Head of Customer Engagement

Can you turn every customer interaction into a better experience and every challenge into an opportunity to build trust? Job Summary The Head of Customer Engagement will lead customer engagement and experience quality across the ERP implementation and service delivery lifecycle, ensuring customer satisfaction, effective complaint resolution, and continuous improvement in service delivery. The role will serve as a key link between customers and internal delivery teams, proactively monitoring customer experiences, collecting actionable feedback, identifying service gaps, and driving cross-functional improvements that strengthen customer relationships and confidence in Dafater’s solutions. Key Responsibilities • Lead and continuously improve the customer experience across the ERP delivery lifecycle, from initial onboarding and implementation through go-live and ongoing service engagement, ensuring a consistent, positive, and professional experience. • Establish effective mechanisms to collect, analyze, and act on customer feedback through satisfaction surveys, direct engagement, and structured follow-ups, identifying improvement opportunities and ensuring concerns are addressed. • Oversee customer complaints and escalations, ensuring timely investigation, effective coordination with responsible teams, appropriate resolution, and proactive communication with customers throughout the process. • Monitor customer-facing processes, service commitments, and key delivery milestones in coordination with Project Management, Technical Services, and other relevant teams, proactively identifying delays, communication gaps, and service risks that may affect customer satisfaction. • Build and maintain strong relationships with key customer stakeholders, understand their expectations, manage sensitive situations professionally, and strengthen customer trust throughout their engagement with Dafater. • Collaborate with Project Management, Product, Technical Services, and Customer Success teams to address recurring customer issues, improve service quality, and ensure effective ownership and follow-through on customer concerns. • Evaluate customer engagement processes, identify recurring service gaps and root causes, and lead improvement initiatives to enhance customer satisfaction, service consistency, and operational efficiency. • Establish and monitor customer experience indicators, including CSAT, complaint resolution performance, escalation trends, and customer feedback, providing management with actionable insights and improvement recommendations. • Lead the Customer Engagement team, establish clear service standards and performance expectations, provide coaching and guidance, and foster a proactive, customer-centric culture focused on accountability and continuous improvement. Required Qualifications • Saudi national. • Bachelor’s degree in Business Administration, Management, Information Systems, or a related field. • Minimum 5 years of relevant professional experience in Customer Experience, Customer Success, Account Management, or Customer Service, preferably including at least 2 years in a team leadership or supervisory capacity. • Proven experience within ERP, SaaS, enterprise software, IT solutions, or technology services companies, with demonstrated exposure to corporate/B2B customers. • Previous experience as an Account Manager, Customer Experience/Success Manager, Customer Service Manager, or Department/Team Manager with direct responsibility for customer relationships, service quality, and issue resolution. • Good understanding of enterprise software implementation and customer delivery processes, including onboarding, implementation, go-live, and post-implementation support. • Demonstrated ability to manage complex customer complaints, handle escalations, coordinate resolutions, and maintain positive relationships under challenging circumstances. • Ability to interpret customer feedback, analyze service performance, identify recurring problems, and translate findings into practical improvement actions. • Strong leadership, stakeholder management, negotiation, conflict resolution, and cross-functional coordination skills. • Excellent Arabic communication skills and professional working proficiency in English. Why Join Dafater • Be part of a company transforming business operations through innovative ERP and digital solutions. • Lead initiatives that enhance customer experience and service quality. • Influence service delivery processes and drive continuous improvement. • Make a meaningful impact on customer satisfaction and long-term relationships. Ready to make a significant impact? Apply now and join Dafater. Dafater is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will be considered without regard to gender, nationality, religion, age, disability, or any other protected status.

Saudi national. Bachelor’s degree in Business Administration, Management, Information Systems, or a related field. Minimum 5 years of relevant professional experience in Customer Experience, Customer Success, Account Management, or Customer Service, preferably including at least 2 years in a team leadership or supervisory capacity. Proven experience within ERP, SaaS, enterprise software, IT solutions, or technology services companies, with demonstrated exposure to corporate/B2B customers. Previous experience as an Account Manager, Customer Experience/Success Manager, Customer Service Manager, or Department/Team Manager with direct responsibility for customer relationships, service quality, and issue resolution. Good understanding of enterprise software implementation and customer delivery processes, including onboarding, implementation, go-live, and post-implementation support. Demonstrated ability to manage complex customer complaints, handle escalations, coordinate resolutions, and maintain positive relationships under challenging circumstances. Ability to interpret customer feedback, analyze service performance, identify recurring problems, and translate findings into practical improvement actions. Strong leadership, stakeholder management, negotiation, conflict resolution, and cross-functional coordination skills. Excellent Arabic communication skills and professional working proficiency in English.

Lead and continuously improve the customer experience across the ERP delivery lifecycle, from initial onboarding and implementation through go-live and ongoing service engagement, ensuring a consistent, positive, and professional experience. Establish effective mechanisms to collect, analyze, and act on customer feedback through satisfaction surveys, direct engagement, and structured follow-ups, identifying improvement opportunities and ensuring concerns are addressed. Oversee customer complaints and escalations, ensuring timely investigation, effective coordination with responsible teams, appropriate resolution, and proactive communication with customers throughout the process. Monitor customer-facing processes, service commitments, and key delivery milestones in coordination with Project Management, Technical Services, and other relevant teams, proactively identifying delays, communication gaps, and service risks that may affect customer satisfaction. Build and maintain strong relationships with key customer stakeholders, understand their expectations, manage sensitive situations professionally, and strengthen customer trust throughout their engagement with Dafater. Collaborate with Project Management, Product, Technical Services, and Customer Success teams to address recurring customer issues, improve service quality, and ensure effective ownership and follow-through on customer concerns. Evaluate customer engagement processes, identify recurring service gaps and root causes, and lead improvement initiatives to enhance customer satisfaction, service consistency, and operational efficiency. Establish and monitor customer experience indicators, including CSAT, complaint resolution performance, escalation trends, and customer feedback, providing management with actionable insights and improvement recommendations. Lead the Customer Engagement team, establish clear service standards and performance expectations, provide coaching and guidance, and foster a proactive, customer-centric culture focused on accountability and continuous improvement.