Customer Intelligence & Service Excellence Manager

About the Role

An established organization is seeking a seasoned Customer Intelligence & Service Excellence Manager to shape and lead customer experience programs across multiple locations. This position focuses on turning customer feedback into practical improvements, strengthening service quality, and setting high standards for customer care throughout the business.

Key Responsibilities

• Own and develop the Voice of Customer program along with the broader customer feedback approach.
• Review customer feedback, sentiment, complaints, and insight trends to identify opportunities for business improvement.
• Create and refine customer care workflows, service recovery steps, and escalation paths.
• Track and improve customer experience measures such as NPS, CSAT, complaint handling, and overall service results.
• Work closely with Operations, Marketing, Digital, HR, and other teams to improve the end-to-end customer journey.
• Manage customer care teams and encourage a service-focused mindset across the organization.
• Develop leadership-ready reports with clear recommendations and follow-up actions.

Requirements

• At least 5 years of professional experience in Customer Experience, Customer Intelligence, Service Excellence, Voice of Customer, or Customer Care.
• Minimum 3 years of experience managing teams.
• Strong understanding of customer insights, process enhancement, and service quality improvement.
• Hands-on experience using CRM systems and customer feedback platforms.
• Excellent analytical ability, communication skills, and stakeholder coordination.
• Bachelor’s degree in Business Administration, Marketing, Communications, or a closely related discipline.

Additional Information

This is a full-time onsite role based in Riyadh, Saudi Arabia. The organization is looking for a professional who can lead customer-centric change across a multi-location environment and help build consistent service excellence standards.