Customer Experience Manager
Skills
About This Role
Overview
**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.
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