customer experience manager

Nawy

<div>
 The Customer Operations Manager at Nawy Real Estate is responsible for overseeing the entire customer operations function, ensuring a seamless and positive experience for customers throughout their journey. This leadership role involves managing daily customer service activities, optimizing operational processes, and collaborating closely with various departments to enhance customer satisfaction and retention.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Manage and lead the customer operations team to deliver exceptional service and support
 </li>
 <li>
 Develop, implement, and monitor standard operating procedures (SOPs) to ensure consistency and efficiency
 </li>
 <li>
 Oversee the handling of customer inquiries, complaints, and feedback, ensuring timely and effective resolution
 </li>
 <li>
 Collaborate with sales, marketing, and product teams to align customer operations with business objectives
 </li>
 <li>
 Implement and manage customer relationship management (CRM) tools and platforms to streamline workflows
 </li>
 <li>
 Analyze customer data and operation metrics to identify trends, challenges, and opportunities for improvement
 </li>
 <li>
 Design and track key performance indicators (KPIs) related to customer operations and satisfaction
 </li>
 <li>
 Facilitate training and development programs to enhance team capabilities and customer interaction quality
 </li>
 <li>
 Ensure compliance with company policies and regulatory requirements concerning customer data and interactions
 </li>
 <li>
 Drive continuous improvements in customer operational processes to increase efficiency and customer loyalty
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Operations Management, or a related field
 </li>
 <li>
 At least 5 years of experience in customer operations or customer service management, preferably in real estate or a related industry
 </li>
 <li>
 Proven leadership skills with experience in managing and developing teams
 </li>
 <li>
 Strong analytical skills with the ability to interpret data to make informed decisions
 </li>
 <li>
 Excellent communication and interpersonal skills
 </li>
 <li>
 Experience with CRM software and customer operation platforms
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced environment
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 <li>
 Knowledge of process improvement methodologies is a plus
 </li>
 <li>
 Fluency in English; additional languages are advantageous
 </li>
 </ul>
</div>

Customer Operations Manager

51Talk

<div>
 
 
 ( Customer Care Manager )
 
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor, and manage a team of class mentors to deliver exceptional service and meet performance targets
 </li>
 <li>
 Develop and optimize customer communication scripts, service workflows, and resolution guidelines
 </li>
 <li>
 Monitor daily and monthly performance metrics and provide continuous coaching and feedback
 </li>
 <li>
 Ensure all customer interactions meet quality, brand, and service excellence standards
 </li>
 <li>
 Help to handle customer inquiries and complex cases with professionalism and empathy
 </li>
 <li>
 Collaborate closely with sales, marketing, and operations teams to ensure seamless customer journeys and consistent messaging
 </li>
 <li>
 Conduct regular training sessions to enhance product knowledge, service skills, and communication techniques
 </li>
 <li>
 Identify trends in customer feedback and recommend process improvements to enhance customer experience
 </li>
 <li>
 Prepare and present performance reports, insights, and recommendations to senior management
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Minimum of 5 years of experience in customer care, or a related field, with at least 3 years in a supervisory or managerial role
 </li>
 <li>
 Strong leadership, coaching, and team management skills
 </li>
 <li>
 Customer-centric mindset with a proven ability to drive service excellence and team performance
 </li>
 <li>
 Excellent communication and problem-solving skills
 </li>
 <li>
 Experience working with CRM systems, ticketing platforms, and performance reporting tools
 </li>
 <li>
 Ability to analyze data and translate insights into actionable improvements
 </li>
 <li>
 Professional proficiency in English, both written and spoken
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Work Schedule &amp; Location:
 
 
 
 
 Location:
 
 
 <ul>
 <li>
 Maadi, Cairo (on-site position)
 </li>
 </ul>
 
 
 Schedule:
 
 
 <ul>
 <li>
 Sunday to Thursday:
 
 12:00 PM &ndash; 9:00 PM
 
 (includes a
 
 1 hour and 15 min break
 
 )
 </li>
 <li>
 Saturday:
 
 12:00 PM &ndash; 4:00 PM
 
 </li>
 <li>
 Friday:
 
 Day off
 
 </li>
 </ul>
 
 
 
 
 
 Apply Now!
 
 
 
 Send your
 
 resume
 
 to:
 
 sohilama@51talk.com
 
 
 <ul>
 <li>
 Or reach out via
 
 WhatsApp:
 
 
 01205576576
 
 </li>
 </ul>
 
 
</div>

Customer Service Manager

IntouchCX

<div>
 
 About IntouchCX
 
 
 
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
 
 
 About The Job
 
 
 
 Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
 
 As one of the world&rsquo;s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 
 
 We&rsquo;re hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.
 
 
 As Senior Operations Manager, You Will&hellip;
 
 
 <ul>
 <li>
 Ensure proper planning, staffing, and direction of operational functions
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 Review team performance daily to ensure optimal production is reached
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 Ensure proficient training and staff development is achieved across all teams
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 Develop and execute motivational incentives on the floor
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 Be responsible for ramp-up drives and goals
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 Analyze reports and program data, highlighting Key Performance Indicators (KPIs)
 </li>
 <li>
 Create action plans for continuous improvement
 </li>
 <li>
 Ensure Service Level Agreements are met with optimum quality &amp; service
 </li>
 <li>
 Authorize and coordinate staffing schedule changes
 </li>
 <li>
 Participate in partner calls and meetings
 
 
 </li>
 </ul>
 As Senior Operations Manager, You Have&hellip;
 
 
 <ul>
 <li>
 5 to 7 years of management experience in the call center industry
 </li>
 <li>
 A post-secondary diploma or degree with a major in Business
 </li>
 <li>
 Client relationship management experience
 </li>
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 Experience with managing budgets and understanding statistics
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 Experience maintaining and developing operational statistics, financial management information and results reporting
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 Excellent communication skills, both verbal and written
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 Above average organizational and time management skills
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 Ability to work under tight deadlines
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 Ability to implement change and innovation
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 Ability to communicate with various positions and departments
 </li>
 </ul>
</div>

Senior Operations Manager

ELARABY Group

<div>
 
 
 Job Purpose:
 
 
 <ul>
 <li>
 Accountable for the strategic leadership, governance, and performance of all inbound customer interaction channels serving local and international markets. The role ensures operational excellence, scalable growth, superior customer experience, and cost efficiency while aligning inbound operations with ELARABY Group&rsquo;s vision, mission, and long-term strategic objectives.
 </li>
 </ul>
 
 
 
 
 
 Job Responsibilities:
 
 
 <ul>
 <li>
 Define and execute the Inbound Customer Care Strategy aligned with corporate objectives.
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 Lead annual operational and capacity planning cycles.
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 Own enterprise-wide governance of inbound operations.
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 Translate corporate strategy into measurable inbound performance targets.
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 Ensure achievement of SLAs, AHT, FCR, NPS, CSAT, Quality, Compliance, and Cost KPIs.
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 Implement structured real-time management frameworks.
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 Conduct root-cause analysis and enforce corrective actions.
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 Oversee complaint management and escalation governance.
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 Design long-term capacity planning and workforce forecasting models.
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 Optimize staffing, scheduling efficiency, and utilization rates.
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 Balance customer experience targets with cost control objectives.
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 Lead automation, AI enablement, and self-service expansion initiatives.
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 Partner with Digital and IT teams to implement scalable solutions.
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 Govern outsourcing partners and vendors across geographies.
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 <li>
 Ensure alignment with service standards and KPIs.
 </li>
 <li>
 Implement continuous improvement frameworks.
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 Lead Voice of Customer (VoC) programs.
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 Reduce customer pain points and repeat contacts.
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 Enhance segmentation strategies.
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 Own inbound budgets and cost controls.
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 Optimize cost-per-contact and productivity ratios.
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 Lead business cases for operational investments with clear ROI.
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 Ensure compliance with COPC, ISO, and regulatory requirements.
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 Govern data privacy and information security controls.
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 Build a high-performance culture.
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 Lead succession planning and talent development.
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 Implement structured performance management systems.
 </li>
 </ul>
 
 
 
 
 
 Job Qualifications:
 
 
 <ul>
 <li>
 Bachelor's degree in any relevant field.
 </li>
 <li>
 10-15 Years of experience in Contact Center.
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 Strong knowledge of operational performance frameworks and customer service metrics.
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 Experience managing large-scale operations across geographies.
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 Proficiency in CRM systems, SAP, and workforce management tools.
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 Strong financial acumen and budgeting expertise.
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 Knowledge of COPC and ISO standards preferred.
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 Exceptional leadership and stakeholder management skills.
 </li>
 </ul>
</div>

Head of Inbound Contact Center

Chalhoub Group

<div>
 
 INSPIRE | EXHILARATE | DELIGHT
 
 
 
 For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.
 
 
 Every step at Chalhoub Group is taken to build a future where luxury dreams become reality &mdash; bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse &mdash; the Group&rsquo;s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.
 
 
 Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work&reg; certification in several markets.
 
 
 Sustainability is at the core of the Group&rsquo;s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women&rsquo;s Empowerment Principles, and to have pledged to reach Net Zero by 2040.
 
 
 
 What You'll Be Doing
 
 
 
 As our
 
 Senior Associate People Experience &amp; Culture
 
 in
 
 Egypt
 
 , you will be a member of the People Experience &amp; Culture team whose mission is to shape and evolve the Group&rsquo;s culture and enhance the employee experience to create an engaging and healthy work environment where people are enabled to take ownership of their workplace experience that is built on diversity, equity, and inclusion. Your responsibilities will include the below:
 
 
 
 Experience &amp; Culture
 
 
 
 <ul>
 <li>
 Localize People Experience &amp; Culture strategy to align with Egypt's priorities and business needs.
 </li>
 <li>
 Drive Voice of People survey, analyze and present results, and partner with leaders and People teams to create and implement targeted action plans post-survey.
 </li>
 <li>
 Facilitate culture labs, focus groups, workshops, and employee journey design sessions to build on insights and co-create solutions.
 </li>
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 Conduct culture bootcamps to create awareness on team members&rsquo; role in bringing the culture to life.
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 Partner with the leadership team in the country to address focus areas and support the evolution of employee experience and culture.
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 Support business units in initiating and following up on any people experience diagnosis exercises (e.g., survey, pulse checks, interviews, focus groups, co-creation workshops).
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 Deploy employee experience products and solutions across the country.
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 Lead "Great Place to Work" certification.
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 Spend significant time on the ground in stores, warehouse, and office, engaging frontliners and leadership.
 
 
 </li>
 </ul>
 
 WELLBEING &amp; ENGAGEMENT
 
 
 
 <ul>
 <li>
 Own and execute on the annual Wellbeing &amp; Engagement calendar.
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 <li>
 Lead initiatives end-to-end, from concept design and supplier sourcing to on-ground activation and post-event reporting.
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 Establish accountability and advocacy around employee wellbeing and engagement among leaders, and employees through different initiatives and projects.
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 <li>
 Source new partnerships with external providers for wellbeing benefits.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need To Succeed
 
 
 
 <ul>
 <li>
 A minimum of 3 years of experience in HR, ideally within Learning &amp; Development and/or Employee Engagement.
 </li>
 <li>
 You possess strong project management skills, with end-to-end ownership of initiatives.
 </li>
 <li>
 You are analytical and tech-savvy, with the ability to interpret dashboards and build action plans.
 </li>
 <li>
 You have excellent communication and public speaking skills, engaging diverse audiences including senior stakeholders.
 </li>
 <li>
 You are fluent in English and Arabic, with the ability to communicate effectively in both languages.
 </li>
 <li>
 You possess strong influencing, consulting, and stakeholder management skills.
 </li>
 <li>
 You are solution-oriented, adaptable, and accountable.
 </li>
 <li>
 You are willing to roll up your sleeves and actively engage frontliners and business leaders.
 
 
 </li>
 </ul>
 
 What We Can Offer You
 
 
 
 With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.
 
 
 We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.
 
 
 
 We Invite All Applicants to Apply
 
 
 
 It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.
 
 
 We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.
</div>

Senior Associate - People Experience & Culture (Egypt)

Mars

<div>
 
 
 Job Description:
 
 
 
 
 Job Specification:
 
 
 Education &amp; Professional Qualification
 
 
 Graduate calibre, with experience in a blue chip FMCG/consumer products and customer
 
 
 development/field sales.
 
 
 Knowledge/Experience
 
 
 <ul>
 <li>
 Experience in customer development and demonstrated ability to work through others
 
 
 </li>
 </ul>
 in a resourceful and inspiring manner to deliver business results.
 
 
 <ul>
 <li>
 Strong track record of executing strategies that clearly measure the performance
 
 
 </li>
 </ul>
 against defined KPI&rsquo;s, taking action to address gaps and strive for continuous
 
 
 improvement.
 
 
 <ul>
 <li>
 Ability to challenge the status quo with a can do attitude and manage resources to
 
 
 </li>
 </ul>
 deliver business and customer objectives and deliver a strong mutual ROI.
 
 
 <ul>
 <li>
 Driven, self-reliant and resilient and able to respond and adapt to a fast moving, swiftly
 
 
 </li>
 </ul>
 changing environment.
 
 
 <ul>
 <li>
 Proven ability to build strong and influential relationships with key stakeholders across
 
 
 </li>
 </ul>
 a diverse customer base
 
 
 
 Job Description
 
 
 
 This role will be responsible for delivering the channel/ customer KPI and ambitions and driving excellent execution and the physical availability of our brands in line with the overall field sales strategy. This role will be responsible for the day-to-day delivery of results by leading, developing and inspiring the merchandizing team and all stakeholders towards a high performance and delivery culture. The Modern Trade Account Manager will be responsible for the following areas, and will work across all MARS categories (Chocolate, Pet Food, Ice Cream) :
 
 
 <ul>
 <li>
 Co-ordination and line management of a team of merchandisers and sales representatives working across an allocated store territory to ensure delivery of their KPI&rsquo;s and work plans, specifically to ensure the delivery of world class execution of the following :
 </li>
 <li>
 Managing the forecast planning for Modern Trade Customers assigned in coordination with Demand Team.
 </li>
 <li>
 Manage the customer&rsquo;s profitability in the Segment in line with the Sales policies &amp; plans.
 </li>
 <li>
 Build customer networks and relations for the benefit of MARS business.
 </li>
 <li>
 Negotiating &amp; executing annual BDA contracts with customers HQ, and ensuring perfect compliance with plans.
 </li>
 <li>
 Achieving assigned targets associated to these plans.
 </li>
 <li>
 Delivering freshness targets &amp; zero returns. The territory of the Modern Trade Account Manager will include stores that are strategic to MARS business. Therefore, the modern trade account manager will be personally accountable for delivering the following strategic tasks:
 </li>
 <li>
 Negotiating promotional space and budgets
 </li>
 <li>
 Planning the implementation of big events &amp; activities and ensuring perfect execution, and owning the planning &amp; execution of any store specific activity for their stores
 </li>
 <li>
 Long term activity planning for the full quarter ahead P a g e | 3
 </li>
 <li>
 Tracking &amp; reporting their business performance and delivering quality quarterly business reviews internally &amp; externally with their store contacts &ndash; covering: EPOS review of category performance, MARS performance, competitor performance, business drivers/drainers &amp; opportunities for incremental growth going forward
 </li>
 <li>
 Identifying further opportunities in store on top of the head office &amp; store aligned business plans, and working with their field sales manager to deliver these to drive incremental results
 </li>
 <li>
 Creating a feedback/reporting loop between their stores and head office to ensure there is a regular flow of information and competitor insights back to head to office.
 </li>
 <li>
 Role modelling the behaviours as per Mars 5 Principles required from their team The Modern Trade Account Manager will have the support of FOTS merchandisers and Supervisors to support their appointed store territory and delivering the following execution tasks:
 </li>
 <li>
 Taking manual orders, checking stock levels, managing OOS&rsquo;s, activating bar codes at store level, following up on deliveries, owning the relationship between MARS and key personnel in store, ensuring implementation of planograms, managing personnel/administrative requirements of the merchandising team, and in some cases line management for merchandisers.
 </li>
 <li>
 Delivery and execution of co-packs, managing the follow up and execution of LPO&rsquo;s with the customer services team.
 </li>
 <li>
 Negotiating proper number of secondary displays for Mars products- Regular monitoring of shelve space and prices- Monitoring price indexes vs. competition; and correct in line with Mars strategy.
 </li>
 <li>
 Monitor competitors&rsquo; performance. Report immediately on any aspect of market, trade and product that could affect our business or could provide us with a business opportunity, and propose measures lead. This role requires good leadership and commercial capability including the ability to build, inspire, engage and motivate teams while consistently delivering results.
 
 
 </li>
 </ul>
 Work with diverse and talented Associates, all guided by the Five Principles. Join a purpose driven company, where we&rsquo;re striving to build the world we want tomorrow, today. A strong focus on learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus.
</div>

Modern Trade Customer Manager

Talaat Moustafa Group

<div>
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Effectively sell TMG&rsquo;s properties through comprehensive negotiation strategies.
 </li>
 <li>
 Cultivate and maintain positive business relationships with customers to enhance rapport and trust.
 </li>
 <li>
 Proactively reach out to potential customers through referrals and networking.
 </li>
 <li>
 Meet and exceed agreed-upon sales targets and deadlines.
 </li>
 <li>
 Coordinate efforts with team members and other departments to maximize results.
 </li>
 <li>
 Provide reports on customer needs, competitive activities, and potential opportunities for new products/services to the direct manager.
 </li>
 <li>
 Stay informed about current sales market trends, best practices, and promotional strategies.
 </li>
 <li>
 Process customer orders by referencing price lists and product literature, and direct customers to appropriate departments to facilitate the sales process.
 </li>
 <li>
 Maintain accurate reports, including daily call logs, weekly targeted plans, and monthly performance results.
 </li>
 <li>
 Address customer complaints by investigating issues, developing solutions, and preparing reports with recommendations for the direct manager.
 </li>
 <li>
 Collaborate with colleagues to achieve collective goals and results.
 </li>
 </ul>
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Management, Marketing, or a related field.
 </li>
 <li>
 Minimum of 5 years of progressive experience in real estate sales.
 </li>
 <li>
 Excellent command of English; proficiency in additional languages is a plus.
 </li>
 <li>
 Strong communication skills and a proven ability to work effectively in a team.
 </li>
 <li>
 Willingness to work from alternate locations as needed.
 </li>
 <li>
 Commitment to delivering exceptional customer service.
 </li>
 <li>
 Ability to thrive in a fast-paced, dynamic environment.
 </li>
 <li>
 Results-oriented mindset with a focus on achieving goals
 </li>
 </ul>
 
 
</div>

Senior Property Consultant

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