A leading semi-government entity in Saudi Arabia's is looking for skilled professionals to join its growing team. Headquartered in Riyadh, the organization plays a strategic role in supporting national development initiatives and driving long-term impact across key sectors.
If you are looking for a meaningful career with an organization committed to sustainability, innovation, and industry excellence, this is your opportunity to be part of something impactful.
Apply now and be part of a future-focused organization shaping tomorrow's success.
Job Purpose:
The General Manager of Customer Experience will lead the development and execution of strategies and initiatives aimed at enhancing investment engagement and overall stakeholder experience. This role is responsible for supporting investors and government stakeholders, identifying opportunities for value-added services, and driving sustainable growth through the delivery of a world-class customer experience.
Key Accountabilities:
1. Customer Journey & Process Optimization
- Map and optimize the end-to-end investor journey, including interactions with government entities, to identify key touchpoints that enhance the overall customer experience.
- Design and implement strategies to streamline processes, reduce friction points, and ensure a consistent experience across all stages of the investor lifecycle.
- Define Customer Experience Service Level Agreements (SLAs) and monitor performance KPIs in coordination with the Planning & Performance team.
2. Customer Service Center Management
- Lead the Customer Service Center to ensure timely, accurate, and effective resolution of inquiries, concerns, and feedback.
- Oversee the proper triaging and routing of inquiries to relevant Level 1 and Level 2 support teams.
- Establish and enforce service standards that deliver a responsive and positive experience for investors, citizens, and government or legal entities.
3. Customer Engagement & Relationship Management
- Develop and execute proactive engagement strategies across multiple channels to strengthen relationships with investors and government stakeholders.
- Implement tailored communication and structured feedback mechanisms to support long-term engagement and retention.
- Act as the primary relationship owner for key investor accounts.
4. Account Management & Regulatory Interface
- Support investors throughout the licensing and application lifecycle, acting as the main interface between investors and relevant regulatory and compliance teams.
- Ensure the collection of required declarations, follow up on outstanding dues or penalties, and keep investors informed of compliance-related matters.
- Enhance investor awareness of regulatory requirements, policy updates, and application-specific guidelines.
Minimum Qualifications & Experience:
- Bachelor's degree in business administration, Marketing, Public Relations, or a related discipline is required.
- A master's degree preferably an MBA or an advanced qualification in Strategy or Customer Experience Managementis highly preferred.
- Minimum 14 years of experience in Customer Experience (CX), Account Management, or Business Development, with at least5 years in a senior leadership.
