# Customer Experience Manager

> Madar · Riyadh, Saudi Arabia · Full-time · Posted 2026-04-22

**Workplace:** on_site

**Department:** Business Operation

## Description

**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.

## Requirements

-   Bachelor’s degree in business administration, Marketing, or related field.

-   5+ years of experience in Customer Experience, Customer Service, or Operations (preferably in logistics, marketplace, or tech platforms).

-   Strong understanding of customer journey mapping and CX best practices.

-   Experience working with CRM systems and customer support tools.

-   Strong analytical skills with ability to interpret data and drive insights.

-   Excellent communication and stakeholder management skills.

-   Ability to work cross-functionally and influence different teams.

-   Fluency in Arabic and English.

## Apply

[Apply at Madar](https://apply.workable.com/madarplatform/j/5DA7521F3A/apply)

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