82 Customer Engagement jobs in Saudi Arabia

We are seeking a dynamic and detail-oriented Customer Experience Supervisor to lead our Customer Experience team. This role is pivotal in ensuring an exceptional customer journey, from initial contact through post-sale support. The ideal candidate will possess strong leadership skills, a passion for customer service, and a commitment to continuous improvement.

Responsibilities:

• Supervise and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance metrics, providing regular feedback and conducting performance reviews.
• Promote team engagement through regular team-building activities, recognition programs, and open communication channels to encourage collaboration and morale.
• Organize ongoing training sessions to equip team members with the skills needed to excel in their roles.
• Identify and recommend process enhancements to improve efficiency and the overall customer experience.
• Handle escalated customer complaints and inquiries with a focus on resolution and customer retention.

Requirements:

• Bachelor's degree in Business Administration, IT or related field.
• 3+ years of experience in customer service.
• Strong leadership skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer service software and ERP systems.

Key Responsibilities:

• Become the Voice of the Customer:
  gathering and analyzing customer feedback through various channels (surveys, call center, social media, direct interactions) to understand their needs, pain points, and overall sentiment.

• Map and Optimize the Customer Journey: I
  dentify and map all customer touchpoints, from initial contact and after delivery assistance. The goal is to pinpoint opportunities to eliminate friction and create a more seamless and positive experience.

• Collaborate for a Better Experience:
  work closely with cross-functional teamwork to ensure that customer insights are integrated and made into business decisions and solutions, from new product features to communication strategies.

• Track and Report on Success:
  Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and use data to create reports and provide actionable insights to leadership.

• Drive Continuous Improvement:
  Based on your analysis and collaboration, you'll develop and implement initiatives to enhance the customer experience. This includes proposing new processes, tools, or training programs that lead to greater customer experience and satisfaction.

Academics and certification:

• Bachelor degree in relevant majors such as (Business Administration, Marketing, Communications, or related field.)

Core Competencies

• Emotional Intelligence
• Analytical Skills
• Communication Skills
• Problem-Solving and Critical Thinking
• Collaboration and Teamwork
• Adaptability and Resilience
• Customer-Centric Mindset

1. Job Purpose

Lead and develop initiatives that enhance the overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on the industry’s best practices based on research and results analysis, foster a culture of customer-centricity, DACO’s brand advocacy.

2. Position Accountability Description

Strategic Leadership

1. Develop and lead the implementation of a comprehensive customer experience strategy for DACO, ensuring alignment with organizational goals and strategic objectives.
2. Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting DACO's long-term objectives.
3. Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with DACO’s strategic goals.

Operational Excellence

1. Develop passengers’ personas through research & data collection of demographics, travel behaviours and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travellers needs.
2. Identify all the touchpoints that passengers encounter with DACO’s airports starting from “homes” to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
3. Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers’ needs and preferences, making informed decisions that enhance the overall experience.
4. Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve DACO’s KPIs at National and International programs.
5. Ensure the continuity of DACO’s membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers’ experience.
6. Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
7. Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
8. Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
9. Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
10. Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
11. Oversee the monitoring and implementation of GACA’s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA’s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.

Stakeholder Management

1. Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
2. Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
3. Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.

Team Leadership and Development

1. Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
2. Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
3. Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
4. Ensure team members are adherence to DACO’s values, and customer experience department policy and procedures.

Financial Management

1. Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
2. Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
3. Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.

Innovation and Continuous Improvement

1. Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
2. Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with DACO’s strategic objectives.
3. Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.

AtkinsRéalis is looking for a Customer Experience Expert in Riyadh, KSA .

About AtkinsRéalis

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital.

The Customer Experience Expert will play a vital role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on analyzing customer feedback, optimizing service delivery, and implementing initiatives that prioritize the needs and expectations of metro users. The expert will work closely with operational teams and stakeholders to ensure a seamless and positive customer journey.

Key Responsibilities:

• Enhance customer satisfaction by identifying service gaps and implementing customer-focused initiatives.
• Analyze feedback from passengers and stakeholders to identify trends, issues, and opportunities for improvement.
• Optimize service delivery across all customer touchpoints, ensuring consistency, responsiveness, and quality.
• Collaborate with O&M Contractors and internal teams to align service standards with customer expectations.
• Develop and monitor customer experience metrics and performance indicators.
• Support the design and execution of customer engagement programs, surveys, and outreach activities.
• Provide recommendations to the Employer for improving passenger experience and service quality.

Qualifications & Experience:

• Bachelor’s degree in Customer Relations, Business Administration, or a related field.
• Minimum 5 years of experience in customer service management, preferably within transport or infrastructure sectors.
• Strong analytical skills to interpret customer data and drive actionable insights.
• Excellent interpersonal and communication skills, with the ability to engage effectively with passengers, contractors, and internal teams.

Preferred Attributes:

• Experience in metro or railway operations.
• Familiarity with customer satisfaction tools, CRM systems, and service quality frameworks.
• Ability to work in a dynamic, customer-facing environment with a focus on continuous improvement.

Why choose AtkinsRéalis?

• Tax-free salary.
• Life insurance coverage.
• Comprehensive medical insurance coverage.
• Paid Annual leave.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Relocation assistance.
• Transportation & housing allowances.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, as well as personal health, fitness, and nutrition consulting.

AtkinsRéalis is committed to eliminating discrimination and encouraging diversity amongst our workforces. We aim to provide quality and fairness for all job applicants and employees and not to discriminate on grounds of gender, marital status, age, race, ethnic origin, religious conviction, or disablement. We oppose all forms of unlawful treatment and discrimination.

Our aim is for the company to be representative of all sections of society and that each employee feels respected and able to give their best. We are committed to a policy of treating all our employees and job applications equally.

We pursue this commitment by:

• Having clear and concise procedures and guidelines for both line managers and employees to ensure policies are fully understood and implemented.
• Complying with the relevant employment legislation and codes of practice.
• Ensuring that all existing employees, potential employees, colleagues, and customers are treated equally and with respect.

Arthur Lawrence is urgently looking for a Manager – Customer Experience Support for a client in Riyadh, KSA. Kindly review the Job requirements below. Your immediate application will enable us to place you successfully.

• 10+ years of experience in digital banking platform support and operations.
• Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
• Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
• ITIL 4 certification, fluency in Arabic and English, and strong understanding of SAMA, NIST, IFRS, and ITIL standards.

• Bachelor’s degree in IT, or related field.
• Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ Fast 100 Private Companies Award in 2017.

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship. Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation.

Overview

Director of Retail Customer Experience – Transform Customer Interactions and Drive Retail Excellence. This role requires sector experience in Retail or similar (Ecom, Retail banking, Telecoms, Hospitality, FMCG) and a senior leadership track record in customer experience.

Are you passionate about creating memorable customer experiences and leading teams to success? This role shapes the future of retail customer interactions across all channels and strives to leave a lasting impression on every touchpoint.

• Develop and execute a comprehensive strategy for both physical and digital retail environments.
• Continuously optimise the end-to-end customer journey, identifying key moments and pain points to boost satisfaction.
• Partner with retail store leadership to align front-line teams with customer-centric values.
• Standardise best practices, service protocols, and training materials.
• Enhance in-store experiences through customer insights, feedback mechanisms, and performance improvements.
• Establish feedback loops from customer insights to inform operational decisions.
• Collaborate with product and marketing teams to integrate customer feedback into design, service, and promotional initiatives.
• Lead and mentor a team focused on innovation, responsiveness, and service excellence.
• Work with HR and training teams to develop onboarding and continuous learning programmes for retail staff.
• Track, analyse, and report on key metrics including NPS, CSAT, retention, and conversion. Develop and manage KPIs to measure performance at store and regional levels.

• Bachelor’s degree in Business, Marketing, Retail Management, or a related field (Master’s preferred).
• Over 15 years of experience in retail, with at least 5 years in a leadership role focused on customer experience.
• Proven leadership in a multi-store retail environment.
• Strong understanding of customer journey mapping and service excellence principles.
• Exceptional interpersonal and communication skills.
• Data-driven mindset with proficiency in customer feedback tools and CRM systems.
• Strategic thinker with operational execution capabilities.
• Passionate about customer service and enhancing human experiences.
• Creative problem-solver thriving in a fast-paced environment.
• Collaborative leader capable of aligning stakeholders across departments.

This role is ideal for a visionary leader eager to make a significant impact on retail customer experiences. If you are driven by a passion for service excellence and possess the skills to lead transformative initiatives, this position offers a platform to showcase your expertise and drive meaningful change.

We are seeking a highly motivated and customer-oriented Customer Experience Specialist to join our team in Riyadh, , Saudi Arabia. As a Customer Experience Specialist, you will be responsible for handling customer inquiries, resolving issues, and providing excellent customer service. The ideal candidate should have exceptional communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer experiences.

Responsibilities:

1. Answer inbound calls and respond to customer inquiries in a professional and courteous manner
2. Provide accurate and timely information to customers while maintaining a high level of customer satisfaction
3. Resolve customer complaints and issues by investigating problems, developing solutions, and implementing appropriate actions
4. Follow up with customers on unresolved issues to ensure customer satisfaction
5. Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints
6. Collaborate with team members and other departments to ensure prompt and effective resolution of customer issues
7. Upsell products and services to customers when appropriate
8. Stay updated on product knowledge and company policies to provide accurate information to customers
9. Adhere to call center scripts and guidelines to provide consistent and high-quality customer service
10. Meet or exceed call center performance metrics, including customer satisfaction, productivity, and quality targets

Requirements:

• Previous experience in a call center or customer service role is preferred
• Excellent verbal and written communication skills in Sign Language
• Strong problem-solving and decision-making abilities
• Ability to work in a fast-paced and dynamic environment
• Strong attention to detail and accuracy
• Ability to multitask and prioritize tasks effectively
• Positive and professional attitude
• Proficient in using call center software and computer applications
• Strong knowledge of customer service principles and practices

Skills:

• Excellent communication skills
• Strong problem-solving abilities
• Attention to detail
• Ability to multitask
• Knowledge of customer service principles

Summary

The Customer Experience Manager is responsible for leading and developing strategies that ensure the consistent delivery of a superior customer journey. The position requires a structured approach to designing, implementing, and enhancing the customer journey in its entire beginning with the initial awareness of products and services, through the utilization stage, and extending into post-sales engagement.

The role includes monitoring customer satisfaction, identifying and anticipating customer expectations, and implementing initiatives to proactively shape experiences. In addition to overseeing daily operations, the Customer Experience Manager is accountable for formulating and executing strategic plans that strengthen customer loyalty, improve satisfaction levels, and translating positive customer experiences into measurable value and long-term competitive advantage for the organization.

Key Responsibilities:

• Train and guide the Customer Experience team in applying best practices in client interactions.
• Analyze customer data to identify needs and behaviors and translate insights into actionable plans.
• Prepare regular reports for senior management highlighting performance indicators, satisfaction levels, and ongoing initiatives.
• Propose and implement new initiatives to enhance the customer experience in line with the best global practices.
• Monitor the quality of services delivered to customers and establish standardized service benchmarks.
• Collaborate with other departments to ensure a seamless and integrated customer journey.
• Design and execute customer satisfaction measurement programs such as surveys, interviews, and the Net Promoter Score (NPS).
• Assess the current customer journey, identify strengths and weaknesses, and recommend innovative improvement solutions.
• Develop a comprehensive customer experience strategy aligned with the company's goals and vision.

Requirements:

• Bachelor's degree in business administration, Marketing, or a related field.
• Minimum of 4 years of practical experience in Customer Experience Management, Customer Service, or Relationship Management.
• Proven experience in developing and implementing customer experience strategies.
• Familiarity with Customer Relationship Management (CRM) systems and customer satisfaction measurement tools.

Key Skills:

• Strong knowledge of customer experience indicators and measurement tools.
• High-level leadership and strategic planning skills.
• Creativity in designing innovative customer experience solutions.
• Ability to manage change and inspire the team to embrace a customer-centric culture.
• Analytical thinking with the capability to interpret customer data and translate it into actionable decisions.