Section Manager - Customer Service & Communication

Job PurposeTo support the Head of Sales and Marketing and the Manager of Sales and Revenue in implementing the company’s overall Customer Service Strategy and tactical initiatives in order to build a sustainable customer base, improve customer satisfaction, and collaborate with the training department to include customer interaction as a core element of training. The role also ensures that customer expectations are met. Correspond with customers through regular market surveys to ensure the company is meeting customer expectations and fully adhering to contractual obligations and performance targets. In accordance with the contract, be responsible for driving continuous improvement efforts focused on customer satisfaction, working collaboratively with all cross-functional teams. Develop a plan for ongoing direct customer engagement by designing targeted questionnaires that include both qualitative and quantitative analysis. Prepare meaningful insights from customer surveys (regular or periodic) for the relevant departments and senior management.Key ResponsibilitiesEnsure adherence to all internal standards and guidelines, as well as regulatory compliance. Conduct periodic reviews of work in progress and compile reports covering qualitative and quantitative insights. Report on project or assignment status to the Director of Sales & Marketing, including plans for next steps and any necessary corrective actions. Develop customer survey policies, standards, and procedures with measurable targets. Conduct quarterly customer satisfaction surveys in coordination with internal customer-facing staff and digital channels. Share the report with management, along with an action plan to improve customer satisfaction. Create and sustain positive engagement across departments, demonstrating high levels of motivation and strong team spirit. Promote effective communication across all levels within the company, including the distribution of internal communications and key management messages to all staff. Ensure that the necessary resources and tools are available for delivering quality customer satisfaction while meeting budget requirements. Create engagement-focused groups based on customer survey insights, ensuring that each group has measurable targets. Design and publish weekly and monthly progress dashboards. Analyze customer satisfaction ratings to identify immediate, short-term, and long-term improvement opportunities. Develop behavioral training programs in conjunction with department supervisors, based on individual training needs as recommended by the respective supervisors. Analyze key management information to assess how effectively customers are being served. Actively promote and manage continuous improvement in customer service standards across the company. Apply best practices to areas identified for improvement. Determine customer service requirements by maintaining contact with customers, visiting operational environments, conducting regular surveys, forming focus groups, and benchmarking best practices. Ensure that customer service survey forms and methodologies are regularly updated and approved. Incorporate inputs from all departments to derive actionable insights categorized as Low Risk, Medium Risk, or High Risk, along with suggested action plans developed in coordination with relevant departments. Regularly report on action plans, analyses, and to-do lists to department heads and respective departments. Commission or conduct appropriate market research, including analysis of other service providers, demographic and economic reviews, and examination of public trends. Ensure the systematic collection, review, and analysis of market information to identify tactics, market trends, new opportunities, and challenges. Assess the impact of new public trends on local conditions and identify customer behavioral trends that may affect the customer service experience. Identify opportunities to add value to the experience for customers, including exploring commercial synergies and partnerships. Undertake projects as assigned by the Head of Sales & Marketing from time to time.What We’re Looking For:- Saudi national- Bachelor’s degree in Marketing, Communications, Business Administration, or a related field- Minimum of 5 years of experience in a busy commercial customer service and customer experience environment- Significant experience in the public transportation or retail industry is highly preferred- Fluency in Arabic and proficiency in English- Excellent client-facing and communication skills- Ability to think strategically and provide effective leadership- Advanced troubleshooting and multitasking skills