Senior Customer Manager

Role Overview

This senior-level position is focused on building and running a company-wide client experience strategy across multiple subsidiaries. The role centers on improving satisfaction, loyalty, and retention through structured feedback systems, journey improvements, and measurable service recovery practices.

Key Accountabilities

• Create and roll out a unified client experience framework for all subsidiaries, including feedback collection, satisfaction tracking, and service recovery processes that improve loyalty and repeat business.
• Oversee the execution of the client experience system in coordination with ICT and ERP teams, ensuring smooth connection between the CX platform and CRM, along with live analytics and reporting.
• Map and refine the client journey at every stage, from pre-award to delivery and post-delivery, so that service remains consistent and clients receive proactive engagement across subsidiaries.
• Work closely with Operations, Business Development, Registration, and Bidding teams to embed client experience measures and feedback into commercial and operational workflows.
• Compile and deliver quarterly performance dashboards and CX reports for the CCO and subsidiary CEOs/GMs, connecting client satisfaction insights with business results and renewal performance.
• Own the Voice of Client program by gathering feedback, analyzing trends, and turning insights into improvement actions with clear owners, deadlines, and measurable targets.

Additional Information

Company name is confidential. Location: Dammam, Eastern, Saudi Arabia. Employment is full-time and onsite. No stipend or salary amount was provided.