Customer Engagement Center Vendor Manager

• Egypt - Cairo - Cairo

Responsibilities

• Take overall responsibility for managing and maintaining relationships with CEC vendors located in Cairo as well as other locations across EMEA.
• Be accountable for achieving financial, customer experience, and operational KPIs by analyzing data to identify improvement opportunities and implementing effective action plans.
• Oversee standard warranty operations alongside Premium Care services within vendor scope.
• Monitor vendor KPIs; collaborate closely with vendors to develop corrective actions ensuring balanced KPI scorecards.
• Ensure strict adherence to Lenovo processes while maintaining full audit compliance within the Customer Engagement Center (CEC).
• Establish a robust management cadence through weekly, monthly, and quarterly business reviews with vendors.
• Support timely implementation of strategic initiatives aligned with Lenovo’s goals.
• Actively drive After Point of Sale (APOS) expansion efforts within the CEC framework.
• Foster collaboration among regional service delivery managers, technical trainers, customer care teams, spare parts logistics teams to ensure end-to-end communication excellence.
• Lead continuous process improvement initiatives aimed at standardization across all vendor-related operations.
• Understand deeply—and continuously enhance—the customer journey to deliver best-in-class experiences consistently.
• Utilize AI-powered analytics tools along with automation technologies to identify trends, reduce inefficiencies, optimize workflows, improve service delivery performance.
• Partner closely with Lenovo’s CEC Transformation team as well as Data teams to pilot innovative AI use cases; support scaling successful pilots into broader adoption across operations.
• Drive vendor readiness for AI adoption by providing training programs; integrate AI into existing processes effectively; monitor performance metrics related to AI-assisted workflows rigorously.
• Ensure ethical use of AI technologies in line with Lenovo’s digital transformation standards and data privacy requirements.

Experience & Skills

• Minimum 3 years’ experience in a contact center environment with strong understanding of industry practices/systems.
• Proven leadership skills managing teams or external partners effectively.
• Strong communication skills including presentation abilities; excellent relationship management capabilities.
• Proficiency in written/spoken English & Arabic required; fluency in French/German/Italian advantageous.
• Experience working in multilingual/multicultural environments preferred.
• Strong analytical skills demonstrated through data-driven decision making & continuous improvement projects.
• Ability to manage critical situations independently while prioritizing tasks efficiently.
• Proficient using Corporate Desktop Software Applications such as PowerPoint/Word/Excel; familiarity with Power BI or AI dashboards is an advantage.

• Attractive compensation package
• An international team with a high focus on
• Diversity & Inclusion
• A modern and flexible way of working to combine personal and professional life
• Flat structures and fast decision-making processes
• An open and stimulating environment within one of the most forward thinking IT companies

• Egypt - Cairo - Cairo