Customer Intelligence & Service Excellence Manager
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-06-21
Listing for:
Confidential Careers
Full Time
position Listed on 2026-06-21
Job specializations:
-
Customer Service/HelpDesk
Client Relationship Manager, Customer Success Mgr./ CSM, Customer Service Rep, CRM System
Job Description & How to Apply Below
We are looking for an experienced Customer Intelligence & Service Excellence Manager to lead customer experience initiatives, Voice of Customer (VoC) programs, and service excellence standards across a multi-location organization.
Key Responsibilities:- Lead the Voice of Customer (VOC) program and customer feedback strategy.
- Analyze customer insights, sentiment, complaints, and feedback to drive business improvements.
- Design and improve customer care processes, service recovery frameworks, and escalation procedures.
- Build and monitor CX metrics including NPS, CSAT, complaint resolution, and service performance.
- Partner with Operations, Marketing, Digital, HR, and other stakeholders to enhance the customer journey.
- Lead customer care teams and foster a customer-centric culture across the organization.
- Prepare executive reports and actionable recommendations for senior leadership.
- 5+ years of experience in Customer Experience, Customer Intelligence, Service Excellence, VoC, or Customer Care.
- 3+ years of team management experience.
- Strong background in customer insights, process improvement, and service quality.
- Experience with CRM platforms and customer feedback tools.
- Strong analytical, communication, and stakeholder management skills.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
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