Company Description Caribou Coffee Saudi Arabia is part of the global Caribou Coffee brand, known for high-quality handcrafted beverages and a welcoming café experience. The organization focuses on delivering exceptional customer experiences across its locations and digital channels, emphasizing consistency, service excellence, and community engagement. Operations in Saudi Arabia balance international standards with local preferences, creating a distinctive coffee experience for guests. Team members are encouraged to contribute ideas, collaborate, and support continuous improvement in service and operations.
Role Description The Vice President of Customer Relations is a full-time remote role responsible for shaping and leading the customer experience strategy across Caribou Coffee Saudi Arabia. This position oversees customer service policies, manages key customer relationship initiatives, and partners with cross-functional teams such as operations, marketing, and sales to align customer-centric goals. Daily responsibilities include reviewing customer feedback, monitoring satisfaction metrics, guiding customer experience improvement programs, and collaborating with leadership to support loyalty and retention strategies. The role also involves developing customer communication standards, mentoring managers on service best practices, and ensuring that all customer touchpoints reflect the brand’s values and quality expectations.
Qualifications
- Strong skills in Business Relationship Management to build, maintain, and enhance strategic customer partnerships and stakeholder relationships.
- Proven experience in Customer Satisfaction and Customer Experience, including the use of metrics, analytics, and feedback systems to improve service quality.
- Demonstrated background in Customer Service, with the ability to define service standards, resolve complex issues, and coach teams to deliver consistent, high-quality support.
- Knowledge of Sales processes and customer-centric sales strategies that support revenue growth, retention, and long-term loyalty.
- Extensive leadership experience in customer-focused roles, preferably within retail, hospitality, or food and beverage sectors.
- Excellent communication, negotiation, and conflict-resolution skills, with the ability to influence senior stakeholders and cross-functional teams.
- Comfort working remotely, with strong organizational skills and the ability to manage multiple initiatives across dispersed teams.
- Bachelor’s degree in Business, Marketing, Hospitality Management, or a related field; advanced degree is an advantage.