8X Egypt

Customer Experience Director

8X Egypt
📍 المعادي Full-Time 💼 Senior Level (6-8 yrs) 🕐 55m ago
👁️ 0 views
📋 0 applicants

Job Description

  • Develop and execute a comprehensive Customer Experience (CX) strategy aligned with company goals, focusing on retention, satisfaction, and revenue growth.
  • Define and evangelize the company’s CX vision, ensuring cross-functional alignment and adoption.
  • Establish and track key CX metrics and KPIs (e.g., NRR, GRR, NPS, CSAT, CES) to measure impact and ROI.
  • Oversee and integrate the operations of Customer Success, Technical Support, and Renewals teams to eliminate silos and create a cohesive customer journey.
  • Design and optimize scalable processes for onboarding, adoption, support, renewal, and expansion to eliminate silos.
  • Implement and manage CX technology stack (e.g., CRM, Business Portal, help desk, analytics) to enable data-driven decisions and automation.
  • Advocate for tooling investments (e.g., chatbots) to offset resource gaps.
  • Build, mentor, and lead a high-performing CX leadership team (managers of CS, Support, Renewals).
  • Foster a culture of customer obsession, accountability, and continuous improvement across the organization.
  • Develop career paths and growth opportunities for CX team members.
  • Serve as the ultimate escalation point for critical customer issues and strategic relationships.
  • Systematically capture and analyze customer feedback, usage data, and market trends to identify risks and opportunities.
  • Partner with Product, Marketing, and Sales to translate customer insights into actionable roadmaps and initiatives.
  • Own and report on customer health, retention, and expansion metrics to the executive team and board.
  • Build business cases for CX investments (tools, headcount, programs) tied to clear financial outcomes.
  • Drive initiatives that directly impact Net Revenue Retention (NRR) and Customer Lifetime Value (LTV).
  • Personally handle high-priority escalations (e.g., cancellation threats, VIP complaints) and coach teams on resolution strategies.
  • Develop playbooks for at-risk accounts to prevent churn and restore trust.
  • Collaborate with Product and Engineering to address recurring pain points.
  • Reduce Average Handle Time (AHT) by refining workflows, macros, and training.
  • Implement SLAs for escalation tiers (e.g., response time for "Critical" vs. "High" tickets).
  • Building Personalized Learning Paths to upskill employees with personalized learning paths.
  • Weekly/Monthly Reports.

Requirements & Qualifications

  • 5+ years of experience in customer-facing leadership roles (Customer Success, Support, Renewals, Account Management) within B2B SaaS.
  • Deep experience with CX technology (e.g., CRM, Customer Portals, etc).
  • Strong analytical skills; ability to translate data into strategy and executive-level narratives.
  • Exceptional cross-functional leadership and influence skills.
  • Strong grasp of SaaS metrics (ARR, Churn, Expansion Revenue).
  • Problem-solver who thrives in fast-paced, scaling environments.
  • Time-management, planning skills and ability to meet goals, stay organized and maintain a positive attitude.
  • Strong negotiation and decision-making skills and strong communicator with excellent writing skills.
  • Ability to prioritize tasks and manage multiple projects and responsibilities simultaneously.
  • Ability to function well in a high-paced and at times stressful environment.
  • Self-motivated, proactive, enthusiastic, eager to learn, and friendly and personable with others.
  • Market knowledge with proficiency with technology including basic computer operations.
  • Excellent listening, negotiation and presentation abilities.
  • BA/BS degree in Business Administration, Sales or relevant field.
EGjobank Analysis

Quick Role Summary

Opportunity as "Customer Experience Director" at 8X Egypt located in المعادي on a Full-Time basis, suited for Senior Level candidates, within Marketing & Sales. Key details from listing: • Develop and execute a comprehensive Customer Experience (CX) strategy aligned with company goals, focusing on retention, satisfaction, and revenue growth. •…

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