Lucid is the new generation of EV. Our relentless focus on innovation, luxury, and sustainability drives us into a reality where you no longer have to choose between doing great things, doing the right thing, and doing everything with the highest regard for efficiency and design. There were luxury cars, then EVs, now there’s Lucid.
Leading the future in luxury electric and mobility
At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.
We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.
Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.
The Program Manager CX (Customer Experience) will be responsible to track, design and implement processes and solutions to improve customer satisfaction and loyalty for Lucid Middle East. This role will focus on all customer touch points business and benchmark the CX journey to help the organization provide best-in-class luxury experience.
At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.
To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.
Responsibilities:
Support the execution of the client experience strategy and identify opportunities for improvement with a 360 view to ensure values and standards are upheld.Identify the key KPI’s that need to be tracked across the organization that leading indicators of customer satisfaction and share actionable learnings with relevant departments.Be the Voice of the Customer and Voice of the Market to improve our customer experience..Point of escalation for critical customer complaints.Helping design processes and interactions for every customer touch point to provide a truly luxurious experience for customers.In partnership with various departments, support the execution of individualized client experience journeys to ensure seamless and memorable experiences fostering brand loyalty.Communicate regularly on Lucid strategies and knowledge, client experience best practices, local/global competitive landscape, and industry news.Ability to demonstrate and coach elevated client experience behaviors.Lead by example in all client interactions.Demonstrate strong knowledge of EIP, VIP and High Potential clients.Demonstrate storytelling skills of technology and history behind our products.Plan, curate, and execute plans for exceptional client experiences to build long term relationships.Identify client development gaps; create solutions and strategies to execute.Ability to resolve and/or de-escalate complex client challenges independently.Develop business acumen that assesses and strategizes effectively based on data and local market intelligence.Share client insights, identify areas of opportunity, and provide feedback for continuous improvement to regional leadership.Communicate process improvements or adjustments to the broader team in partnership with leadership team.Proactively engage with management as necessary to escalate client feedback, share resolutions, and follow up.Develop fundamental brand knowledge to convey Lucid heritage, technology and values.Participate in networking activities including client events.Maintain knowledge of local attractions or events as well as connection to community.Remain aware and keep current of competitor landscape, ensure Lucid service remains competitive and unique with the highest degree of excellence.Inspire and engage team members by connecting them to the bigger picture of business strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture .Provide guidance on training, development, and motivate teams that are customer facing; show proactive leadership by facilitating idea generation and creative problem solving.Collecting customer data and feedback.Product related feedback/requests.Prepare and analyze reporting and tools that provide qualitative analysis for business development.This role will be based in Riyadh but covering the whole Middle East region .Qualifications
4 – 6 years of proven business experience in a Customer Experience role or equivalent position.Client Service experience in a luxury environment.Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.Knowledge of luxury retail operations.Expertise in project design, communication skills, driving for results and managing changes.BA/BS degree or equivalent practical experience.Excellent knowledge and recognition of industry customer experience benchmarks.Recognize the need for teamwork and cross-organizational collaboration.Outstanding written, verbal, and presentation skills in order to deliver professional and logical presentations.Effectively handle multiple priorities in an efficient manner to meet customer demands. Proficient in Microsoft Platforms (e.g., Excel, Word, PowerPoint, Outlook)Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.Experience in eCommerce or marketplace platforms is a plus.Passion for exceeding clients’ expectations in all interactions.Impeccable standards of service and experience interacting with a luxury clientele.Proactivity in taking care of customers in a calm, professional, and polite manner.Solid understanding of client-facing business operations .Excels in a fast-paced environment, ability to prioritize effectively and work well under pressure.Demonstrates high level of attention to detail, organizational skills, ability to anticipate needs.Knowledge of Arabic in addition to English is a plus.
