Job description
Role Overview
Technical Expert (SAP Hybris / SAP S/4 HANA Experienced) at Squadio, a global remote-first IT service provider headquartered in Riyadh, KSA.
Company Overview
Squadio is a global remote-first IT service provider headquartered in Riyadh, KSA with delivery centers in Egypt and KSA. Distributed teams are located in Tunisia, Egypt, KSA, Palestine, Nigeria, and India. Founded in 2011 in Riyadh, KSA as an app development company (previously Ibtikar Technologies), Squadio has pivoted to support startups and companies seeking to hire and manage their own engineering teams remotely with engineers vetted by Squadio's talent community.
Role Purpose
The role exists to enhance the overall experience of customers with the Marketplace platform before the implementation of new services through detailed analysis, feedback evaluation, and actionable customer experience strategies.
Key Responsibilities
Customer Segmentation & Analysis
- Develop detailed profiles of different customer segments, including demographics, behaviors, needs, and preferences.
- Analyze customer feedback collected through surveys, reviews, and other channels.
Reporting & Insights
- Produce reports highlighting key themes, trends, and areas for improvement based on customer feedback.
- Define and track key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
Strategy & Improvement
- Develop actionable plans for addressing identified issues and enhancing various aspects of customer experience.
- Design new or improved service experiences, including prototypes or pilot programs.
- Establish strategies and programs designed to enhance customer retention and build long-term loyalty.
- Document best practices and guidelines for delivering exceptional customer experiences.
Qualifications & Experience
- Proven experience with SAP Hybris.
- Proven experience with SAP S/4 HANA.
- Arabic language proficiency.
Additional Information
- 12-month renewable contract.
- Opportunity to work onsite with a reputable client in Riyadh, KSA.
- Individual medical insurance coverage provided.