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customer experience manager

HALA

<div>
 
 
 Who Are We
 
 
 
 
 HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.
 
 
 
 HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.
 
 
 
 Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.
 
 
 &nbsp;
 
 
 Key Responsibilities
 
 
 CX Strategy &amp; Leadership
 
 <ul>
 <li>
 Define and lead the enterprise-wide CX vision, strategy, and roadmap aligned with business objectives.
 </li>
 <li>
 Establish and monitor KPIs to measure customer satisfaction, loyalty, and lifetime value.
 </li>
 <li>
 Serve as advocate for the customer, ensuring CX principles are embedded in all business decisions.
 </li>
 </ul>
 
 Customer Lifecycle Management
 
 <ul>
 <li>
 Own the end-to-end customer lifecycle, from onboarding to renewal and advocacy.
 </li>
 <li>
 Develop and implement retention, loyalty, and advocacy programs that maximize customer lifetime value.
 </li>
 <li>
 Identify friction points and design proactive interventions to reduce churn and improve engagement.
 </li>
 </ul>
 
 Journey Management &amp; Design Thinking
 
 <ul>
 <li>
 Map, analyze, and continuously optimize customer journeys across all channels and touchpoints.
 </li>
 <li>
 Apply design thinking methodologies to co-create innovative solutions with customers and internal teams.
 </li>
 <li>
 Drive service design initiatives that deliver seamless, personalized, and scalable experiences.
 </li>
 </ul>
 
 Voice of the Customer (VoC) &amp; Insights
 
 <ul>
 <li>
 Lead the design, testing, and refinement of customer surveys, feedback loops, and VoC programs.
 </li>
 <li>
 Translate customer insights into actionable strategies for product, service, and process improvements.
 </li>
 <li>
 Benchmark customer satisfaction and loyalty metrics against industry standards to assess performance.
 </li>
 </ul>
 
 Cross-Functional Collaboration
 
 <ul>
 <li>
 Partner with Marketing, Sales, Product, and Operations to align customer insights with business priorities.
 </li>
 <li>
 Influence product roadmaps and service delivery models based on customer journey analytics.
 </li>
 <li>
 Build and mentor a high-performing CX team with expertise in research, analytics, and experience design.
 </li>
 </ul>
 
 Culture &amp; Capability Building
 
 <ul>
 <li>
 Design and facilitate training programs to instill customer-centric practices across the organization.
 </li>
 <li>
 Provide tools, resources, and communication strategies to empower employees to deliver exceptional experiences.
 </li>
 <li>
 Foster a culture of continuous improvement, experimentation, and customer-centric innovation.
 </li>
 </ul>
 
 &nbsp;
 
 
 Qualifications &amp; Competencies
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Marketing, Business, Management Information Systems, Industrial Engineering, or a related field (Master&rsquo;s preferred).
 </li>
 <li>
 7+ years of progressive experience in customer experience, service design, or related fields, with at least 3 years in a leadership role.
 </li>
 <li>
 Proven track record of developing and executing CX strategies, lifecycle management, and journey optimization.
 </li>
 <li>
 Strong expertise in journey mapping, design thinking, and customer research methodologies.
 </li>
 <li>
 Demonstrated ability to influence at the executive level and drive cross-functional alignment.
 </li>
 <li>
 Exceptional leadership, communication, and stakeholder management skills.
 </li>
 <li>
 Data-driven mindset with proficiency in CX analytics, CRM platforms, and customer feedback tools.
 </li>
 <li>
 Familiar with customer engagement platforms
 </li>
 <li>
 Certification in CX (e.g., CCXP) or related fields is highly desirable.
 </li>
 <li>
 Experience in fintech or other fast-paced, customer-centric industries is a strong plus.
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 What We Offer You
 
 
 
 We believe you will love working at HALA!
 
 <ul>
 <li>
 We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
 </li>
 <li>
 We offer highly competitive compensation packages, including the potential for shares.
 </li>
 <li>
 We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
 </li>
 <li>
 Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
 </li>
 <li>
 We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
 </li>
 <li>
 You will be given a lot of responsibility and trust.&nbsp;We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
 </li>
 </ul>
 &nbsp;
 
 If you think you have what it takes to join a remarkable team #apply_now&nbsp;
 
 
 &nbsp;
 
</div>

Customer Experience Senior Manager

Ethra Human Resources

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. 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

<div><div><div><div><h3 class="jobSectionHeader">Position
</h3>Retail Manager
</div><div><h3 class="jobSectionHeader">Profile
</h3>POSITION PURPOSE: 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.
Build, develop and implement store and area plans to maximise sales and KPIs performance 
KEY ACCOUNTABILITIES
<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 
<li>
</li></ul>Performance, Productivity &amp; Results Management
<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 
<li>
</li></ul>Management of Store Operations: Retail Operations
<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 
<li>
</li></ul>Store Merchandising and Standards
<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. 
<li>
</li></ul>Customer and People
<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 
<li>
</li></ul>KPIs and deliverables
<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 
<li>
</li></ul>Brand and Culture
<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>SKILLS AND EXPERIENCE
<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 
<li>
</li></ul>PERSONALITY
<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><div><div><div><div><div><h2 class="jobSectionHeader">SEPHORA
 
MAISON
 
</h2><div>Sephora&rsquo;s stores offer passionate beauty fans across the world a privileged freedom to touch and test products since 1969.
 
The House provides a superior selection of quality products and always keeps pace with the latest trends.
 
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.
 
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.
 
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>

Retail Manager

Qiddiya Investment Company

<div>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.
General Summary:
Works collaboratively with the Director and Senior Manager of Customer Experience Strategy &amp; Planning on one or more transport projects to design and develop the proposed customer journey. Liaises with transport project teams, strategy, operations, and other relevant functions to embed a world-class customer experience. In collaboration with the Customer Intelligence team, assists in evaluating the effectiveness of transport initiatives that impact on the overall customer experience.
Key Responsibilities:<ul>
<li>
Assists in the development of CX performance frameworks, KPIs, and investment plans.</li>
<li>Align customer experience goals with strategic transport plans and capital projects.</li>
<li>Assist in the development and refinement of end-to-end customer journeys across all modes of transport.</li>
<li>Support service planning and network design with a focus on customer outcomes.</li>
<li>Represent the voice of the customer in cross-departmental planning forums.</li>
<li>Prepare presentations, reports, and documentation related to customer journey planning and project updates.</li>
<li>Research and share global best practices in transport customer experience.</li>
</ul>
Requirements
Qualifications &amp; Experience:<ul>
<li>
Bachelor&rsquo;s degree in business Strategy, Service Design or Customer Experience.</li>
<li>5+ years in customer transport experience or service planning; GCC experience highly regarded.</li></ul></div>

Assistant Manager - Customer Experience Planning (CDU3) - CDUP 2062

<div>
 
 
 Who Are We
 
 
 
 
 HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.
 
 
 
 HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.
 
 
 
 Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.
 
 
 &nbsp;
 
 
 
 Job Summary:&nbsp;
 
 
 
 We are looking for a&nbsp;
 
 Senior Product Manager (Sr PM) for Customer &amp; Payment Experience
 
 to own and scale the heart of our product: how customers pay, get paid, and interact with Hala&rsquo;s ecosystem. You will define, build, and optimize the customer journey across payments, onboarding, and servicing, ensuring a seamless, reliable, and delightful experience for every user.
 
 
 This role is highly cross-functional, working closely with engineering, design, compliance, operations, and commercial teams to shape the future of digital payments and financial services in the region.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 Key Responsibilities
 
 <ul>
 <li>
 
 
 Own the Payments Experience domain
 
 : define the strategy and roadmap for how freelancers and SMEs experience payments, onboarding, and servicing at Hala.
 
 </li>
 <li>
 
 
 Design seamless customer journeys
 
 across card issuance, invoicing, POS, expense management, and account services.
 
 </li>
 <li>
 
 
 Drive growth through experience
 
 : improve acquisition, activation, retention, and share of wallet by elevating customer trust and usability in our payment flows.
 
 </li>
 <li>
 
 
 Balance reliability &amp; innovation
 
 : ensure payments and transactions are fast, secure, and compliant, while exploring innovative solutions (e.g., faster settlement, QR, new rails).
 
 </li>
 <li>
 
 
 Work closely with compliance &amp; risk
 
 to ensure customer journeys are regulatory-compliant but still intuitive.
 
 </li>
 <li>
 
 
 Collaborate cross-functionally
 
 with design, engineering, and business teams to deliver impactful features on time and at scale.
 
 </li>
 <li>
 
 
 Leverage data &amp; research
 
 to understand customer pain points, prioritize effectively, and measure impact of product changes.
 
 </li>
 <li>
 
 
 Mentor junior PMs
 
 and contribute to raising the product culture within Hala.
 
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 What We Offer You
 
 
 
 We believe you will love working at HALA!
 
 <ul>
 <li>
 We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
 </li>
 <li>
 We offer highly competitive compensation packages, including the potential for shares.
 </li>
 <li>
 We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
 </li>
 <li>
 Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
 </li>
 <li>
 We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
 </li>
 <li>
 You will be given a lot of responsibility and trust.&nbsp;We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
 </li>
 </ul>
 &nbsp;
 
 If you think you have what it takes to join a remarkable team #apply_now&nbsp;
 
 
 &nbsp;
 
</div>

Senior Product Manager

<div>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.
General Summary:
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.
Essential Duties and Responsibilities:<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>
Requirements
Qualifications:<ul><li>
Bachelor&rsquo;s degree.
</li></ul>Years of Experience:<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

noon

<div>
 
 
 About noon
 
 
 
 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.
 
 
 
 
 
 
 Our mission:
 
 Every door, every day.
 
 
 
 
 
 
 About the Role
 
 
 
 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.
 
 
 
 
 
 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.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <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>
 
 
 
 
 
 Qualifications
 
 
 <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>
 
 
</div>

Senior Manager, People Experience

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