Customer Experience Program Manager

Customer Experience Program Manager

About Us

Tamara is the leading Buy Now, Pay Later provider in the MENA region. Our mission is to empower people to shop through an honest, transparent and inclusive financial solution. We provide a Buy Now, Pay Later solution for customers to pay with the ability to split their payments. The company operates out of its HQ in Saudi Arabia and has offices across the UAE, Germany and Vietnam. 

About the Role

In this role, you will be responsible for advocating for our customers by improving the customer journey touchpoints through the design and implementation of CX programs aligned to the objectives of the Customer Experience organization.

Responsibilities

• Lead and manage customer experience programs from planning to execution. This includes developing project plans, timelines, as well as ensuring project milestones and deliverables are met.
• Collaborate with internal teams including Ops managers, product, marketing, and BI to identify customer pain points, develop solutions, and implement improvements.
• Conduct customer research, market trends analysis, and benchmarking to inform project decision-making and strategy when needed
• Develop and maintain program documentation, communication plans, and status updates for stakeholders.
• Stay up-to-date on industry trends and best practices related to customer experience and program management.
• Develop and maintain customer journey maps that identify pain points, opportunities, and key touchpoints across the customer journey.

Your expertise

• Bachelor's degree in computer science, engineering or related field.
• 5+ years of experience in customer experience or related roles.
• Experience in developing and executing customer experience programs.
• Strong stakeholder management. 
• Customer obsession. 
• Strong stakeholder management skills and ability to perform under pressure
• Project/program management certification is a plus
• Process excellence certification is a plus