Customer Experience Manager
Skills
About This Role
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
Your resume, rewritten
for this exact role.
Sign up free — Base Career tailors your CV to this job description in 60 seconds.
01 / 05
Resume Tailored to This Job
Your keywords, structure, and story — rewritten to match this exact role and pass ATS filters.
Free · No card · 60 seconds
02 / 05
Cover Letter for This Role, Done
Job-specific cover letters written in Gulf professional tone — ready in seconds, not hours.
Free · No card · 60 seconds
03 / 05
See How Well You Fit This Role
AI match score with clear reasons — know your fit before investing time in the application.
Free · No card · 60 seconds
04 / 05
Apply in One Click
Autofill any application form on Workday, LinkedIn, Bayt, Greenhouse — with your tailored content.
Free · No card · 60 seconds
05 / 05
Track It. Follow Up at the Right Time.
Visual pipeline for every application with AI-timed follow-up reminders so nothing slips.
Free · No card · 60 seconds
Similar Jobs
Head of Customer Experience (CX)
The Cigna Group · Riyadh
Key Responsibilities CX Strategy & Leadership Define and own the end‑to‑end CX vision, roadmap, and operating model Act as the executive owner of customer outcomes across all functions Embed customer centricity into s
Skills
Head of Customer Experience (CX)
The Cigna Group · الرياض
Key Responsibilities CX Strategy Leadership Define and own theend‑to‑end CX vision, roadmap, and operating model Act as the executive owner of customer outcomes across all functions Embed customer centricity into stra
Skills
Customer Experience Expert - Metro / Rail
AtkinsRéalis · Riyadh
Overview The Customer Experience Expert plays a key role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on improving the overall customer j
Skills
5 days ago
Apply Now↗Apply Now ↗Customer Experience Expert - Metro / Rail
Atkins Realis Group · Riyadh
Enhance passenger satisfaction by analyzing feedback, implementing initiatives, and optimizing service delivery while collaborating with operational teams and stakeholders.
Skills
6 days ago
Apply Now↗Apply Now ↗Customer Experience supervisor
Carwah | Rent A Car · Riyadh
Company Description Carwah, founded in 2018, is Saudi Arabia’s leading digital car rental platform, connecting over 110,000 cars and 1,300 rental offices across 45 cities and airports. Our mission is to simplify car rent
Skills
1 weeks ago
Apply Now↗Apply Now ↗Customer Experience Expert - Metro / Rail
AtkinsRéalis · الرياض
Overview The Customer Experience Expert plays a key role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on improving the overall customer j
Skills
1 weeks ago
Apply Now↗Apply Now ↗Customer Experience Specialist L1-1
Sanofi · Jeddah
Drive sales and market share of Sanofi products through customer engagement, territory planning, and compliance in the healthcare sector.
Skills
1 weeks ago
Apply Now↗Apply Now ↗Customer Experience specialist L1-1
Sanofi · Jiddah
Job title: Customer Experience Specialist Location: Jeddah About The Job As Customer Experience Specialist, within our General Medicines team, you'll drive sales and market share of assigned Sanofi products while orchest
Skills
1 weeks ago
Apply Now↗Apply Now ↗Customer Experience Senior Manager
HungerStation | هنقرستيشن · Riyadh
HungerStation is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide.
Skills
1 weeks ago
Apply Now↗Apply Now ↗2.2K+
Cover Letters & Follow-ups
1.8K+
Resumes Tailored
190.5K+
Jobs Tracked
Trusted by professionals at
Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required