Customer Experience & Growth Specialist

Job description / Role

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region's best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.

About the Role
We are seeking a dynamic and detail-oriented individual to join our team as a Customer Experience & Growth Specialist in Madinah, Saudi Arabia. This crucial role will drive customer engagement, foster partnerships, and spearhead growth initiatives while ensuring a seamless user experience that respects Madinah's spiritual and cultural significance.

Key Responsibilities

Madinah Market Leadership

- Oversee and coordinate all local activities in Madinah, focusing on serving visitors and residents respectfully.
- Represent the company at local events and industry gatherings, aligning with Madinah's status as a holy city.
- Develop and nurture partnerships with key stakeholders, including hotels catering to visitors, local authorities, and tourism organizations.

Growth & Demand Generation

- Implement and manage on-ground initiatives to drive demand and user acquisition, tailored to Madinah's visitors' needs.
- Design and execute local experiments (e.g., guided tours to historical sites, special services to enhance user experience.
- Identify and secure sponsorship opportunities with local and national businesses, ensuring alignment with cultural sensitivities.

Customer Communications & Experience

- Develop, review, and optimize all customer communications, ensuring they are clear, culturally appropriate, and effective.
- Regularly review and improve the Arabic content on the app, ensuring accuracy, cultural relevance, and ease of understanding.
- Conduct comprehensive reviews of the overall user journey, identifying and addressing pain points or areas for improvement.
- Monitor and respond to customer feedback, ensuring high satisfaction levels while addressing the unique needs of customers.
- Collaborate with the global team to address customer needs and suggestions, focusing on tourism requirements.

Operational Excellence

- Implement and manage systems to track and recover missing bikes, minimizing loss and ensuring service reliability.
- Track tickets and make sure issues are resolved.
- Develop and manage bike branding strategies that resonate with Careem's unique character.
- Create and oversee advertising campaigns for mobiframes, bikes and stations.

Market Intelligence & Reporting

- Gather and analyze local market data, customer insights, and operational metrics specific to Madinah.
- Conduct and analyze customer surveys and interviews to gather insights for product and service improvement.
- Prepare regular reports on market trends, visitor behavior, growth opportunities, and operational performance.
- Provide recommendations for service improvements and growth strategies based on local insights.

- Bachelor's degree in Business, Marketing, Tourism Management, or related field.
- 3+ years of experience in customer experience management, operations, or similar roles, preferably in Madinah or other religiously significant locations.
- Fluency in Arabic and English; additional languages common among pilgrims are a strong plus.
- Excellent written and verbal communication skills, with a keen eye for detail in content review and creation.
- Deep understanding of Islamic culture, Madinah's significance, and the needs of tourists.
- Strong analytical skills with experience in data-driven decision making.
- Proven ability to manage multiple projects and priorities in a fast-paced environment.
- Creative problem-solving skills and a proactive approach to improving user experience.

What We Offer

- Opportunity to shape the growth and user experience of a dynamic company in the holy city of Madinah.
- Collaborative work environment that values innovation, cultural sensitivity, and spiritual wareness.
- Competitive salary and benefits package aligned with local standards.
- Professional development and growth opportunities in the unique context of religious tourism and technology.

Join us in enhancing the experience of visitors to Madinah while building a respected and innovative service in this sacred city!

What we'll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:

- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.

About the Company

We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem

Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.