Customer Experience Manager

Customer Experience Manager **Company:** Khedemni **Location:** Muscat, Muscat Governorate, Oman **Area:** Al Asimah, Ruwi **Salary:** OMR 1,200 per month **Job Type:** Full\-time Job Overview Khedemni is seeking a customer\-focused and results\-driven **Customer Experience Manager** to lead initiatives that improve customer satisfaction, loyalty, and overall service quality. The successful candidate will analyze customer feedback, optimize service processes, manage customer\-facing teams, and work across departments to create a consistent and positive customer journey. Key Responsibilities * Develop and implement customer experience strategies aligned with business objectives. * Monitor customer satisfaction, retention, loyalty, and service\-quality performance. * Analyze customer feedback, surveys, reviews, complaints, and service data to identify improvement opportunities. * Map and evaluate customer journeys to identify service gaps and opportunities for optimization. * Establish customer experience standards, procedures, and performance indicators. * Lead and coach customer\-service and customer\-facing teams to deliver high\-quality experiences. * Develop training programs and service guidelines to improve employee performance and customer interactions. * Manage escalated customer complaints and ensure timely, professional resolution. * Collaborate with sales, marketing, operations, IT, and other departments to address customer needs. * Monitor service channels, including phone, email, social media, chat, and in\-person interactions. * Develop reports and dashboards covering customer satisfaction, response times, complaints, retention, and other key metrics. * Identify opportunities to improve processes, reduce customer effort, and increase service efficiency. * Support the implementation of CRM and customer\-feedback platforms. * Monitor industry trends and competitor customer\-service practices. * Develop customer loyalty and retention initiatives. * Present customer insights and recommendations to senior management. Qualifications * Bachelor’s degree in Business Administration, Marketing, Hospitality, Communications, or a related field. * Proven experience in customer experience, customer service, client relations, or service operations. * Strong understanding of customer journey mapping, satisfaction measurement, service improvement, and customer\-retention strategies. * Experience managing customer\-service teams and handling escalated customer issues. * Strong analytical and problem\-solving abilities with the ability to interpret customer data. * Excellent communication, leadership, negotiation, and interpersonal skills. * Familiarity with CRM systems, customer\-feedback platforms, and reporting tools. * Strong organizational skills and ability to manage multiple priorities. * Professional proficiency in English; Arabic language skills are an advantage. What We Offer * **OMR 1,200 monthly salary** * Full\-time employment in Muscat * Leadership opportunity within customer experience and service operations * Professional and collaborative working environment * Opportunities for career development and advancement * Opportunity to influence customer satisfaction and business performance How to Apply Interested candidates with relevant customer experience and service\-management expertise are encouraged to submit their CV highlighting their customer\-service achievements, leadership experience, analytical skills, and relevant professional qualifications. الراتب المدفوع: ﷼٠٫٠٠٠ لكل شهر موقع العمل: بشكل شخصي