Head of Customer Experience📣 Job Ad
| Contract Type | Full-time | |
| Workplace type | On-site | |
| Location | Makkah |
About the Role
******* is seeking a Head of Customer Experience to establish and lead the company's Customer Experience (CX) function. This foundational leadership role is responsible for the entire customer experience operation. The Head of CX will define service standards, build and manage the CX team, implement essential tools and workflows, and ensure both buyers and vendors receive a consistently high-quality service experience.
The ideal candidate will have a proven track record of successfully building CX functions, designing service frameworks, and leading teams in fast-paced, platform-driven environments. This role is crucial for shaping *******'s customer-centric approach.
Key Responsibilities
- Build and lead *******'s Customer Experience function end-to-end, including processes, policies, workflows, tools, and team structure.
- Define and enforce the overall CX vision, service standards, brand tone, and comprehensive service playbooks.
- Design and continuously improve customer journey maps for buyers and vendors across all touchpoints, from pre-purchase through post-purchase, including returns and complaint resolution.
- Set up and manage helpdesk, ticketing, and multichannel support tools for efficient customer interaction.
- Establish and manage the CX operations framework, including Service Level Agreements (SLAs), escalation matrices, quality assurance programs, knowledge base development, and performance reporting.
- Lead, coach, and scale the CX team, fostering a strong customer-first culture.
- Implement and optimize CX systems and platforms, such as Zendesk, Freshdesk, HubSpot Service Hub, or equivalent solutions.
- Own and track key CX performance metrics and insights, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Vendor Satisfaction (VSAT), response and resolution times, and ticket quality. Conduct root cause analysis and provide weekly performance reports.
- Drive continuous improvement initiatives to reduce customer friction, enhance operational efficiency, and elevate overall customer satisfaction.
- Collaborate cross-functionally with Product, Tech, Vendor Management, and Marketing teams to resolve complex issues and improve customer outcomes.
- Develop a comprehensive self-service FAQ and knowledge base to reduce repetitive customer queries.
- Support the development of AI-enabled and agentic CX experiences aligned with *******'s marketplace vision.
Qualifications and Requirements
- 7-10 years of experience in customer support operations, customer experience, CX transformation, or service excellence roles.
- Demonstrated experience in building or scaling CX functions, preferably within startups, e-commerce platforms, marketplaces, or fast-growing environments.
- Strong experience in designing customer journeys, SLAs, escalation frameworks, QA programs, and operational processes.
- Hands-on experience with CX/helpdesk platforms such as Zendesk, Freshdesk, or HubSpot Service Hub, or similar systems.
- A strong analytical mindset with proven experience using CSAT, NPS, ticket analytics, and operational KPIs to inform decisions and drive resolutions.
- Proven leadership experience in managing teams, developing talent, and driving accountability.
- Excellent communication and stakeholder management skills, with fluency in both Arabic and English (spoken and written).
- Experience working within startups, e-commerce, marketplaces, or digital consumer businesses is strongly preferred.
- Experience with AI-assisted customer operations, automation, or omnichannel CX environments is considered a plus.
Required Skills
- Customer Experience
- CX Transformation
- Service Excellence
- Customer Journeys
- SLAs (Service Level Agreements)
- Escalation Frameworks
- QA Programs (Quality Assurance)
- Operational Processes
- CX/Helpdesk Platforms (*, Zendesk, Freshdesk, HubSpot Service Hub)
- CSAT (Customer Satisfaction)
- NPS (Net Promoter Score)
- Ticket Analytics
- Operational KPIs (Key Performance Indicators)
- Leadership
- Talent Development
- Accountability
- Communication
- Stakeholder Management
- Startup Environments
- E-commerce
- Marketplaces
- Digital Consumer Businesses
- AI-assisted Customer Operations
- Automation
- Omnichannel CX
Work Environment and Location
This is a full-time position for the Head of Customer Experience at *******, located in Jeddah, Makkah, Saudi Arabia. The role requires 5-10 years of experience.
Requirements
- Requires 5-10 Years experience
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