SRV is a leading provider of innovative services, committed to delivering exceptional customer experiences. As we expand, we are looking for a talented Senior Customer Experience to join our dynamic team and elevate our customer-centric strategies.
The Senior Customer Experience Manager will act as a strategic leader, managing client relationships and ensuring seamless interactions between customers and internal departments such as procurement, operations, and finance. The ideal candidate will possess exceptional communication skills, a solid background in client management or account management in the services industry, and the ability to handle high-pressure situations with professionalism.
Develop and maintain strong relationships with customers, ensuring satisfaction and loyalty.
Collaborate with internal teams (procurement, operations, finance) to resolve client issues and enhance service delivery.
Act as the primary point of contact for key clients, managing escalations and ensuring resolution promptly.
Analyze customer feedback to identify trends and implement strategies to improve the customer experience.
Prepare and present reports on customer experience metrics and improvement initiatives.
Support the onboarding of new clients and ensure a smooth transition to account management.
Stay updated on industry trends and competitor strategies to provide insights for continuous improvement.
Bachelor’s degree in Business Administration, Communications, or a related field.
Proven experience in a senior role such as Client Manager, Account Manager, or Senior Account Manager in the services sector (not agencies).
Exceptional communication and interpersonal skills, with fluency in English.
High-level problem-solving skills with a customer-focused approach.
Strong organizational skills and attention to detail.
Experience collaborating with cross-functional teams in procurement, operations, and finance.
Presentable and professional demeanor.
Background in high-operation companies such as Talabat, Breakfast, Wuzzuf, Mentor, or Rabit.
Competitor insights, particularly from companies like Vndro, are highly valued.
Working Conditions:
Working Days: Sunday -Thursday
Working Hours: 09:00 AM -05:00 PM
Days Off: Friday -Saturday