Arabiat

Customer Experience Manager

Arabiat
📍 obour city Full-Time 💼 Senior Level (6-8 yrs) 🕐 4mo ago
👁️ 0 views
📋 0 applicants

Job Description

  • Oversee and improve the full customer journey across pre-sales, sales, and after-sales service to ensure a seamless customer experience across all touchpoints
  • Monitor customer satisfaction levels across all service centers and branches, ensuring consistent service quality and high customer experience standards
  • Analyze customer feedback, complaints, CSAT, NPS, and Voice of Customer (VoC) reports to identify pain points, root causes, and improvement opportunities
  • Coordinate with service managers, branch teams, dealer networks, and internal departments to standardize processes and enhance customer satisfaction
  • Lead customer experience improvement initiatives, including customer retention strategies, loyalty programs, and service excellence enhancements
  • Oversee CRM performance, customer engagement programs, and digital customer journey improvements to strengthen customer relationships and operational efficiency
  • Establish and monitor KPIs for customer experience, service quality, and team performance, ensuring continuous improvement and measurable business results
  • Manage escalated customer complaints and ensure timely, effective resolutions while maintaining brand trust and customer loyalty

*Minimum 5+ years of experience in Customer Experience, CRM, Customer Relations, or Customer Service Management

  • Strong automotive industry background is mandatory
  • Experience managing multiple branches, service centers, or dealer networks
  • Strong knowledge of customer journey mapping and customer lifecycle management
  • Experience with Voice of Customer (VoC), CSAT, NPS, and customer satisfaction analysis
  • Strong leadership experience managing CRM teams, call center teams, or customer service teams
  • Experience in handling escalated complaints and customer retention strategies
  • Strong analytical skills with KPI monitoring and reporting experience
  • Experience in CRM systems and digital customer experience improvement
  • Excellent communication, leadership, and stakeholder management skills
  • Ability to work cross-functionally with sales, service, marketing, and operations teams
  • Strong problem-solving and continuous improvement mindset

Requirements & Qualifications

*Minimum 5+ years of experience in Customer Experience, CRM, Customer Relations, or Customer Service Management

  • Strong automotive industry background is mandatory
  • Experience managing multiple branches, service centers, or dealer networks
  • Strong knowledge of customer journey mapping and customer lifecycle management
  • Experience with Voice of Customer (VoC), CSAT, NPS, and customer satisfaction analysis
  • Strong leadership experience managing CRM teams, call center teams, or customer service teams
  • Experience in handling escalated complaints and customer retention strategies
  • Strong analytical skills with KPI monitoring and reporting experience
  • Experience in CRM systems and digital customer experience improvement
  • Excellent communication, leadership, and stakeholder management skills
  • Ability to work cross-functionally with sales, service, marketing, and operations teams
  • Strong problem-solving and continuous improvement mindset
EGjobank Analysis

Quick Role Summary

Opportunity as "Customer Experience Manager" at Arabiat located in obour city on a Full-Time basis, suited for Senior Level candidates, within Technology & IT. Key details from listing: • Oversee and improve the full customer journey across pre-sales, sales, and after-sales service to ensure a seamless customer experience across all…

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  1. Tailor your CV headline to match "Customer Experience Manager" and feature measurable achievements in the top third of your resume.
  2. Customize your cover note for obour city: explain why this location and work arrangement suit your availability and how you add value to the team.
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