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Director of Customer Experience

2 weeks ago

Manama, Manama, Bahrain Foregroundllc Full time 90,000 - 120,000 per year
Job Description:

Foreground is partnering with a well-established Bahraini retail and consumer services group to appoint a data-driven and emotionally intelligent Director of Customer Experience (CX). Based in Manama, this role will serve as the strategic lead for transforming the companys service delivery, loyalty, and customer satisfaction platforms across its diverse retail, service, and online channels.

Role Purpose

To build and lead a centralized customer experience function that aligns with the groups brand promise, commercial strategy, and digital ambitions delivering measurable impact in loyalty, satisfaction, and advocacy across all touchpoints.

Key Responsibilities

  • Design and lead the groups CX strategy, integrating digital and physical journeys, call center operations, after-sales service, and frontline interactions into a unified experience vision.
  • Develop CX principles, playbooks, and journey mapping frameworks to guide consistent delivery across brands and business units.
  • Implement and manage feedback ecosystems, including NPS, CSAT, and VoC platforms, with structured feedback loops and response protocols.
  • Lead cross-functional taskforces to redesign critical customer journeys and remove friction across pre-sale, sale, and post-sale interactions.
  • Oversee training and culture programs to embed customer-centricity across frontline and management layers.
  • Integrate CX KPIs into performance dashboards, incentive schemes, and operational review cycles.
  • Collaborate closely with marketing, digital, and operations teams to align CX with brand messaging, service standards, and loyalty initiatives.
  • Prepare and present regular updates to executive leadership, outlining CX performance, risks, and strategic opportunities.

Ideal Candidate Profile

  • 10 years of experience in customer experience, service design, or customer strategy roles, with at least 3 years in a leadership role overseeing multi-channel environments.
  • Strong track record in the retail, hospitality, or consumer services industries, particularly in the GCC.
  • Bachelors degree in Business, Marketing, or Customer Experience Design; certifications in CX, service design, or customer psychology preferred.
  • Experience implementing or managing customer feedback systems and analytics tools.
  • Proven ability to lead CX change programs in culturally diverse and decentralized organizations.

Preferred Skills & Traits

  • Empathetic and analytical, equally comfortable in data reviews and customer-facing conversations.
  • Process-driven with a creative eye for experience innovation.
  • Strong interpersonal and communication skills; capable of building internal coalitions across departments and seniority levels.
  • Fluent in English; Arabic proficiency preferred, especially for retail and customer-facing industries in Bahrain.
Required Skills:

Operations Messaging Business Units Service Delivery Customer Experience Arabic Communication Skills Reviews Psychology Retail Analytics Strategy Customer Satisfaction Design Marketing Business English Leadership Training Communication Management