Customer Experience Manager

Customer Experience Manager

Make a difference every day

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East, we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue, and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity
We are looking for a Customer Experience (CX) Manager who will manage the development and implementation of customer experience strategy, initiatives, and roadmap against predefined objectives. The CX Manager will work closely with the customer experience director to improve the customer experience at the asset portfolio and be responsible for implementing those strategies and initiatives.

The ideal candidate should have:

• Full understanding of legislation and governance affecting the business.
• Ability to build SLA's and KPI's to measure process and service performance.
• Advanced knowledge of developing SOP's derived from departmental strategy.
• Designs process templates in accordance with organisation and industry standards.
• Ability to measure and report on compliance and establish a risk management process within the department.
• Establish a service quality management framework to be used for QA/QC process development.

This role will be based in Riyadh, Kingdom of Saudi Arabia, and will support our client in the Osool project.

Key Accountabilities

• Implement approved strategies, goals, and objectives of the customer services function, nurturing and supporting a team that provides an exceptional experience for Client's customers as they interact with the brand through the contact centre, support departments, and the operations team.
• Develop policy, procedures, processes, systems, and controls across the department and its operational interfaces with the primary aim of creating a stable environment of consistent operational excellence through complementing service delivery with the highest level of customer service.
• Drive initiatives to reduce customer complaints through root cause analysis and resolution in accordance with quality management and service excellence ISO 1002:2018 and 23592.
• Implement customer experience best practices and industry standards in alignment with legislation, regulations, customs, and expectations.
• Drive and implement portfolio-based strategies on promoting and delivering services to customers through multi-channel communication systems.
• Develop a comprehensive communication strategy that encompasses both internal and external communications and aims to ensure a clear, consistent, and effective connection with all stakeholders including key areas such as understanding the audience, defining key messages, and selecting the channels and schedules.
• Implement and cascade the strategy for stakeholder engagement including comprehensive processes for VIP and VVIP communications protocols and understand the cause and effect between effective engagement and managing risk.
• Identify the key business interfaces and collaborate to implement a portfolio-wide service standards charter applicable to asset classification and service level agreements.
• Define, develop, and implement regular internal service quality assessments and audits as part of operations to identify risks, provide valuable insights into how the department is performing, and identify where improvements can be made.
• Define the service standards, goals, and sets of quantifiable metrics for the asset classes, clearly understanding the customers' needs, expectations, and habits, then drive a high-quality and interactive customer satisfaction and analytics programme for all Client's assets, using a variety of platforms and tools ensuring all customers are reached, engaged with, and listened to, for eliciting and collating feedback and data, before implementing actionable plans and opportunities.
• Support in developing an effective brand growth, relationship, loyalty, and customer retention strategy as Client's reach and visibility increase, and the organisation builds upon its reputation, trust gained, and image.

Specific Requirements

• Bachelor's degree in business management, communications, marketing, or similar field.
• Holder of CICSP, CCEP, CPM, CCSP, or similar.
• Seven (7) years minimum experience, three (3) of which in a similar GCC based customer experience role.
• Lead working within a highly dynamic environment delivering customer-focused services and engagement initiatives.
• KSA experience desirable.

What’s in it for you?

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:

• Competitive monthly pay and allowances that are commensurate with the role and industry standards.
• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing.
• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards.
• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones.
• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture.
• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.