Senior Customer Experience Program Manager

About Us

Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay, and bank. The company was founded by serial entrepreneur Abdulmajeed Alsukhan along with his partners Turki Bin Zarah and Abdulmohsen Al Babtain. Tamara operates out of its headquarters in Riyadh, Saudi Arabia, and has offices in the UAE, Egypt, Germany, and Vietnam. Our large, dedicated team of professionals continues to grow as we expand our reach and impact.

Serving millions of users and partnering with thousands of merchants, Tamara collaborates with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, H&M, and Farfetch, as well as local small and medium businesses. The company is backed by SNB Capital and Sanabil Investments, a wholly-owned company by the Public Investment Fund (PIF), Checkout.com, Coatue, Shorooq Partners, and Endeavor Catalyst, among others.

Your role

We're seeking a Customer Experience Program Manager for our Customer Experience team. As Customer Experience Program Manager, you will be crucial in 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. 

Drawing on your proficiency in leading and managing customer experience programs, performing customer research, you will be responsible for analyzing market trends, benchmarking, creating and updating program documentation, communication strategy, and progress updates for stakeholders to create unique experiences only Tamara can provide. 

With a proven track record of developing and implementing customer experience programs, good stakeholder management abilities and ultimately revolutionize the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges. 

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

Your 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 touch points 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 skills and ability to perform under pressure.
• Project/program management certification is a plus.
• Process excellence certification is a plus.

Join the revolution

Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated. 

We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.

All qualified individuals are encouraged to apply.