53 Customer Experience Manager jobs in Qatar
Customer Experience Engineering Manager
Posted today
Job Viewed
Job Description
The Customer Experience Engineering Manager for malomatia’s Contact Center plays a crucial role in optimizing customer interactions and ensuring seamless operations within the contact center environment. This role involves overseeing a team of engineers and consultants dedicated to enhancing customer experiences through technology, process improvements, and data analysis. The manager collaborates with various stakeholders, including customer service representatives, trainers, and business leaders, to implement strategies that improve customer satisfaction, efficiency, and overall performance.
**Key Responsibilities**:
Overall, the Customer Experience Engineering Manager for a Contact Center is responsible for driving continuous improvement in customer experiences through technology, process optimization, and collaboration across the organization. This role requires strong leadership, technical expertise, and a deep understanding of customer needs and preferences.
**Team Leadership**
- Lead, mentor, and develop a team of engineers responsible for designing, implementing, and maintaining systems and processes that impact customer interactions.
- Foster a collaborative and innovative team culture focused on delivering exceptional customer experiences.
- Provide guidance and support to team members, ensuring alignment with organizational goals and objectives.
**Technology Strategy and Implementation**:
- Evaluate existing contact center technologies and recommend enhancements or replacements as needed to improve efficiency and effectiveness.
- Work closely with IT teams to implement new technologies, integrations, and automation solutions that streamline processes and improve service delivery.
**Process Optimization**:
- Analyze customer interaction data, feedback, and performance metrics to identify areas for process improvement.
- Collaborate with cross-functional teams to design and implement process enhancements that optimize the customer journey and reduce friction points.
- Establish and monitor key performance indicators (KPIs) to track the effectiveness of process improvements and drive continuous optimization efforts.
**Customer Insights and Feedback**:
- Leverage customer feedback, surveys, and other sources of insight to understand customer needs, preferences, and pain points.
- Translate customer insights into actionable recommendations for improving service delivery, product offerings, and overall customer satisfaction.
- Champion a customer-centric mindset within the organization, ensuring that decisions are driven by a deep understanding of customer needs and expectations.
**Quality Assurance and Compliance**:
- Develop and implement quality assurance processes and standards to ensure consistent and high-quality customer interactions.
- Monitor and analyze customer interactions for compliance with company policies, industry regulations, and best practices.
- Collaborate with compliance and legal teams to ensure adherence to relevant regulations and standards governing customer communications and data privacy.
**Stakeholder Engagement and Communication**:
- Collaborate with internal stakeholders, including customer service teams, marketing, sales, and product development, to align customer experience initiatives with broader business objectives.
- Communicate regularly with senior leadership to provide updates on customer experience initiatives, progress, and performance metrics.
- Act as a liaison between technical teams and business stakeholders, translating technical concepts into business-friendly language and vice versa.
**Qualifications and Skills**:
- Bi-Lingual: Native Arabic Speakers
- Bachelor's degree in computer science, engineering, business administration, or a related field; a master's degree is preferred.
- Proven experience (typically 8+ years) in a leadership role within a contact center environment, with a focus on customer experience, technology, or operations.
- Strong technical background with expertise in contact center technologies, such as CRM systems, IVR platforms, call routing, workforce management, and customer feedback tools.
- Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate cross-functional teams.
- analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve customer experiences.
- Strong project management skills, with the ability to prioritize initiatives, manage resources, and deliver results within tight deadlines.
- Knowledge of industry best practices, standards, and regulations related to customer service, data privacy, and compliance.
Customer Experience Senior Manager - Personalization
Posted 17 days ago
Job Viewed
Job Description
Join to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
Customer Experience Senior Manager - PersonalizationJoin to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
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A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
Values We Live By
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
About The Team
Snoonu's Customer Experience Strategy & Operations team delivers transformative strategies that elevate experiences for customers, riders, and merchants. We use data, technology, and customer empathy to power seamless, personalized, and efficient journeys. We operate cross-functionally with Product, Data, Engineering, and Business teams to make Snoonu the most trusted and customer-centric platform in the market.
About The Role
We are looking for a CX Senior Manager to lead the Segmentation & Personalization strategy for Snoonu's Customer Experience function. You will design and scale frameworks that enable us to deeply understand our customers, personalize their journeys, and optimize CX operations based on behavioral and value-based segments. This is a highly strategic role for a data-savvy and customer-obsessed leader with experience building segmentation engines, lifecycle strategies, and targeted interventions across channels.
What You'll Do
Customer Segmentation Strategy
- Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
- Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
- Partner with Data & Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.
- Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
- Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
- Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.
- Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
- Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
- Measure and optimize campaign performance using rigorous data analysis and experimentation.
- Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
- Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.
- Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
- Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.
- 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
- 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
- Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
- Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
- Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
- Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
- Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
- Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
- Outstanding communication, storytelling, and stakeholder influence skills.
- Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.
- Experience in a high-growth marketplace, delivery, or subscription-based platform.
- Background in customer journey mapping and VoC (Voice of Customer) analysis.
- Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Other
- Industries Software Development
Referrals increase your chances of interviewing at Snoonu by 2x
Sign in to set job alerts for "Customer Experience Manager" roles. Senior Manager, Customer Experience Compensation Guest Experience Expert (Front Desk Agent) Senior Manager - Customer Experience Automation (Rider & Merchant) QNB3413 - Officer Customer Care Call Center (Qatarization) QNB3404 - Officer Corporate Customer Service (Qatarization) QNB3403 - Officer Corporate Customer Service (Qatarization) Officer Card Center Customer Service (Qatarization) Reservations Executive - Doha Education City QNB3355 - Senior Officer QNB First Customer Service (Qatarization) Recruitment Event in Kathmandu, Nepal Customer Service Agent Qatar Airways Group Amazon Jobs: Discover 9 Exciting Opportunities Awaiting You! QNB3327 - Senior Officer QNB First Customer Service (Qatarization) Customer Service Executive - Female (Arabic Nationality Only)We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Customer Experience Senior Manager - Personalization
Posted 1 day ago
Job Viewed
Job Description
Join to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
Customer Experience Senior Manager - PersonalizationJoin to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
Get AI-powered advice on this job and more exclusive features.
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
Values We Live By
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
About The Team
Snoonu’s Customer Experience Strategy & Operations team delivers transformative strategies that elevate experiences for customers, riders, and merchants. We use data, technology, and customer empathy to power seamless, personalized, and efficient journeys. We operate cross-functionally with Product, Data, Engineering, and Business teams to make Snoonu the most trusted and customer-centric platform in the market.
About The Role
We are looking for a CX Senior Manager to lead the Segmentation & Personalization strategy for Snoonu’s Customer Experience function. You will design and scale frameworks that enable us to deeply understand our customers, personalize their journeys, and optimize CX operations based on behavioral and value-based segments. This is a highly strategic role for a data-savvy and customer-obsessed leader with experience building segmentation engines, lifecycle strategies, and targeted interventions across channels.
What You’ll Do
Customer Segmentation Strategy
- Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
- Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
- Partner with Data & Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.
- Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
- Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
- Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.
- Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
- Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
- Measure and optimize campaign performance using rigorous data analysis and experimentation.
- Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
- Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.
- Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
- Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.
- 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
- 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
- Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
- Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
- Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
- Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
- Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
- Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
- Outstanding communication, storytelling, and stakeholder influence skills.
- Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.
- Experience in a high-growth marketplace, delivery, or subscription-based platform.
- Background in customer journey mapping and VoC (Voice of Customer) analysis.
- Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Other
- Industries Software Development
Referrals increase your chances of interviewing at Snoonu by 2x
Sign in to set job alerts for “Customer Experience Manager” roles. Senior Manager, Customer Experience Compensation Guest Experience Expert (Front Desk Agent) Senior Manager – Customer Experience Automation (Rider & Merchant) QNB3413 - Officer Customer Care Call Center (Qatarization) QNB3404 - Officer Corporate Customer Service (Qatarization) QNB3403 - Officer Corporate Customer Service (Qatarization) Officer Card Center Customer Service (Qatarization) Reservations Executive - Doha Education City QNB3355 - Senior Officer QNB First Customer Service (Qatarization) Recruitment Event in Kathmandu, Nepal | Customer Service Agent | Qatar Airways Group Amazon Jobs: Discover 9 Exciting Opportunities Awaiting You! QNB3327 - Senior Officer QNB First Customer Service (Qatarization) Customer Service Executive – Female (Arabic Nationality Only)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrCustomer Experience - Lounges Terminal Manager
Posted today
Job Viewed
Job Description
Responsible for all commercial elements of lounges, including customer experience, lounge opportunity evaluation, membership pricing/strategy, access policies, product strategy and food & beverage strategy. Also, responsible for overseeing daily operations in all HIA QR Lounges, ensuring standards and procedures are followed, a safe work environment is maintained, and company values are achieved by all staff. Manage a team of associates to deliver the senior management vison and strategy that aligns with the company's vision. Ensure effective coordination with internal and external airport agencies and authorities to assure delivery of highest standard of services.
**Specific responsibilities for the role include**:
- To develop new and innovative projects by regularly analysing customer feedback and review product quality and standards.
- To ensure that all approved enhancements and departmental training needs concerning Lounge infrastructure, facilities, training and skill development of staff and service delivery standard, are to be achieved within the laid down time under budgetary allocation.
- Manage lounge operations, along with ensuring that product and services offered to the customers are reviewed as per Standard Operating Procedures (SOPs).
- Constantly plan and review the laid down procedure/processes for achieving departmental and company targets by developing the required skills in time bound manner. Assists the Line Manager in developing policies and procedures to enhance and ensure strict quality procedures are followed, continually update written policies and procedures to reflect state-of-the-art techniques, equipment and terminology within specified areas of the lounges.
- Support on operational/administrative issues with the Manager HIA Lounges in order to enhance standard of productivity and service deliveries matching Qatar Airways' 5 star standards.
- Investigate and conclude the incident or accident report in most judicious manner and compile a report as laid down under group directives.
- Manage crisis management program in the event of incident or accident and be fully familiar with the local emergency response plan and report to Manager HIA Lounges on irregular lounge operations, in a timely manner to ensure operations are running smoothly.
- Constantly strive to upgrade the product and services quality to uplift the existing product
- Establish standard controls that assure a high level of quality control and consistency to mainly develop and implement processes within lounges for new services and service standards.
**Be part of an extraordinary story**
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
**Qualifications**:
**About you**
- Relevant College or University qualification to min Bachelor's level with a minimum of 7 years of job-related experience in a Luxury hotel / Airport Lounges or similar establishment.
- Human Resource and Financial management skills, and ability to coach, train and develop skills among team members.
- Previous Front Office / Food and Beverage Managerial experience in a 5-star environment within the GCC will be an added benefit.
**About Qatar Airways Group**
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
**How to apply**:
Senior Manager, Customer Experience Compensation
Posted today
Job Viewed
Job Description
Join to apply for the Senior Manager, Customer Experience Compensation role at Greenfix Property Care
Senior Manager, Customer Experience CompensationJoin to apply for the Senior Manager, Customer Experience Compensation role at Greenfix Property Care
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
About
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
Values We Live By
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
At Snoonu, the Customer Experience Strategy & Operations team drives scalable, cross-functional initiatives to enhance customer, rider, and merchant experiences. We're laser-focused on optimizing outcomes and satisfaction while maintaining operational excellence. We work across product, support, operations, and business teams to build trust and integrity into every touchpoint of the customer journey.
About The Role
We're seeking a CX Manager to lead strategy and operations in Compensation, Fraud & Abuse Prevention, and Merchant Accountability. In this high-impact role, you'll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.
What You'll Do
Compensation Strategy & Governance
- Design, implement, and continuously optimize Snoonu's customer and merchant compensation policies.
- Ensure compensation guidelines are scalable, fair, data-informed, and aligned with business goals.
- Monitor trends in support compensation and develop controls to reduce unnecessary payouts.
- Partner with Data, Product, and Support teams to detect, investigate, and mitigate fraudulent activity across customers, riders, and merchants.
- Build and maintain rule-based and machine learning-supported frameworks to identify abuse patterns.
- Develop response protocols and dashboards to monitor abuse KPIs and operational triggers in real time.
- Define and enforce merchant accountability frameworks to improve reliability, order quality, and compliance.
- Collaborate with Commercial, Legal, and Operations teams to design fair escalation and penalty systems.
- Implement scorecards and audits to measure and incentivize merchant performance.
- Serve as the voice of integrity in decision-making forums involving product, policy, or customer-facing workflows.
- Lead cross-functional working groups to operationalize fraud risk, accountability policies, and compensation processes.
- Ensure alignment with legal, regulatory, and ethical standards.
- Use SQL and BI tools to identify risks, measure impact, and drive continuous improvements.
- Conduct root-cause analyses and A/B tests on compensation and fraud interventions.
- Build frameworks for evaluating fairness, financial impact, and CX outcomes of your programs.
- 7+ years of experience in strategy, risk, operations, or policy roles in fast-paced, customer-facing organizations.
- 3+ years of experience directly managing compensation strategies, fraud prevention, or abuse mitigation workflows.
- Strong understanding of platform trust & safety, policy enforcement, and accountability frameworks.
- Proficiency in SQL and comfort working with large data sets to drive decision-making.
- Experience working with CX and case management platforms (e.g., Zendesk, Salesforce).
- Strong analytical, communication, and stakeholder management skills.
- A customer-obsessed mindset with a pragmatic approach to risk and scalability.
- Experience in marketplace, e-commerce, or last-mile logistics environments.
- Exposure to fraud detection systems, risk scoring, or compliance policy design.
- Familiarity with financial compensation models and customer satisfaction metrics (e.g., CSAT, NPS).
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Other
- Industries Household Services
Referrals increase your chances of interviewing at Greenfix Property Care by 2x
Get notified about new Customer Experience Manager jobs in Qatar .
Manager Customer Service and Accessibility Customer Experience Senior Manager - Personalization Manager Customer Service and Accessibility Senior Manager, Customer Experience Compensation Manager Customer Service and Accessibility Senior Manager - Customer Experience Automation (Rider & Merchant) QNB3324 - Senior Officer Customer Services (Qatarization) Customer Success Account Manager (CSAM) Manager Senior Service Excellence Delivery Agent QNB3403 - Officer Corporate Customer Service (Qatarization) Senior Service Excellence Delivery Agent B2b Customer Service Representative (6 months contract) QNB3327 - Senior Officer QNB First Customer Service (Qatarization) Guest Experience Expert (Front Desk Agent) Recruitment Event in Kathmandu, Nepal Customer Service Agent Qatar Airways Group Guest Experience Expert (Front Desk Agent) Reservations Executive - Doha Education City Recruitment Event in Kathmandu, Nepal Customer Service Agent Qatar Airways GroupWe're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Senior Manager, Customer Experience Compensation
Posted today
Job Viewed
Job Description
Join to apply for the Senior Manager, Customer Experience Compensation role at Greenfix Property Care
Senior Manager, Customer Experience CompensationJoin to apply for the Senior Manager, Customer Experience Compensation role at Greenfix Property Care
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
About
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
Values We Live By
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
At Snoonu, the Customer Experience Strategy & Operations team drives scalable, cross-functional initiatives to enhance customer, rider, and merchant experiences. We're laser-focused on optimizing outcomes and satisfaction while maintaining operational excellence. We work across product, support, operations, and business teams to build trust and integrity into every touchpoint of the customer journey.
About The Role
We’re seeking a CX Manager to lead strategy and operations in Compensation, Fraud & Abuse Prevention, and Merchant Accountability. In this high-impact role, you’ll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.
What You’ll Do
Compensation Strategy & Governance
- Design, implement, and continuously optimize Snoonu’s customer and merchant compensation policies.
- Ensure compensation guidelines are scalable, fair, data-informed, and aligned with business goals.
- Monitor trends in support compensation and develop controls to reduce unnecessary payouts.
- Partner with Data, Product, and Support teams to detect, investigate, and mitigate fraudulent activity across customers, riders, and merchants.
- Build and maintain rule-based and machine learning-supported frameworks to identify abuse patterns.
- Develop response protocols and dashboards to monitor abuse KPIs and operational triggers in real time.
- Define and enforce merchant accountability frameworks to improve reliability, order quality, and compliance.
- Collaborate with Commercial, Legal, and Operations teams to design fair escalation and penalty systems.
- Implement scorecards and audits to measure and incentivize merchant performance.
- Serve as the voice of integrity in decision-making forums involving product, policy, or customer-facing workflows.
- Lead cross-functional working groups to operationalize fraud risk, accountability policies, and compensation processes.
- Ensure alignment with legal, regulatory, and ethical standards.
- Use SQL and BI tools to identify risks, measure impact, and drive continuous improvements.
- Conduct root-cause analyses and A/B tests on compensation and fraud interventions.
- Build frameworks for evaluating fairness, financial impact, and CX outcomes of your programs.
- 7+ years of experience in strategy, risk, operations, or policy roles in fast-paced, customer-facing organizations.
- 3+ years of experience directly managing compensation strategies, fraud prevention, or abuse mitigation workflows.
- Strong understanding of platform trust & safety, policy enforcement, and accountability frameworks.
- Proficiency in SQL and comfort working with large data sets to drive decision-making.
- Experience working with CX and case management platforms (e.g., Zendesk, Salesforce).
- Strong analytical, communication, and stakeholder management skills.
- A customer-obsessed mindset with a pragmatic approach to risk and scalability.
- Experience in marketplace, e-commerce, or last-mile logistics environments.
- Exposure to fraud detection systems, risk scoring, or compliance policy design.
- Familiarity with financial compensation models and customer satisfaction metrics (e.g., CSAT, NPS).
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Other
- Industries Household Services
Referrals increase your chances of interviewing at Greenfix Property Care by 2x
Get notified about new Customer Experience Manager jobs in Qatar .
Manager Customer Service and Accessibility Customer Experience Senior Manager - Personalization Manager Customer Service and Accessibility Senior Manager, Customer Experience Compensation Manager Customer Service and Accessibility Senior Manager – Customer Experience Automation (Rider & Merchant) QNB3324 - Senior Officer Customer Services (Qatarization) Customer Success Account Manager (CSAM) Manager Senior Service Excellence Delivery Agent QNB3403 - Officer Corporate Customer Service (Qatarization) Senior Service Excellence Delivery Agent B2b Customer Service Representative (6 months contract) QNB3327 - Senior Officer QNB First Customer Service (Qatarization) Guest Experience Expert (Front Desk Agent) Recruitment Event in Kathmandu, Nepal | Customer Service Agent | Qatar Airways Group Guest Experience Expert (Front Desk Agent) Reservations Executive - Doha Education City Recruitment Event in Kathmandu, Nepal | Customer Service Agent | Qatar Airways GroupWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrCustomer Experience - Hia Lounges SPA Manager
Posted today
Job Viewed
Job Description
You will be responsible for managing day-to-day operations of the Al Safwa Spa within HIA Lounges, to deliver excellent guest service experience. You will manage staff, oversee facility maintenance and contribute in maximizing the revenue and achieve the departent's annual budget and be accountable for maintaining and operating within financial targets. In addition, you will interact directly with customers to resolve issues and ensure satisfaction with recreation services and personnel
Your specific responsibilities will include and not limited to the following:
- Manage the daily operations in order to fulfil the Spa's defined business plan whilst driving positive customer experience
- Support the manager in managing effective and successful sales and pricing strategies
- Ensure that the set-up of the Spa and additional facilities is correct at all times, and well presented
- Control and supervise all Employees that is responsible for and ensure all relevant information is communicated to them promptly and efficiently
- Adhere to all legal and statutory requirements
- Contribute to sales activities and assist in maximizing revenue within all areas for the Spa, by looking for new business leads and partnerships
- Maintain concise records of all recreation items such as towels, furniture, in order to ensure the facility is able to function seamlessly, and the guest experience is maintained
- Develop and maintain professional, safe and effective procedures in direct relation to the equipment, with the aim to ensure the facility and equipment is maintained and equipment is used as directed, this is to ensure the longevity of the equipment, and the safety of the guests
- Supervise clearing and maintenance ensuring clearing standards are always met and equipment is always in good working order
- Seek and encourage new ideas for increasing revenues within the business by staying up to date with market trends, gaps in the market offering, and gaps within HIA’Lounges' offering
- Monitor, respond to and action guest feedback as appropriate. To be completed by reviewing all guests feedback in relation to assigned area, and if required, ensuring corrective measures are implemented, guests are contacted and follow up is provided. Further using this feedback, work towards continued growth in the overall guest satisfaction rating for the area by identifying areas where we are potentially underperforming
- Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment. Comply with the hotel environmental, health and safety policies and procedures
- Perform other department duties related to his/her position as directed by the Head of the Department
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
**Qualifications**:
About you
You will possess
- High School Qualification / Vocational Qualification / Relevant Diploma or Equivalent with minimum 5 years of job-related experience Or Bachelor’s Degree or Equivalent in Hotel/Hospitality Management degree, diploma or equivalent with minimum 4 years of job-related experience
- Strong command of 5-star Spa Operations and Procedures
- Managerial or Supervisory Experience in a Luxury Hospitality environment is preferred.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
How to apply
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Customer Experience - Hia Lounges SPA Manager
Posted today
Job Viewed
Job Description
You will be responsible for managing day-to-day operations of the Al Safwa Spa within HIA Lounges, to deliver excellent guest service experience. You will manage staff, oversee facility maintenance and contribute in maximizing the revenue and achieve the departent's annual budget and be accountable for maintaining and operating within financial targets. In addition, you will interact directly with customers to resolve issues and ensure satisfaction with recreation services and personnel
Your specific responsibilities will include and not limited to the following:
- Manage the daily operations in order to fulfil the Spa's defined business plan whilst driving positive customer experience
- Support the manager in managing effective and successful sales and pricing strategies
- Ensure that the set-up of the Spa and additional facilities is correct at all times, and well presented
- Control and supervise all Employees that is responsible for and ensure all relevant information is communicated to them promptly and efficiently
- Adhere to all legal and statutory requirements
- Contribute to sales activities and assist in maximizing revenue within all areas for the Spa, by looking for new business leads and partnerships
- Maintain concise records of all recreation items such as towels, furniture, in order to ensure the facility is able to function seamlessly, and the guest experience is maintained
- Develop and maintain professional, safe and effective procedures in direct relation to the equipment, with the aim to ensure the facility and equipment is maintained and equipment is used as directed, this is to ensure the longevity of the equipment, and the safety of the guests
- Supervise clearing and maintenance ensuring clearing standards are always met and equipment is always in good working order
- Seek and encourage new ideas for increasing revenues within the business by staying up to date with market trends, gaps in the market offering, and gaps within HIA’Lounges' offering
- Monitor, respond to and action guest feedback as appropriate. To be completed by reviewing all guests feedback in relation to assigned area, and if required, ensuring corrective measures are implemented, guests are contacted and follow up is provided. Further using this feedback, work towards continued growth in the overall guest satisfaction rating for the area by identifying areas where we are potentially underperforming
- Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment. Comply with the hotel environmental, health and safety policies and procedures
- Perform other department duties related to his/her position as directed by the Head of the Department
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
**Qualifications**:
About you
You will possess
- High School Qualification / Vocational Qualification / Relevant Diploma or Equivalent with minimum 5 years of job-related experience Or Bachelor’s Degree or Equivalent in Hotel/Hospitality Management degree, diploma or equivalent with minimum 4 years of job-related experience
- Strong command of 5-star Spa Operations and Procedures
- Managerial or Supervisory Experience in a Luxury Hospitality environment is preferred.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
How to apply
Senior Manager - Customer Experience Automation (Rider & Merchant)
Posted 17 days ago
Job Viewed
Job Description
A Little Bit About Us:
At Snoonu , we believe that technology has the power to make anything possible. Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities. Values We Live By:
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
The Customer Experience Strategy & Operations team at Snoonu is responsible for designing and implementing initiatives that enhance customer, rider, and merchant experiences across all touchpoints. We are relentless in improving operational excellence, customer outcomes, and scalable satisfaction. Our team collaborates closely with product, engineering, support, and business units to make Snoonu the most trusted brand in the market.
About the Role:
We are looking for a CX Automation Manager to lead our Rider & Merchant Automation initiatives within the broader CX strategy. This individual will define and execute automation strategies that improve operational efficiency, reduce manual dependencies, and enhance the service experiences for our riders and merchants. The ideal candidate combines a customer-first mindset with technical fluency and a track record of scaling operational processes through automation and AI.
What You'll Do:
Lead Automation Strategy for Rider & Merchant CX
- Design and implement automation initiatives that enhance the support experience for riders and merchants.
- Identify pain points and operational inefficiencies to drive self-service and intelligent automation solutions.
Scale Operational Excellence
- Improve SLAs, issue resolution time, and satisfaction scores for rider and merchant support channels.
- Develop and standardize SOPs, workflows, and KPIs for automation effectiveness and quality assurance.
Collaborate Cross-Functionally
- Partner with Product, Engineering, Data, and Support teams to deploy scalable solutions, such as chatbots, process automation, and AI-based tools.
- Align automation initiatives with broader company goals and customer-centric values.
Use Data to Drive Impact
- Leverage analytics, SQL, and VOC data to identify automation opportunities and evaluate ROI.
- Design dashboards, experiments, and reports that guide continuous improvement.
Support Strategic CX Projects
- Contribute to Voice of the Customer (VoC) initiatives, rider/merchant journey mapping, and feedback loops.
- Assist in identifying churn drivers and working with internal teams to enhance retention.
Team Development
- Manage and mentor a small team or cross-functional task force focused on automation programs.
- Foster a culture of continuous learning, experimentation, and operational excellence.
We're Excited About You Because You Have
- 7+ years of experience in customer experience, operations, or strategy within tech, logistics, or marketplaces.
- 3+ years of experience in automation strategy, process reengineering, or support tech implementation (e.g., chatbots, self-service, workflow automation).
- Proven success in improving operational KPIs through automation in rider, merchant, or customer-facing environments.
- Hands-on experience working with CX platforms (e.g., Zendesk, Salesforce), automation tools, or low-code platforms.
- Proficiency in data analysis (SQL, Excel, BI tools) to inform and evaluate automation initiatives.
- Strong project management and stakeholder collaboration skills.
- Ability to thrive in a fast-paced, ambiguous, and cross-functional environment.
- Passion for improving user journeys with a customer-first mindset.
Preferred Qualifications:
- Experience in gig-economy, delivery, or logistics platforms.
- Familiarity with merchant/rider experience operations and performance metrics.
- Exposure to fraud detection workflows or process design is a plus.
Senior Manager – Customer Experience Automation (Rider & Merchant)
Posted 1 day ago
Job Viewed
Job Description
A Little Bit About Us:
At Snoonu , we believe that technology has the power to make anything possible. Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities. Values We Live By:
Be Customer Obsessed: Focus on the customer and all else will follow.
Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
Be Curious and Creative: We constantly innovate and create solutions to bring a lasting positive impact.
Lead by Example and Take Ownership: Be the change you want to see and take ownership.
Work Smart and Deliver Results: You can do more by doing less, better, and faster.
It's All About People: Be a team player; together, we are stronger.
The Customer Experience Strategy & Operations team at Snoonu is responsible for designing and implementing initiatives that enhance customer, rider, and merchant experiences across all touchpoints. We are relentless in improving operational excellence, customer outcomes, and scalable satisfaction. Our team collaborates closely with product, engineering, support, and business units to make Snoonu the most trusted brand in the market.
About the Role:
We are looking for a CX Automation Manager to lead our Rider & Merchant Automation initiatives within the broader CX strategy. This individual will define and execute automation strategies that improve operational efficiency, reduce manual dependencies, and enhance the service experiences for our riders and merchants. The ideal candidate combines a customer-first mindset with technical fluency and a track record of scaling operational processes through automation and AI.
What You’ll Do:
Lead Automation Strategy for Rider & Merchant CX
- Design and implement automation initiatives that enhance the support experience for riders and merchants.
- Identify pain points and operational inefficiencies to drive self-service and intelligent automation solutions.
Scale Operational Excellence
- Improve SLAs, issue resolution time, and satisfaction scores for rider and merchant support channels.
- Develop and standardize SOPs, workflows, and KPIs for automation effectiveness and quality assurance.
Collaborate Cross-Functionally
- Partner with Product, Engineering, Data, and Support teams to deploy scalable solutions, such as chatbots, process automation, and AI-based tools.
- Align automation initiatives with broader company goals and customer-centric values.
Use Data to Drive Impact
- Leverage analytics, SQL, and VOC data to identify automation opportunities and evaluate ROI.
- Design dashboards, experiments, and reports that guide continuous improvement.
Support Strategic CX Projects
- Contribute to Voice of the Customer (VoC) initiatives, rider/merchant journey mapping, and feedback loops.
- Assist in identifying churn drivers and working with internal teams to enhance retention.
Team Development
- Manage and mentor a small team or cross-functional task force focused on automation programs.
- Foster a culture of continuous learning, experimentation, and operational excellence.
We’re Excited About You Because You Have…
- 7+ years of experience in customer experience, operations, or strategy within tech, logistics, or marketplaces.
- 3+ years of experience in automation strategy, process reengineering, or support tech implementation (e.g., chatbots, self-service, workflow automation).
- Proven success in improving operational KPIs through automation in rider, merchant, or customer-facing environments.
- Hands-on experience working with CX platforms (e.g., Zendesk, Salesforce), automation tools, or low-code platforms.
- Proficiency in data analysis (SQL, Excel, BI tools) to inform and evaluate automation initiatives.
- Strong project management and stakeholder collaboration skills.
- Ability to thrive in a fast-paced, ambiguous, and cross-functional environment.
- Passion for improving user journeys with a customer-first mindset.
Preferred Qualifications:
- Experience in gig-economy, delivery, or logistics platforms.
- Familiarity with merchant/rider experience operations and performance metrics.
- Exposure to fraud detection workflows or process design is a plus.