About Glamera:

GLAMERA is a Tech Startup (SaaS and Payment), which is focusing on the beauty and lifestyle industry in the MENA region. By an All-in-one platform, Glamera SaaS helps beauty services providers such as barber shops, beauty salons, spas and gyms in reducing wasted products, booking process, managing their salons remotely and getting more users through marketing.

About the Role:

As a Customer Experience Manager at Glamera, you will be the driving force behind ensuring seamless customer journeys, enhancing satisfaction, and maximizing customer lifetime value. You will oversee customer onboarding, account activity, retention strategies, and work closely with internal teams to elevate the overall user experience. This role requires a mix of strategic thinking, data-driven decision-making, and a passion for customer success.

Key Responsibilities:

✅ Onboard Customers

- Lead the onboarding process by ensuring a smooth transition for new customers.

- Set customer expectations and ensure proper documentation for activation.

✅ Manage Account

- Monitor customer usage and ensure active engagement with the platform.

- Develop customer touchpoints to enhance experience and minimize churn.

- Identify inactive accounts and implement re-engagement strategies.

✅ Develop a Channel Plan & Handle Escalations

- Establish structured communication channels for customer inquiries.

- Manage escalations, ensuring timely resolution of customer issues.

- Work cross-functionally with internal teams to improve customer support efficiency.

✅ Drive Up-Selling & Cross-Selling Opportunities

- Identify opportunities for customers to maximize their platform benefits.

- Recommend additional features and services to increase customer value.

- Develop strategies to increase revenue through up-selling and cross-selling.

✅ Provide Customer Guidance & Strategic Support

- Act as a trusted advisor, ensuring customers achieve their business goals with Glamera.

- Conduct regular performance reviews and customer satisfaction assessments.

- Align platform capabilities with customer needs to drive long-term retention.

✅ Optimize Key Customer Experience Metrics

- Track and analyze key CX metrics such as:

• Customer Engagement Score (CEC) – Measure interaction and satisfaction levels.

• Lifetime Value (LTV) – Assess long-term customer profitability.

• Churn Rate – Identify and mitigate risks of customer drop-off.

• Retention Rate – Ensure long-term loyalty and customer satisfaction.

- Use insights from data to enhance customer journey and experience.

Requirements:

✔ Proven experience in customer experience, customer success, or account management roles.

✔ Strong understanding of SaaS & B2B industries, preferably within the Gulf region.

✔ Familiarity with analytical tools to measure CX metrics (CEC, LTV, churn rate, retention rate).

✔ Knowledge of Standard Operating Procedures (SOPs) in customer engagement and experience.

✔ Excellent problem-solving, communication, and leadership skills.

✔ Ability to strategize and implement data-driven customer retention solutions.

How to Join Glamera:

• Interested candidates can apply by sending their CV and cover letter to [hr@glamera.com]. Use the subject line: 'Customer Experience Manager - [Your Name]'. Alternatively, you can apply through our careers page on [https://springrecruit.com/applynow/Glamera6347]. We look forward to welcoming passionate individuals to our team!