account management specialist

associate / senior associate - consumer experience, ksa Jobs in Riyadh

customer success lead

customer success manager

cx solution sales expert

customer experience specialist

Clean Life

Job description:To effectively monitor and enhance the customer experience by collecting feedback, measuring satisfaction levels, tracking key CX metrics, and analyzing customer touchpoints throughout the entire customer journey. The role ensures continuous improvement initiatives that strengthen customer loyalty and align with overall business objectives.Key Responsibilities<ul><li>Identify customer journey touchpoints and analyze their current performance, recommending improvement opportunities.</li><li>Collect, track, and analyze customer feedback, and provide actionable insights to internal stakeholders.</li><li>Measure and monitor key customer experience metrics, including Net Promoter Score (NPS), customer satisfaction (CSAT), and other relevant KPIs.</li><li>Conduct customer interviews, surveys, and feedback analysis, and prepare data-driven reports.</li><li>Collaborate with internal teams (Customer Service, Operations, Sales, Marketing, Product, and Technology) to identify gaps and improvement opportunities.</li><li>Escalate operational issues (e.g., billing, installation, pre/post-sales processes) to ensure a seamless customer experience.</li><li>Align customer experience strategies with marketing objectives and overall business goals.</li><li>Work closely with product and technology teams to enhance digital customer journeys (website, self-service platforms, mobile applications).</li><li>Design and implement customer retention programs to reduce churn and strengthen long-term engagement.</li><li>Monitor service performance metrics such as response time, resolution rate, and customer satisfaction scores.</li><li>Analyze internal performance data to identify trends impacting customer experience.</li><li>Track market trends and competitor strategies to maintain a competitive CX advantage.</li><li>Prepare weekly, monthly, and annual performance reports for stakeholders.</li><li>Lead cross-functional projects aimed at improving the overall customer journey.</li></ul>Qualifications &amp; Requirements<ul><li>Bachelor&rsquo;s degree in Business Administration or a related field.</li><li>5&ndash;7 years of experience in Customer Experience, Customer Service, or Operations.</li><li>Strong analytical skills with experience in feedback analysis and process improvement.</li><li>Proficiency in CX tools, CRM systems, and customer support platforms.</li><li>Experience in the service industry or e-commerce is preferred.</li><li>Strong communication and stakeholder management skills.</li><li>Ability to work in a fast-paced environment and deliver measurable results.</li></ul>موقع العمل: بشكل شخصي

Customer Experience Specialist

Gathern

<div>Serve as a subject matter expert within the Host Experience team, leading specific initiatives such as loyalty program deployment, claims resolution and professional host engagement. Support the manager in driving host happiness and retention.
Accountabilities :
<ul><li>Design and implement the Host Loyalty Program in partnership with the manager.</li><li>
Manage the claims process, ensuring fair and timely compensation for hosts.</li><li>
Coordinate the Host Advisory Board, organizing sessions and tracking action items.</li><li>
Analyze host feedback and usage metrics to identify areas for app enhancements.</li><li>
Develop tailored experiences and support packages for professional hosts (5+ units).</li><li>
Support onboarding and ongoing training for new hosts, ensuring consistent engagement.</li><li>
Track host happiness and retention metrics, reporting insights to leadership.</li><li>
Partner with the guest experience team on policy reviews and unified service initiatives.</li></ul> 

Requirements 
<ul><li>
Bachelor&rsquo;s degree in Business, Hospitality or related field.</li></ul><ul><li>
4+ years&rsquo; experience in customer/host experience or operations roles.</li><li>
Experience in program management or product management.</li><li>
Proficiency in analyzing data and using CRM/digital tools.</li><li>
Strong interpersonal and communication skills.</li></ul></div>

Customer Experience Senior Specialist

Swatch

<div>
 
 Customer Care Specialist - Saudi only
 
 
 
 
 
 Mission
 
 
 To deliver a seamless and personalized customer experience by understanding customer needs, providing effective solutions, and supporting continuous improvement of service tools and processes. Through active communication, accurate reporting, and collaboration with internal teams, Customer Care strengthens brand loyalty and ensures high-quality support across all channels.
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 You are in constant contact with our customers via various communication channels (e.g. e-mail, video call, live chat, social media) in order to identify their needs and derive measures from them.
 </li>
 <li>
 Your tasks include actively researching current trends in this area in order to drive the optimization of existing tools.
 </li>
 <li>
 You actively support the implementation of new projects.
 </li>
 <li>
 You work closely with the respective departments.
 </li>
 <li>
 You ensure the maintenance and operation of the customer care tools, as well as the creation of reports and the dispatch to Management
 </li>
 <li>
 You perform minor service work on watches (adapting bracelets, changing batteries, etc.).
 </li>
 <li>
 You take care of general, administrative office tasks.
 </li>
 </ul>
 
 
 
 
 REQUIREMENTS:
 
 
 
 
 <ul>
 <li>
 You have completed a good commercial training and have initial experience in the field of customer service.
 </li>
 <li>
 You have a communicative and open-minded, customer-oriented approach.
 </li>
 <li>
 You have a good command of the MS Office package, especially Excel, Word and PowerPoint, as well as SAP, Google Analytics and, ideally, Sales Force.
 </li>
 <li>
 You appreciate technical innovations and tools.
 </li>
 <li>
 You are business fluent Arabic English, any other language is a plus.
 </li>
 <li>
 You are solution- and goal-oriented in your work.
 </li>
 <li>
 You have a high degree of self-motivation to constantly develop yourself.
 </li>
 </ul>
 
 
</div>

Customer Care Specialist

autobia | أوتوبيا

<div>
 
 As a Customer Success Specialist, you will be responsible for re-engaging lapsed and at-risk customers, assisting them with inquiries, resolving issues, and ensuring a seamless experience. You will proactively reach out via phone, WhatsApp Business to remove blockers and encourage customers to return to active usage, while collaborating with internal teams to close root causes of churn. You will also prepare a weekly report outlining key churn reasons, trends, and actionable recommendations.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Build strong, long-term relationships with customers to ensure satisfaction and success.
 </li>
 <li>
 Monitor lapsed customer segments and those with risk indicators such as low engagement, or unactivated core features.
 </li>
 <li>
 Execute reactivation playbooks across multiple channels (calls, messages, and win-back offers) within company policy, and schedule short guidance calls when needed.
 </li>
 <li>
 Respond promptly to customer inquiries and complaints through multiple channels, prioritizing lapsed or at-risk accounts.
 </li>
 <li>
 Resolve and track cases while maintaining detailed documentation in the CRM, including reason classification, outcome, next step, and follow-up date.
 </li>
 <li>
 Collaborate with Product, Support teams to close root causes impacting retention.
 </li>
 <li>
 Conduct post-reactivation check-ins to confirm sustained usage of core features.
 </li>
 <li>
 Handle feedback and complaints, turning them into opportunities for improvement.
 </li>
 <li>
 Act as the voice of the customer, sharing insights to prevent repeat churn causes and enhance the customer experience.
 </li>
 <li>
 Prepare a weekly report summarizing reactivation rates by cohort, saved accounts, top 5 churn reasons, recurring bottlenecks, owners, and expected resolution.
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, or related field.
 </li>
 <li>
 1&ndash;3 years&rsquo; experience in Customer Success, Retention, or Advanced Support.
 </li>
 <li>
 Comfortable with outbound calling and proactive communication.
 </li>
 <li>
 Excellent communication skills (written and verbal) in Arabic and English.
 </li>
 <li>
 Hands-on experience with CRM systems (preferably Zoho CRM or HubSpot).
 </li>
 <li>
 Strong analytical, problem-solving, and prioritization skills with ability to build weekly reports in Google Sheets/Excel (filters/pivots).
 </li>
 </ul>
 
 
 
 
 
 Personal Skills
 
 
 <ul>
 <li>
 Empathy and strong customer understanding.
 </li>
 <li>
 Proactive thinking and initiative.
 </li>
 <li>
 Strong organizational and time management skills with high documentation accuracy.
 </li>
 <li>
 Team spirit and collaboration.
 </li>
 <li>
 Excellent communication with strong problem-solving abilities and resilience in outbound follow-ups.
 </li>
 </ul>
 
 
 
</div>

Customer Success Specialist –  Retention & Reactivation Specialist

Job DescriptionJob Title: Customer Services and Quality SpecialistLocation: Saudi Arabia, RiyadhJob Type: Full-TimeJob Summary:We are seeking a detail-oriented and customer-focused Customer Services &amp; Quality Specialist to manage customer interactions, ensure service quality, and drive continuous improvement across all customer touchpoints. The role is responsible for maintaining high customer satisfaction, monitoring service standards, and enhancing operational efficiency.Key Responsibilities:- Monitor and evaluate customer interactions (calls, chats, emails)- Conduct quality audits and maintain QA scorecards- Ensure compliance with service standards, policies, and procedures- Track and analyze KPIs such as CSAT, SLA, FCR, and AHT- Identify performance gaps and provide actionable improvement recommendations- Prepare regular performance and quality reports for management- Analyze customer feedback and identify recurring issues- Conduct Root Cause Analysis (RCA) and implement CAPA actions- Drive continuous improvement initiatives to enhance customer experience- Provide coaching and feedback to customer service agents- Support onboarding and training of new team members- Develop and maintain SOPs and service guidelines- Coordinate with internal departments to resolve customer issues efficiently- Escalate complex or critical cases when required- Ensure smooth communication and alignment across teamsQualifications &amp; Requirements- Bachelor&rsquo;s degree in Business Administration, MIS, or related field.- Minimum 3&ndash;5 years of experience in customer service, quality assurance, or call center operations.- Strong experience in handling customer complaints and high-volume interactions.- Familiarity with CRM systems (Salesforce, Zoho, Odoo, etc.).- Knowledge of SLA, KPI monitoring, and quality standards.- Strong analytical and problem-solving skills.- Excellent communication skills.- Ability to work under pressure and manage multiple tasks.- Experience in services sector is preferred.الوصف الوظيفيالمسمى الوظيفي: أخصائي خدمات العملاء والجودة الموقع: المملكة العربية السعودية، الرياض نوع الوظيفة: دوام كاململخص الوظيفةنبحث عن أخصائي خدمات عملاء وجودة يتمتع بالدقة والتركيز على العميل، لإدارة تفاعلات العملاء، وضمان جودة الخدمة، وقيادة مبادرات التحسين المستمر عبر جميع نقاط التواصل مع العميل. تهدف هذه الوظيفة إلى الحفاظ على مستويات عالية من رضا العملاء، ومراقبة معايير الخدمة، وتعزيز الكفاءة التشغيلية.المهام والمسؤوليات<ul><li>مراقبة وتقييم تفاعلات العملاء (المكالمات، المحادثات، البريد الإلكتروني)</li><li>إجراء تدقيقات الجودة والحفاظ على نماذج تقييم الأداء (QA Scorecards)</li><li>ضمان الالتزام بمعايير الخدمة والسياسات والإجراءات المعتمدة</li><li>متابعة وتحليل مؤشرات الأداء الرئيسية مثل (CSAT، SLA، FCR، AHT)</li><li>تحديد فجوات الأداء وتقديم توصيات عملية للتحسين</li><li>إعداد تقارير دورية عن الأداء والجودة للإدارة</li><li>تحليل ملاحظات العملاء وتحديد المشكلات المتكررة</li><li>إجراء تحليل الأسباب الجذرية (RCA) وتنفيذ الإجراءات التصحيحية والوقائية (CAPA)</li><li>قيادة مبادرات التحسين المستمر لتعزيز تجربة العميل</li><li>تقديم التوجيه والتغذية الراجعة لموظفي خدمة العملاء</li><li>دعم عمليات التهيئة والتدريب للموظفين الجدد</li><li>تطوير وتحديث إجراءات العمل القياسية (SOPs) وإرشادات الخدمة</li><li>التنسيق مع الإدارات الداخلية لحل مشكلات العملاء بكفاءة</li><li>تصعيد الحالات المعقدة أو الحرجة عند الحاجة</li><li>ضمان سلاسة التواصل والتنسيق بين الفرق المختلفة</li></ul>المؤهلات والمتطلبات<ul><li>درجة البكالوريوس في إدارة الأعمال، نظم المعلومات الإدارية (MIS)، أو مجال ذي صلة</li><li>خبرة لا تقل عن 3&ndash;5 سنوات في خدمة العملاء أو ضمان الجودة أو مراكز الاتصال</li><li>خبرة قوية في التعامل مع شكاوى العملاء والتعامل مع حجم كبير من التفاعلات</li><li>الإلمام بأنظمة إدارة علاقات العملاء (CRM) مثل Salesforce، Zoho، Odoo وغيرها</li><li>معرفة بمفاهيم SLA ومتابعة مؤشرات الأداء (KPIs) ومعايير الجودة</li><li>مهارات تحليلية قوية وقدرة عالية على حل المشكلات</li><li>مهارات تواصل ممتازة</li><li>القدرة على العمل تحت الضغط وإدارة مهام متعددة</li><li>يُفضل وجود خبرة في قطاع الخدمات</li></ul>موقع العمل: بشكل شخصي

Customer service quality assurance

Chalhoub Group

<div>INSPIRE | EXHILARATE | DELIGHT
For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
Every step at Chalhoub Group is taken to build a future where luxury dreams become reality &mdash; bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse &mdash; the Group&rsquo;s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.
Sustainability is at the core of the Group&rsquo;s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women&rsquo;s Empowerment Principles, and to have pledged to reach Net Zero by 2040. 
What you'll be doing
Our Fashion Consultant is responsible for delivering an outstanding customer experience and driving our business through sales. They demonstrate a strong understanding of the omnichannel aspects of the role using physical and digital channels to connect with the customers anywhere and anytime and deliver a seamless and consistent high level of service. They act as brand ambassadors through their strong knowledge of the brand and their expertise in fashion and style.
Drive the business
Represent the brand by communicating its values and philosophy though all activities and interactions with customers and other team members
Collaborate with team members and maintain positive relationships to develop a constructive work environment
Achieve individual and collective sales targets and ensure all sales and operational policies and procedures are followed and maintained.
Maintain and understand customer purchasing patterns and behaviors, and utilize this database to engage and build strong relationships with customers to encourage future selling opportunities Promote the Group&rsquo;s loyalty program (MUSE) and increase enrollment rate and new customer
acquisition
Stay abreast of latest fashion trends, social media campaigns, products and competitor, the brand&rsquo;s different online (website, app and social media) offerings and activities and promote them with customers
Participate to the brand&rsquo;s events when required inside or outside the store Customer Centricity
Take ownership of the customer&rsquo;s experience by delivering an exceptional service and bringing to life the brand&rsquo;s customer journey at all different touchpoints (physical and digital) through building rapport, sharing product knowledge and expert&rsquo;s advice, proactively catering to customers&rsquo; needs, interests and preferences
Use impactful storytelling with customers to maximize their experience through education and entertainment
Communicate with customers to assess their needs, provide assistance in satisfying those needs and meeting or surpassing customers&rsquo; expectations.
Use clienteling techniques and tools to connect virtually with customers, build a one-on-one relationship based on trust and human touch and drive loyalty. Such techniques and tools include messaging, (virtual) shopping appointments, etc.
Operational Excellence
Prepare and process e-commerce orders&rsquo; fulfillment from the store within the set SLAs in terms of time and quality
Managing and creating effective and efficient clientele data reporting and analytics, while also maintaining accuracy of data collection.
Maintain all operating standards by ensuring stock replenishment and organising display as per the brand&rsquo;s VM guidelines
Demonstrate a strong understanding and leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, CRM, OMS, etc.)
What you&rsquo;ll need to succeed
Minimum Experience: 2&ndash;3 years in fashion retail
Communication Skills
Styling &amp; Product Knowledge
Technical &amp; Operational Skills
What we can offer you
With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
We Invite All Applicants to Apply
It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.</div>

Fashion Consultant - Marina Rinaldi - Kingdom Center

Noon Academy

<div>About Noon<h3 class="jobSectionHeader"> 
About Noon</h3>
Radically Changing the Way People Learn!
Noon Academy is the leading edtech platform in the Middle East, with over 12 million students and teachers using our app to learn, teach, and collaborate. We have recently raised $41 million in Series B funding to expand our reach and impact in the region and beyond. We are on a mission to transform the physical classroom experience by introducing our highly engaging social, group-based learning and AI to make learning fun and improve learning efficacy. Our ultimate goal is to provide access to the best teachers to every student even if that teacher is only available virtually. We believe we can do this if we blend AI, peer-to-peer learning, and a carefully designed physical space.<div>
Hear it directly from our CEO and co-founder: this 
 
Learn more about us: here</div>
Now: We&rsquo;re laser-focused on reinventing schools in Saudi Arabia. We&rsquo;re accelerating rapidly, well-funded, and profitable. 
 
Office: Full-time, Riyadh-based. We&rsquo;ve got a sweet office near the Boulevard, and we&rsquo;d love to have you in it.<h2 class="jobSectionHeader"> 
About the job</h2>
Shaping the Next Gen Schools 
We&rsquo;re on a mission to radically change the way students learn. We believe in solving hard problems, and we play to win&mdash;we measure progress by revenues, students, and learning gains. Our approach? Build high-performing teams, giving them the freedom to dream big and execute boldly. 
 
Today, we&rsquo;re building the next generation of schools in Saudi Arabia. We believe every student deserves world-class teachers. And to make it happen, we&rsquo;re reimagining everything about education: from cutting-edge tech to peer learning and physical spaces that spark curiosity. 
 
Hybrid brings digital star teachers directly into school buildings, and amplifies the experience through peer to peer learning and AI. We ran this model for a year with two schools and the results were so overwhelming that we expanded to 18 private and 10 public schools in our second year of operations. The verdict is clear: students don't just tolerate hybrid, they love it. 
 
The Role 
 
As Staffing Experience Specialist, you own the day-to-day operational systems that power Noon&rsquo;s school teams &mdash; teachers, classroom supervisors, school leads, and school managers. 
 
You are responsible for making sure staff operations work cleanly and consistently at scale: onboarding happens on time, roles are clear, performance processes run, data is accurate, and offboarding is compliant. 
 
You work closely with School Operations, Staffing, Learning, and People teams to ensure school staff are set up correctly, supported continuously, and managed through clear, enforceable processes. 
 
What you&rsquo;ll do<ul><li> 
Run and standardise staff onboarding</li></ul>
Own Onboarding Execution For All School-based Roles<ul><li>
ensure contracts, documentation, and system access are completed</li><li>
ensure staff understand role expectations, reporting lines, and policies</li><li>
reduce ramp-up time and early confusion</li></ul>
Continuously improve onboarding checklists, timelines, and SOPs so onboarding works reliably across all schools.<ul><li> 
Build and enforce core staff operations</li></ul>
Create, Maintain, And Enforce SOPs For<ul><li>
onboarding and offboarding</li><li>
performance management cycles</li><li>
internal movements and role changes</li></ul>
Ensure These Processes Are<ul><li>
followed by schools</li><li>
documented and auditable</li><li>
practical for on-the-ground execution</li></ul>
You are accountable for fixing breakdowns &mdash; not just documenting them.<ul><li> 
Own staff data, compliance, and offboarding</li></ul>
Manage Accurate Staff Records Across HR Systems<ul><li>
contracts, role data, reporting lines</li><li>
onboarding and exit documentation</li></ul>
Run Offboarding Processes End-to-end To Ensure<ul><li>
compliance with KSA labor laws</li><li>
clean handovers for schools</li><li>
no loose ends in data or documentation</li><li>
Fix operational gaps in school staffing</li></ul>
Use feedback from school teams and ops data to identify:<ul><li> 
recurring confusion in roles or ownership</li><li>
delays or failures in staff processes</li><li>
breakdowns between central teams and schools</li></ul>
Translate issues into clear process fixes, tighter SOPs, or better execution &mdash; not one-off workarounds.<ul><li> 
Work cross-functionally to keep schools running</li></ul>
Partner Daily With<ul><li>
School Ops to unblock execution issues</li><li>
Staffing to align hiring and school needs</li><li>
Learning to ensure staff setup supports instructional delivery</li></ul>
Support People Initiatives Tied Directly To Operations, Such As<ul><li>
performance cycles</li><li>
role progression frameworks</li><li>
recognition tied to execution quality</li></ul>
What we&rsquo;re looking for<ul><li> 
Roughly 3+ years of experience in Operations, People Ops, or HR Operations</li><li>
Strong execution mindset &mdash; you run processes end-to-end</li><li>
Comfortable working with frontline, multi-site teams</li><li>
High attention to detail with a bias toward action and follow-through</li></ul>
Tools<ul><li>
Confident in Excel / Sheets and HR systems</li><li>
Strong at writing and maintaining SOPs</li><li>
Clear, direct communicator with schools and central teams</li></ul>
Bonus Points If You<ul><li>
Experience supporting school-based or frontline staff</li><li>
Familiarity with KSA labor compliance</li><li>
Background in education or multi-location operations</li></ul>
Why Work at Noon 
Own execution at scale &mdash; run the operational backbone of school staffing. 
Operate at the center of the system &mdash; people, ops, and delivery intersect here. 
Move fast with real impact &mdash; your work directly affects how schools function every day. 
Be part of the transformation &mdash; help build the operational engine behind Saudi&rsquo;s next-gen schools. 
We&rsquo;re building a new operating system for learning. If you&rsquo;re someone who loves clean ops, tight execution, and fixing what&rsquo;s broken &mdash; we want to talk to you. 
Benefits In addition to a competitive base salary, we offer:<ul><li> 
21 days of annual leave</li><li>
Full premium Medical coverage including Family Dependent</li></ul></div>

HR Experience Specialist - Saudi National

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