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customer experience manager

Dany Technologies

Job Summary:We are looking for a proactive and performance-driven Deputy Manager &ndash; Customer Experience to lead and optimize the outbound ordering confirmation process. This role is responsible for ensuring timely order verification, reducing cancellations, improving conversion rates, and delivering a seamless customer interaction experience.The ideal candidate will combine leadership, operational efficiency, and strong customer communication skills to drive measurable results.Key Responsibilities:Oversee and manage the outbound order confirmation team.Ensure all online and COD orders are verified within defined SLAs.Monitor call quality, productivity, and confirmation conversion rates.Reduce order cancellations and RTO (Return to Origin) through effective verification strategies.Develop scripts and communication standards to enhance customer engagement.Train, coach, and mentor team members to maintain service excellence.Analyze daily/weekly performance metrics and prepare management reports.Coordinate with Operations, Logistics, and Sales teams to resolve order-related issues.Handle escalated customer concerns professionally and efficiently.Implement process improvements to enhance operational efficiency.Required Qualifications &amp; Experience:Bachelor&rsquo;s degree in Business Administration or related field.3&ndash;5 years of experience in Customer Experience / Call Center Operations (Outbound preferred).Minimum 1&ndash;2 years in a supervisory or assistant managerial role.Strong understanding of e-commerce order lifecycle.Excellent communication and conflict-resolution skills.Experience with CRM systems and reporting tools.Job Type: Full-timeWork Location: In person

Deputy Manager – Customer Experience (Ordering Confirmation – Outbound)

Unilever

<div>Unilever is currently hiring for Manager Marketing Lead - UFS Pakistan! 
 
Work Level: WL2 
Function: Marketing 
Reports to: META Marketing Lead UFS 
Terms &amp; Conditions: Full-Time 
Location: Karachi Head Office 
 
ABOUT FOOD SOLUTIONS (UFS)
Act like a founder, be part of a Winning team, accelerate your growth, stay ahead of the curve, enjoy the journey: JOIN UFS
Unilever Food Solutions (UFS) is the the 2nd largest Business Unit of Unilever, is one of the 3 Power brands of the Foods Business Group, and a global market leader in Food Service. We are an independent Global Business Unit that operates in over 76 countries, generating ~&euro;3 Billion in Turnover, and employing ~4000 employees. We have a unique B2B business model focused on serving chefs and our purpose is to free them to love what they do.
We at UFS have a bold and clear ambition and strategy in place to reach &euro;5bn by 2030 with accretive profitability, by being the best solution provider to our 5 million operators. We plan to do this via a product first focus on superiority, by becoming the leader in AI powered Customer experience and by nurturing a Winning culture. We have had a history of delivering with excellence and resilient performance in the past few years. We also strive to stay 3 steps ahead in the industry. For example, our Future Menus Report identifies emerging culinary trends, making us a trendsetter for inspiring innovative solutions for chefs worldwide.
We have a culture of caring deeply not just for our business but also for our people. We foster an entrepreneurial culture built on speed, simplicity, trust, and a deep hunger to grow. Our people thrive on their roles being empowered and end to end - across all functions. We also invest heavily in building future skills and leaders. Our People agenda of Accelerate-Grow-Thrive consistently helps us lead in employee engagement, with Univoice scores exceeding Unilever scores across all dimensions and being one of the most engaged teams at Unilever.
Here, you will continuously learn, unlearn, and relearn, challenging yourself to accelerate your development in an end-to-end business and in end-to-end roles.If you're dreaming of contributing to Unilever&rsquo;s 2nd largest Business unit, a fast-growing business, where you're empowered so you can play to win and thrive as part of One Team with One Goal, then come and join us!
JOB PURPOSE
As UFS Pakistan Marketing Lead, you will be responsible from creating the Marketing Strategy of Pakistan UFS in order to reach its growth ambition targets. You will be leading operator, portfolio&amp;innovation and digital marketing strategy and the teams for Pakistan. You will be responsible for attracting customers by creating and delivering valuable services and experiences tailored to them. You will form connections that customers are looking for, which solves their problems. You will gain valuable insights on the end-to-end customer experience and drive growth strategies for UFS.
You will be responsible to:<ul><li>
Drive Business Growth Targets for Reach, Penetration &amp; Turn Over</li><li>
Understand &amp; drive Full Operator Lifecycle to deliver Customer-centric performance KPIs</li><li><ul><li>Drive the full Operator Lifecycle for all key customer segments. Executes the journeys &amp; campaigns on focused operator groups</li></ul></li><li>
Develop and drive growth strategy via Insight based Integrated Business Process (IBP) planning in line with 2030 strategies &amp; MCO growth ambition. You will be working with cross functional teams to drive growth via portfolio and brand management plans through exceptional Customer experience.</li><li>
Drive Business Growth Targets focusing on Top 10</li><li>
 Enhance Rosana Happiness / NPS via delivering Purpose led brand content &amp; Assets &amp; Innovations</li><li>
Responsible from Incremental Turn Over / OTIF for Innovations</li><li>
Closely work with the regional digital marketing team, create content, using SEO best practices, to drive both the operator lifecycle and our customer&rsquo;s goals along their buying journey.</li><li>
Drive lead management process through always on content to deliver exceptional customer experience</li><li>
Ensure optimal business processes to support the journeys, to ensure they are seamlessly delivered end-to-end</li><li>
Continuously measures &amp; optimizes all content. Provides actionable Insights recommended actions to improve content performance.</li><li>
Continuously measure &amp; optimize all traffic-driving and lead management activities from both the customer and business perspective.</li><li>
Guardian of ufs.com: Publishes content on ufs.com and ensures the website is up-to-date and performing well</li><li>
 Develops Partner ecosystems to increase reach / content / credibility (Chefs, KOGs, Industry bodies, other Suppliers, etc).</li><li>
Owns portfolio positioning, sustainable growth strategy and strategy into action informed by real-time insights.</li><li>
 Creates Purpose-led brand content for Innovations &amp; top 10&rsquo;s</li></ul>
Experiences &amp; Qualifications<ul><li>
Strategy into Action: Develops strategy to drive growth &amp; customer experience</li><li>
Business Acumen: Deep understanding of sales/marketing funnels, operator lifecycle &amp; marketing automation journeys</li><li>
Customer Centricity: Deep understanding of customer buying journeys &amp; filtering all business decisions through the eyes of our customer</li><li>
Creative &amp; persuasive content creation &amp; distribution across a variety of digital channels</li><li>
Performance measurement &amp; analysis both online &amp; offline</li><li>
Project management &amp; process management</li><li>
A digital expert in traffic generation, lead management, content marketing/inbound marketing, conversion optimization, SEO, marketing automation &amp; social media marketing</li><li>
10 years of working experience in similar function in FMCG</li><li>
Proven track record in Marketing &amp; Sales, preferably in the Foodservice Industry</li></ul>
KEY SKILLS<ul><li>
Strategic thinking</li><li>
Business acumen</li><li>
Customer Centricity</li><li>
Digital Awareness and Commerce</li><li>
Agile Delivery</li><li>
Performance measurement &amp; Analysis</li><li>
Brand visioning and Planning</li></ul>
Leadership<ul><li>
You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.</li><li>
You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.</li></ul>
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their &lsquo;Whole Self&rsquo; to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.</div>

Marketing Manager Lead - Unilever Foods Solutions (Pakistan)

Ibex

We are seeking a proactive and customer-focused Global Customer Experience Associate to support our international clients. In this role, you will handle customer inquiries via phone, email, or chat, resolve issues efficiently, and deliver a high-quality service experience while maintaining company standards.Key Responsibilities:<ul><li>Respond to customer inquiries in a timely and professional manner</li><li>Resolve complaints and provide accurate information</li><li>Maintain detailed records of customer interactions</li><li>Meet performance and quality targets</li><li>Collaborate with internal teams to ensure customer satisfaction</li></ul>Requirements:<ul><li>Excellent English communication skills (spoken and written)</li><li>Strong problem-solving and interpersonal abilities</li><li>Basic computer proficiency</li><li>Ability to work in a fast-paced environment and night shifts</li></ul>Job Types: Full-time, Contract, Fresher Contract length: 6 monthsPay: Rs65,000.00 - Rs115,000.00 per monthWork Location: In person

Global Customer Experience Associate

Careem

<div>
 
 About the Company
 
 
 
 Careem is building the Everything App for the greater Middle East &mdash; making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people&rsquo;s lives and build an awesome organisation that inspires.
 
 
 Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region&rsquo;s best talent and entrepreneurs thrive. We operate in 70+ cities across 10 countries, from Morocco to Pakistan.
 
 
 
 
 We&rsquo;re now entering our next chapter &mdash; one powered by AI. We&rsquo;re looking for AI talent: curious problem-solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it&rsquo;s streamlining operations, enhancing customer experience, or reimagining internal systems &mdash; we want people who can make Careem work smarter and move faster.
 
 
 
 
 
 About The Role
 
 
 
 We are seeking a dynamic and operations-focused individual to join our team in a role dedicated to enhancing the experience and engagement of our Captains. This role is pivotal in ensuring the efficient execution of day-to-day ground operations, with a strong focus on key experience KPIs. The ideal candidate will bring a proactive mindset to identifying and resolving operational issues, while also driving initiatives that foster a vibrant and motivated Captain community. We are looking for a highly dynamic and operations-focused individual to join our team as an Operations Lead in the Experience team. In this pivotal role, you will be instrumental in significantly enhancing the experience and engagement of our Captains, who are at the heart of our operations.
 
 
 The Captain Experience Lead will be responsible for designing and executing initiatives that improve Captain satisfaction, retention, and engagement. While based in Pakistan, this role will work closely with the UAE Experience, Operations, and Marketing teams to ensure consistent delivery of a high-quality Captain experience across channels.
 
 
 
 What You'll Do
 
 
 
 The ideal candidate will have strong communication skills, operational understanding, and empathy for frontline partners, with the ability to manage cross-border collaboration efficiently.
 
 
 1. Captain Experience &amp; Engagement
 
 
 <ul>
 <li>
 Drive the design and execution of programs that enhance Captain satisfaction and engagement for the UAE market.
 </li>
 <li>
 Partner with UAE operations, marketplace, and communication teams to ensure all Captain touchpoints reflect Careem&rsquo;s standards of empathy, support, and transparency.
 </li>
 <li>
 Build mechanisms to continuously capture Captain feedback and translate it into actionable insights and process improvements.
 </li>
 <li>
 Enhance the overall customer experience by uplifting the quality of service provided by Captains through training, behavior programs, and feedback-driven initiatives.
 
 
 </li>
 </ul>
 2. Insights &amp; Continuous Improvement
 
 
 <ul>
 <li>
 Analyze Captain feedback, complaints, and behavioral data to identify key drivers of satisfaction and attrition.
 </li>
 <li>
 Collaborate with analytics and ops teams to measure the impact of experience initiatives through defined KPIs (NPS, retention, engagement).
 </li>
 <li>
 Prepare reports and recommendations for the UAE leadership team based on insights and performance data.
 
 
 </li>
 </ul>
 3. Collaboration &amp; Alignment
 
 
 <ul>
 <li>
 Act as a bridge between the Pakistan-based support functions and UAE market teams, ensuring alignment on priorities, communications, and outcomes.
 </li>
 <li>
 Support the UAE Care team on escalations, captain feedback reviews, and policy implementation when required.
 </li>
 <li>
 Contribute to quarterly business reviews and cross-functional planning for Captain Experience improvements.
 
 
 </li>
 </ul>
 
 What You'll Need
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Operations, or related field (Master&rsquo;s preferred).
 </li>
 <li>
 3+ years of experience in customer or partner experience, operations, or community engagement.
 </li>
 <li>
 Experience working in a remote or regional support setup preferred.
 </li>
 <li>
 Strong analytical and problem-solving abilities, with comfort using data to make decisions.
 </li>
 <li>
 Excellent written and verbal communication in English and Urdu.
 </li>
 <li>
 Strong stakeholder management and project execution skills.
 </li>
 <li>
 Empathy-driven mindset and passion for improving both Captain and customer experience.
 
 
 </li>
 </ul>
 
 What We&rsquo;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:
 
 
 <ul>
 <li>
 Work and learn from great minds by joining a community of inspiring colleagues.
 </li>
 <li>
 Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
 </li>
 <li>
 Explore new opportunities to learn and grow every day.
 </li>
 <li>
 Work 4 days a week in office &amp; 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.)
 </li>
 <li>
 Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
 </li>
 </ul>
</div>

Operations Experience Lead

Pfizer

<div><div>Job Description Summary</div><div>
Recruitment 
<ul><li>Support full-life cycle recruitment needs for the business including direct sourcing techniques, consultative skills, and compensation, ensuring that every stage from the raising of the initial staff requisition to final appointment is carried out in accordance with operating procedures and adhere to best practice principles</li><li>Manage the offer process for internal and external candidates, including pre-employment medical screening and offer development</li><li>Increase candidate flow and develop strategic sourcing solutions that will attract and acquire high quality candidates</li><li>Achieve recruitment metrics against agreed targets</li></ul> 
Talent Planning and Performance Management 
<ul><li>Lead and facilitate the talent review meeting</li><li>Participate and provide input to the performance management cycle during the calibration meetings</li><li>Guide all people managers in conducting performance management, appraisal, compensation dialogues and talent review</li></ul> 
Colleague Relations 
<ul><li>Develop and implement company-wide programs and activities to establish and maintain harmonious colleague relations</li><li>Advise management on situations involving colleague progressive discipline, promotions, transfers and demotion</li><li>Develop sustainable solutions to support effective on-boarding</li><li>Monitor colleague turnover and identify trends and issues, and recommend feasible solutions to Business Leaders to drive positive business result</li><li>Embrace a proactive approach to facilitate skill development, productivity and effectiveness of People Managers</li><li>Ensure compliance with local employment laws and regulations</li><li>Ensure fair and equitable handling of performance and behavioural issues</li></ul> 
Culture Change Management 
<ul><li>Facilitate the culture change process and work with Business Leaders to build leadership capability and an effective organization</li></ul> 
Expatriate and International Assignment Management 
<ul><li>Manage all expatriate and international assignment related matters and activities</li></ul> 
HR Policies and Procedures 
<ul><li>Conduct periodic communication sessions to enhance People Managers&rsquo; understanding of policies and procedures</li></ul> 
HR Business Partnering 
<ul><li>Engage and provide HR advisory to the various Business Leaders</li><li>Advise Management in all aspects of HR and recommends solutions to resolve day to day HR related business issues or make improvements to impact on business result</li></ul> 
Compensation &amp;; Benefits 
<ul><li>Partner with HR Operations to enhance colleagues&rsquo; understanding of compensation and benefits programs</li><li>Participate in the evaluation of job grades and prepare salary proposals for colleague&rsquo;s career movement through the Internal Job Posting process</li><li>Be aware of market trends and make recommendations to C&amp;;B to implement a competitive total rewards system</li></ul> 
General HR Duties 
<ul><li>Develop and implement HR policies and procedures to ensure that all policies comply with local statutory requirements, Pfizer global HR policies and practices and ensure competitiveness in the market</li><li>Manage and motivate the HR team to be high performing and motivated contributors; and to produce high quality work to meet / exceed required expectations/standards</li><li>Lead and/or participate in HR Projects as required and support the roll-out of HR Programs</li></ul> 
<ul><li>Degree in Business, Human Resources or related discipline</li><li>At least 10 years of HR practitioner experience</li><li>Experience in a large, global and complex organization would be an advantage</li><li>Able to handle multiple projects concurrently</li><li>Able to influence Business Leaders and to build trust throughout the organization</li><li>Strong facilitation, presentation and communication skills</li><li>Possess project management, organizational diagnostic and analytical skills</li><li>Handle confidential matters maturely and discreetly</li><li>Flexible, adaptable and responsive to change</li><li>Demonstrated capability to thrive in a complex and matrix environment</li><li>Able to work with ambiguity</li></ul></div><div></div><div>
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.</div><div></div>
Sales</div><div></div>

People Experience Manager- Fixed Term

Hot N Spicy Pvt Ltd

Job Title: Restaurant CaptainLocation: KarachiJob Responsibilities<ul><li>Coordinate with runners, cleaners, and busboys for order taking and service delivery; report directly to the Floor Manager.</li><li>Ensure staff presence at all allotted positions throughout the shift.</li><li>Monitor use of QR scanner for initial order placement at each table.</li><li>Collect customer feedback during and after service and report findings to the Floor Manager.</li><li>Participate in shift preparation: counting, cleansing, and placing inventory at relevant spots (tables, counters).</li><li>Ensure washroom cleanliness after every use and verify checklist signatures behind the door.</li><li>Supervise immediate cleaning of dirty tables and floors after table closure.</li><li>Maintain comfortable dining room temperature and report any AC issues to the Floor Manager.</li><li>Discuss operational issues (e.g., late delivery, recipe fluctuation) with the Floor Shift Manager in real time.</li><li>Conduct smooth handover during shift change by meeting counterpart.</li><li>Attend and ensure staff attendance in service training classes.</li><li>Enforce attendance, personal hygiene, and strict adherence to JD and SOPs as directed by the Floor Manager.</li><li>Handle lost &amp; found items by immediately informing and submitting them to the Floor Manager.</li><li>Follow all service and hygiene protocols as per Floor Manager instructions.</li><li>Promote polite and respectful interaction among team members to ensure customer comfort.</li></ul>Requirements<ul><li>Minimum 2 years of experience in restaurant service or hospitality.</li><li>Strong leadership and communication skills.</li><li>Ability to manage staff and coordinate multiple service functions.</li><li>Knowledge of hygiene and service protocols.</li></ul>Job Type: Full-timePay: Rs40,000.00 per monthWork Location: In person

Captain

Bureau Veritas

<div><div><div>1 Roles and responsibilities: (Sr. Sales Associate)</div><div><div><div><div>
Role Statement
</div><ul><li>This role involves identifying and targeting potential clients, developing and executing business development strategies, and ensuring customer satisfaction through exceptional service and support.</li><li>
The Sales Associate will also manage the sales pipeline, prepare compelling proposals, and work collaboratively with internal teams to enhance product offerings and customer experience, contributing to the overall success and growth of the company.</li><li>
He/She performs the job within the framework of the BV Quality Assurance System, BV HSE Requirements, the Code of Ethics and the BV Group policy.</li></ul></div></div><div> 
Responsibilities &amp; Accountabilities</div><div><div><div> 
The Associate Manager-sales is responsible for:</div><ul><li>
 Business Development for product portfolio. This includes commercial activities such as market Surveys.</li><li>
Assist the management in the identification, preparation, and submission of prequalification, express of interest, and offers.</li><li>
Identify &amp; manage large clients/opportunities / Key accounts.</li><li>
Cross Selling - leveraging BV service portfolio.</li><li>
Preparation of Quotations, in consultation with the Certification Lead Pakistan.</li><li>
Business Development activity; Visiting new and existing clients, Identification of new markets, and submission of weekly client interaction reports and project alerts to the manager concerned.</li><li>
Forwarding the consolidated reports to the product line leaders.</li><li>
Be a team player and coordinate with current team</li><li>
Maintain accurate records of sales activities, client interactions, and sales pipeline.</li><li>
Identify opportunities to cross-sell and upsell additional services to existing clients.</li><li>
Develop strategies to increase client engagement and retention.</li><li>
Ensure contracts are in compliance with company policies and regulations.</li><li>
Work closely with the marketing, technical, and operations teams to ensure seamless delivery of services.</li></ul></div><div></div><div> 
<ul><li>
Ensure implementation of QMS in responsibility corporate standards (e.g. Code of Ethics, BV Values, corporate identity, policies, procedures)</li><li>
To manage the sales force team (definition of sales objectives, incentives policy, back-office organization)
</li><li>Regular monitoring of sales opportunity pipeline &ndash; track leads and active proposals. Maintain visibility of sales actions using Salesforce</li><li>
To implement the commercial strategy as defined by country/PL Leaders
</li><li> To assess the market for new business opportunities.</li><li>
 To set/ review sales strategies to expand customer and activity base.</li><li>
Achieving the given sales &amp; revenue targets</li><li>
Highlighting business lead, and identifying business opportunities</li><li>
Participation / exhibiting in exhibitions</li><li>
Enhancing the clientele in Certification Services</li><li>
Develop and implement effective sales strategies to meet and exceed sales targets.</li><li>
Build and maintain strong relationships with key clients, understanding their needs and providing tailored solutions.</li><li>
Ensure high levels of customer satisfaction by providing exceptional service and support.</li><li>
Monitor market dynamics and competitor activities to adjust sales tactics accordingly.</li></ul></div></div><div></div><div> 
KPIs (to be amended if necessary) 
TECHNICAL COMPETENCIES</div><div> 
<ul><li>
Achieve Sales, and revenue as per business plan.</li><li>
Client relationship &ndash; Retention and Growth, To provide timely, and accurate feedback of Sales/Market strategy and performance.</li><li>
Account receivables.</li><li>
Compliance with internal and external guidelines, policies, and procedures.</li><li>
Internal and external customer service satisfaction (e.g. number of complaints), To collaborate with the Deputy manager GS to manage customer satisfaction.</li><li>
To demonstrate ethical and professional behaviours in line with BV Core Values</li></ul><ul><li>
Education: Bachelor's Degree or relevant. MBA will be advantage.</li><li>
Experience: Minimum 3 years of experience in sales</li><li>
Experience in the relevant field.
</li><li>Good communication and writing skills, Fluent in English.</li><li>
A team player.</li><li>
Strong ethics and integrity.</li></ul></div></div></div></div><div></div>

Sr. Sales Associate (Certifications - Karachi)

Explore 1887+ Customer experience manager in Karachi this March. Find roles across top companies and apply now to boost your career.