Customer Experience Manager

Madar is a leading Saudi digital logistics platform, owned by Elm transforming transportation management across industries. It connects shippers, carriers, and logistics partners through a unified ecosystem that delivers visibility, efficiency, and automation. Madar enables seamless shipment execution, financial integration, and real-time tracking — redefining the future of logistics in the Kingdom and beyond. Role Overview: We are looking for a Customer Experience Manager to lead and enhance the end-to-end customer journey across our platform. This role is responsible for ensuring high levels of customer satisfaction, optimizing service processes, and driving continuous improvement initiatives to deliver a seamless and efficient customer experience. Key Responsibilities: • Manage and oversee project development from initiation to completion. • Coordinate cross-functional teams to ensure timely delivery of objectives. • Develop and implement strategies aligning with company goals. • Monitor project progress and provide regular updates to stakeholders. • Identify risks and develop mitigation plans to ensure project success. • Lead and manage the customer experience strategy across all touchpoints (onboarding, operations, support, and post-service follow-up). • Monitor and improve customer satisfaction metrics (CSAT, NPS, customer retention, complaints resolution time). • Oversee daily customer service operations and ensure timely and effective issue resolution. • Analyze customer feedback, complaints, and operational data to identify trends and improvement opportunities. • Collaborate with Operations, Sales, Product, and Tech teams to enhance service delivery and user experience. • Develop and implement SOPs and service standards to ensure consistency and quality. • Drive customer-centric culture across the organization through training and awareness initiatives. • Manage escalations and ensure proper handling of critical customer issues. • Prepare regular reports and dashboards on customer experience performance and KPIs. • Identify opportunities for automation and digital enhancements to improve customer journey.