Senior Customer Experience Manager
About This Role
Job Summary:
Pilofice Professional Services W.L.L. is looking for a dynamic and customer-focused Senior Customer Experience Manager to lead and transform the end-to-end customer journey. This role is ideal for a strategic leader who excels in improving customer satisfaction, optimizing service delivery, and building customer-centric cultures.
You will drive initiatives that enhance customer engagement, retention, and overall experience, while leading teams and implementing best-in-class customer experience strategies.
What you'll do:
- Design and implement customer experience (CX) strategies to improve satisfaction and loyalty
- Analyze customer journey and identify opportunities to enhance touchpoints across channels
- Lead customer support and customer success teams to deliver exceptional service
- Monitor and improve KPIs such as CSAT, NPS, retention, and customer lifetime value
- Develop feedback systems and use insights to drive continuous improvement
- Collaborate with operations, marketing, and product teams to align customer experience initiatives
- Implement CX tools, CRM systems, and automation to improve efficiency
- Resolve escalated customer issues and ensure high-quality service standards
- Train and mentor teams to build a customer-first culture
Requirements:
- 7+ years of experience in customer experience, customer success, or service management
- Proven track record in improving customer satisfaction and retention metrics
- Strong knowledge of CX frameworks, customer journey mapping, and service design
- Experience with CRM platforms and customer analytics tools
- Excellent leadership, communication, and problem-solving skills
- Ability to manage cross-functional projects and stakeholders
- Bachelor’s degree in Business, Marketing, or a related field
Why work with us:
- Competitive salary with performance-based incentives
- Opportunity to lead impactful customer experience transformation initiatives
- Career growth in a fast-growing professional services company
- Collaborative, supportive, and customer-focused work environment
- Exposure to diverse industries and client-facing projects
الراتب المدفوع: QAR٢٢٬٠٠٠٫٠٠ لكل شهر
موقع العمل: بشكل شخصي
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