SRV is a leading provider of innovative services, committed to delivering exceptional customer experiences. As we expand, we are looking for a talented Senior Customer Experience to join our dynamic team and elevate our customer-centric strategies.
Role Overview
The Senior Customer Experience Manager will act as a strategic leader, managing client relationships and ensuring seamless interactions between customers and internal departments such as procurement, operations, and finance. The ideal candidate will possess exceptional communication skills, a solid background in client management or account management in the services industry, and the ability to handle high-pressure situations with professionalism.
Key Responsibilities
- Develop and maintain strong relationships with customers, ensuring satisfaction and loyalty.
- Collaborate with internal teams (procurement, operations, finance) to resolve client issues and enhance service delivery.
- Act as the primary point of contact for key clients, managing escalations and ensuring resolution promptly.
- Analyze customer feedback to identify trends and implement strategies to improve the customer experience.
- Prepare and present reports on customer experience metrics and improvement initiatives.
- Support the onboarding of new clients and ensure a smooth transition to account management.
- Stay updated on industry trends and competitor strategies to provide insights for continuous improvement.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Proven experience in a senior role such as Client Manager, Account Manager, or Senior Account Manager in the services sector (not agencies).
- Exceptional communication and interpersonal skills, with fluency in English.
- High-level problem-solving skills with a customer-focused approach.
- Strong organizational skills and attention to detail.
- Experience collaborating with cross-functional teams in procurement, operations, and finance.
- Presentable and professional demeanor.
Preferred Experience
- Background in high-operation companies such as Talabat, Breakfast, Wuzzuf, Mentor, or Rabit.
- Competitor insights, particularly from companies like Vndro, are highly valued.
Working Conditions:
- Working Days: Sunday -Thursday
- Working Hours: 09:00 AM -05:00 PM
- Days Off: Friday -Saturday