Customer Experience Manager

Description

Madar is a leading Saudi digital logistics platform, owned by Elm transforming transportation management across industries. It connects shippers, carriers, and logistics partners through a unified ecosystem that delivers visibility, efficiency, and automation. Madar enables seamless shipment execution, financial integration, and real-time tracking — redefining the future of logistics in the Kingdom and beyond.

Role Overview:

We are looking for a Customer Experience Manager to lead and enhance the end-to-end customer journey across our platform. This role is responsible for ensuring high levels of customer satisfaction, optimizing service processes, and driving continuous improvement initiatives to deliver a seamless and efficient customer experience.

Key Responsibilities:

• Manage and oversee project development from initiation to completion.
• Coordinate cross-functional teams to ensure timely delivery of objectives.
• Develop and implement strategies aligning with company goals.
• Monitor project progress and provide regular updates to stakeholders.
• Identify risks and develop mitigation plans to ensure project success.

• Lead and manage the customer experience strategy across all touchpoints (onboarding, operations, support, and post-service follow-up).
• Monitor and improve customer satisfaction metrics (CSAT, NPS, customer retention, complaints resolution time).
• Oversee daily customer service operations and ensure timely and effective issue resolution.
• Analyze customer feedback, complaints, and operational data to identify trends and improvement opportunities.
• Collaborate with Operations, Sales, Product, and Tech teams to enhance service delivery and user experience.
• Develop and implement SOPs and service standards to ensure consistency and quality.
• Drive customer-centric culture across the organization through training and awareness initiatives.
• Manage escalations and ensure proper handling of critical customer issues.
• Prepare regular reports and dashboards on customer experience performance and KPIs.
• Identify opportunities for automation and digital enhancements to improve customer journey.

Requirements

• Bachelor’s degree in business administration, Marketing, or related field.

• 5+ years of experience in Customer Experience, Customer Service, or Operations (preferably in logistics, marketplace, or tech platforms).

• Strong understanding of customer journey mapping and CX best practices.

• Experience working with CRM systems and customer support tools.

• Strong analytical skills with ability to interpret data and drive insights.

• Excellent communication and stakeholder management skills.

• Ability to work cross-functionally and influence different teams.

• Fluency in Arabic and English.