Customer Experience Manager

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.

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.

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.