Director of Customer Experience Lucidya

Employer Active

Posted 3 hrs ago

Experience

8 - 13 Years

Job Location

Riyadh - Saudi Arabia

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities


Roles & Responsibilities

  • Strategic Planning: Define and lead the overall CX strategy, focusing on driving product adoption, customer retention, and expansion opportunities (upsell/cross-sell).
  • Team Leadership & Management: Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs) and support professionals. Foster a culture of excellence and customer advocacy.
  • Customer Journey Optimization: Map and analyze the entire customer journey, from onboarding to renewal, to identify pain points and implement improvements for a seamless experience.
  • Data Analysis & Performance Metrics: Own and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and Annual Recurring Revenue (ARR). Use data-driven insights to inform strategies and executive reporting.
  • Cross-Functional Collaboration: Collaborate closely with Product, Sales, Marketing, and Engineering teams to ensure a unified approach to customer interactions and advocate for product enhancements based on customer feedback.
  • Process & Operational Excellence: Implement scalable processes and systems, including automation and AI-driven support, to optimize customer experiences and operational efficiency.
  • Crisis Management & Advocacy: Address complex customer issues and escalations promptly, while acting as the "voice of the customer" within the company to ensure customer needs are met and relationships are maintained.

Desired Candidate Profile

Experience

  • Experience: 8-10+ years of experience in customer-facing or post-sales leadership roles within a B2B SaaS environment. Experience in scaling teams and operations during company growth is highly valued.
  • Education: A bachelor's degree in Business Administration, Marketing, or a related is required, with an MBA or relevant professional certifications (e.g., CCXP) is a plus.
  • Technical Skills: Proficiency with CRM software (e.g., Salesforce , HubSpot), customer success platforms (e.g., Gainsight), and data analytics and reporting tools (e.g., Tableau, Power BI).

Soft Skills

  • Leadership & Communication: Exceptional interpersonal, presentation, and team management skills.
  • Strategic & Analytical Thinking: Ability to synthesize complex data and feedback into actionable strategies and make data-driven decisions.
  • Empathy & Problem-Solving: A genuine obsession for the customer experience and the ability to identify and resolve root causes of issues.
  • Adaptability: The ability to navigate rapid technological shifts and evolving customer expectations is crucial.

Company Industry

  • IT - Software Services

Department / Functional Area

  • Marketing
  • Brand Management
  • Marketing Research
  • Digital Marketing

Keywords

  • Director Of Customer Experience

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Lucidya

https://apply.workable.com/lucidya/j/C7BC3BF0E6/