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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