JOB PURPOSE
The Customer Experience Manager is responsible for building a solid, seamless customer journey process and driving retention strategies, from conceptualization to execution and analysis.
The CX Manager will provide strategic guidance to business, brand, and sales owners to maximize Customer Lifetime Value (CLV) across HOLDAL’s diverse portfolio
KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Strategy:
- Health Check: Conduct a full CRM & CX health check across existing touchpoints to identify gaps, pain points, and quick wins.
- Portfolio Adaptation: Tailor distinct CX journeys for Luxury (exclusive, personalized clienteling) vs. Mass / Para-Pharma (scalable, digital, and automated engagements).
- Conduct Market/Consumer Research for any strategic project outside the core business.
- Centralize Holdal clients’ databases, apply the cross-selling/upselling method in between databases, and reach the level of Data Labs.
- Partner with the Tech Hub team on backend data feeds, ERP integrations, and software maintenance, ensuring the CX Manager stays focused on front-end strategy, client relationships, and commercial growth.
- Champion the adoption of smart AI and Tech Hub tools to empower front-end CX Officers with automation, mystery shopping insights, and predictive analytics.
Campaigns:
- Support and validate campaign requests when needed, influence campaign design, and promote alternative methodologies to ensure better outreach and targeting.
- Support the business streams with authentic, customized, and unconventional campaigns.
- Analyze campaign/reports outcomes in coordination with the relevant commercial team, draw insights, and present clear and pragmatic recommendations.
- Enhance sales and customer journey by identifying clients as “Clients of HOLDAL Group”.
- Act as the preferred point of reference with all Cx internal and external partners.
- Monitor competition Cx campaigns to benchmark vs. our Group.
- Help in preparing in-store / corporate events i.e. invitations and attendance.
Customer Satisfaction & Front-End Operations
- Manage customer satisfaction surveys, NPS tracking, and front-end feedback mechanisms in close coordination with commercial teams.
- Oversee the mystery-shopping program with Retail leadership, translating findings into actionable training and customer journey enhancements.
- Oversee corporate customer service channels to ensure prompt, high-touch resolution of customer inquiries while driving long-term human connections.
- Advise on in-store and corporate events (invitations, VIP clienteling, attendance experience).
Commercial CX & Loyalty Growth
- Review current CRM and CX frameworks, mapping client touchpoints, partner applications, and processes in line with industry best practices.
- Manage the Retail Loyalty & Gift Cards Program, measure its performance, communicate key outcomes & recommend solutions to management.
- Centralize HOLDAL clients’ databases to establish Data Lab capabilities, facilitating compliant cross-selling and upselling opportunities across group brands.
- Manage and grow the Retail & Para-Pharma Loyalty and Gift Cards programs, evaluating performance and proposing 12-month commercial activity calendars.
- Benchmark competitor loyalty initiatives and CX trends to maintain HOLDAL’s competitive edge.
Team Management:
- Manage, coach, and motivate the CX team toward high performance and customer-centric excellence.
- Set clear KPIs, lead annual performance appraisals, and provide constructive feedback.
- Delegate responsibilities effectively and invest in career growth and succession planning within the team.
QUALIFICATIONS, EXPERIENCE & SKILLS
- Bachelor’s Degree in Business Administration, Marketing, or a related field.
- 8+ years of progressive experience in Customer Experience (CX), CRM, Loyalty, or Client Relationship Management, preferably across Luxury, Mass, or Retail sectors.
- Demonstrated track record in maximizing Customer Lifetime Value (CLV) and building tailored loyalty frameworks.
- Strong balance of high-touch clienteling strategy (Luxury) and automated/scalable operations (Mass/Para-Pharma).
- Data-driven mindset with solid commercial analysis and data lab skills.
- Familiarity with AI tools and modern Tech Hub platforms for automated analytics and mystery shopping.
- Excellent communication, leadership, and stakeholder management skills.
- Languages: Fluent in English and Arabic; French is a plus.
