and delivering exceptional employee experiences.
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Manager, People Experience

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