Job Summary:
The Complaint & Customer Experience (CX) Manager is responsible for leading end-to-end complaint management and driving continuous improvement across the customer journey. The role acts as the voice of the customer, ensuring customer issues are resolved effectively while transforming complaint insights into strategic CX enhancements that improve customer satisfaction, retention, and brand trust.
The position requires strong leadership, analytical thinking, and exceptional communication skills to manage sensitive cases, influence senior stakeholders, and embed a customer-centric culture across the organization.
Key Responsibilities / Accountabilities:
Core CX & Complaint Management Expertise
- Deep understanding of end-to-end customer journey mapping
- Proven experience in complaint governance, escalation models, and SLA management
- Ability to differentiate between operational complaints vs. systemic CX issues
- Strong background in root cause analysis (RCA) and corrective/preventive action (CAPA)
Strategic Thinking & CX Transformation
- Ability to translate complaints data into actionable CX improvement initiatives
- Experience in building and managing VOC programs (complaints, NPS, CSAT, CES)
- Capability to design CX frameworks, playbooks, and standards
- Strong business acumen to balance customer advocacy with cost, risk, and policy
Data, Analytics & Reporting
- High proficiency in CX KPIs and dashboards (complaint trends, repeat drivers, aging, SLA breaches)
- Ability to tell a clear story from data for senior stakeholders
- Comfortable working with CRM, case management systems, and reporting tools
- Experience linking CX outcomes to retention, loyalty, and revenue impact
Leadership & People Management
- Proven ability to lead, coach, and develop complaint/CX teams
- Capability to manage high-pressure situations and emotionally charged cases
- Strong delegation, ownership mindset, and follow-through
- Ability to build a culture of accountability, learning, and customer centricity
Stakeholder Management & Influence
- Excellent communication with senior leadership, operations, legal, and frontline teams
- Ability to challenge constructively and push for change without conflict
- Strong negotiation and alignment skills across multiple business units
- Confidence to represent the customer voice at executive and committee levels
Governance, Risk & Compliance
- Strong understanding of regulatory, compliance, and audit requirements
- Ability to manage sensitive cases (legal, reputational, regulatory)
- Experience setting up policies, SOPs, and escalation matrices
- High ethical standards and confidentiality awareness
Digital & Innovation Mindset
- Exposure to automation, AI, chatbots, self-service, or CRM enhancements
- Ability to re-engineer complaint journeys for speed, transparency, and scalability
- Continuous improvement mindset using design thinking
Personal Attributes (Non-Negotiable)
- Customer-centric but firm and objective
- High emotional intelligence and resilience
- Ownership mindset (I fix, not escalate blindly)
- Structured, proactive, and solution-oriented
- Credible, calm, and trusted by leadership
- Languages: Arabic: Fluent English: Professional (Written & Spoken)
- MS office: Expert
Collaboration & Cross-Functional Partnership
- Demonstrated ability to work collaboratively across multiple departments (Operations, Aftersales, Sales, Legal, Compliance, IT, Call Center, and Marketing) to resolve complex customer issues and drive systemic improvements
- Strong capability to align conflicting priorities while maintaining a customer-centric and commercially balanced approach
- Proven experience in influencing without direct authority to secure ownership, timely actions, and sustainable solutions
- Ability to build trusted working relationships with internal and external stakeholders, including senior leadership and regulators
- Acts as a connector and facilitator, ensuring end-to-end accountability rather than siloed problem-solving
Setting KPIs & Monitoring Performances
- Define, implement, and continuously refine CX and complaint-related KPIs aligned with business objectives and customer promise
- Establish clear performance measures across the complaint lifecycle, including SLA adherence, resolution quality, aging, repeat complaints, escalation rate, and customer satisfaction
- Monitor performance through dashboards and regular reporting, ensuring data accuracy, transparency, and insight-driven decision making
- Translate performance data into corrective actions, improvement plans, and accountable ownership
- Track trends and leading indicators to proactively prevent service failures and recurring issues
- Present performance insights and recommendations clearly to senior management and governance forums
- Hold teams and stakeholders accountable for agreed actions and outcome
Experienece and Requirements:
- Bachelor's degree
- Management Training; PMP preferred
- Minimum 5 years experience out of which 3 years in a similar capacity
Essential Job Pre-Requisites:
- Solid track record in customer experience and complaint management, preferably within the automotive industry or other customer-intensive sectors in KSA or the Middle East
- Proven ability to manage complaint operations and CX teams, including escalations, sensitive cases, and service recovery
- Strong leadership and people management skills, with a high level of emotional intelligence and the ability to operate effectively under pressure
- Advanced problem-solving, conflict resolution, and decision-making skills, particularly in complex and high-risk customer situations
- Strong business acumen, with a results-driven, detail-oriented, and structured approach to customer advocacy
- In-depth understanding of customer journey management, complaint governance, SLAs, and service quality standards
- High-level communication, analytical, stakeholder management, and presentation skills, with the ability to engage confidently at executive level
- Strong proficiency in CRM / case management systems, reporting dashboards, and MS Office; experience with ERP, DMS, or digital customer platforms is an advantage
High level English and Arabic proficiency, spoken and written
