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Manager, Customer-Centricity Enablement
Riyadh Customer Success – Customer Experience / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The Manager, of customer-centricity enablement will be responsible for embedding customer-centric principles into the company’s culture through education and ongoing support. The role involves designing and implementing training programs, workshops, and internal communication calendars that ensure employees understand and apply CX principles in their work.
Responsibilities
+ Design and facilitate training programs to instill customer-centric values across all levels of the organization, to teach employees how to apply Customer-Centricity principles in their day-to-day tasks.
+ Collaborate with Learning & Department (L&D) leaders to integrate Customer-Centricity training into onboarding and ongoing development programs.
+ Work closely with the L&D department to integrate CX principles into onboarding and ongoing training programs across all roles and departments.
+ Collaborate with HR to attract and hire talent who naturally align with and support a customer-centric mindset, strengthening the organization's overall commitment to CX.
+ Facilitate coaching sessions to help employees align their work with customer-centric values and company goals.
+ Provide tools, resources, and knowledge necessary for employees to consistently deliver exceptional experiences.
+ Work with leaders across departments to embed customer-centric practices into strategic planning and daily operations.
+ Develop programs to recognize and reward employees who demonstrate exceptional customer-centric behavior.
+ Create and share regular feedback summaries with key stakeholders to keep them informed and engaged in customer improvement initiatives.
+ Establish and lead a network of CX champions across various departments to advocate for customer-centric practices and reinforce best practices within their teams.
+ Establish feedback loops where employees can share challenges and experiences, refining training efforts and driving continuous improvement.
+ Track and report on the impact of customer-centric initiatives on overall employee engagement, satisfaction, and retention, demonstrating the link between CX culture and business outcomes.
Requirements
+ Bachelor’s degree in Marketing, Business, communication, organizational psychology, or a related field.
+ Experience in developing training programs and promoting cultural shifts within organizations.
+ Strong coaching and facilitation skills, with a focus on customer-centric behavior.
+ Ability to collaborate with department leaders and align training efforts with overall company goals.
