customer service director

ASMO

<div>
 
 ASMO is a groundbreaking joint venture between DHL and Aramco. Inheriting DHL&rsquo;s logistics excellence and Aramco&rsquo;s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth.
 
 
 ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.
 
 
 
 
 
 
 
 Objective:
 
 
 
 
 
 
 
 The Direct Sales &amp; Customer Service Director is responsible for overseeing and driving sales activities while ensuring the highest levels of customer satisfaction. This role plays a key role in achieving ASMO&rsquo;s strategic goals and maintaining its competitive edge in the market.
 
 
 
 
 
 
 
 General Responsibilities:
 
 
 
 
 
 
 <ul>
 <li>
 Develop and execute the Department&rsquo;s long-term strategic plan in alignment with the corporate strategies.
 </li>
 <li>
 Develop annual business plans for the Department and ensure the achievement of financial and strategic objectives.
 </li>
 <li>
 Report to the CCO on the progress of activities against the annual business plans, opportunities, challenges and issues faced, mitigations taken, etc. as required, to make an informed decision.
 </li>
 <li>
 Manage and continuously monitor the performance of the Department to ensure performance deviations are identified in a timely manner, and required resources and actions are implemented to meet performance targets.
 </li>
 <li>
 Align the Sales &amp; Customer Service department with ASMO&rsquo;s &ldquo;value leadership&rdquo; strategy, emphasizing cost efficiency and superior supply chain service performance.
 </li>
 <li>
 &squf; Develop and implement sales strategies that contribute to net growth and profitability in alignment with the business plans.
 </li>
 <li>
 Lead a diverse team of sales managers and sales executives.
 </li>
 <li>
 Cultivate a high-performance culture that promotes innovation, collaboration, and a strong customer-centric focus.
 </li>
 <li>
 Conduct in-depth market research to identify opportunities, market trends, and customer needs within the energy, petrochemical, chemical and industrial sectors.
 </li>
 <li>
 Develop and present compelling new business proposals, focusing on both acquiring new customers and nurturing existing customer relationships.
 </li>
 <li>
 Enhance customer relationships and ensure that ASMO consistently exceeds customer expectations in terms of quality, service, and performance.
 </li>
 <li>
 Oversee the sales order processing function and manage the sales-related help desk to promptly address customer inquiries and issues.
 </li>
 <li>
 Collaborate closely with the Marketing Director to create a compelling brand identity and position ASMO as an industry leader.
 </li>
 <li>
 Work in conjunction with the Business Development Director to identify and pursue new business opportunities from both new and existing customers.
 </li>
 <li>
 Ensure the achievement of the function&rsquo;s strategic objectives by setting priorities and objectives for direct reports, managing performance, developing, and motivating highly qualified talent, and providing strategic direction to maximise performance, and improve operational excellence and productivity.
 </li>
 <li>
 Raise employee awareness and commitment to ASMO&rsquo;s vision, mission, values and corporate strategy to establish a highly engaged and motivated workforce, and continuously improve performance.
 </li>
 <li>
 In coordination with the Chief Commercial Officer and the Human Capital Department, ensure smooth workflow of operational processes and optimal utilization of resources.
 </li>
 <li>
 Prepare and recommend the Department&rsquo;s budget in alignment to the respective annual business plan.
 </li>
 <li>
 Monitor the Department&rsquo;s financial performance against the approved budget, identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
 </li>
 <li>
 Identify and manage implementation of change initiatives on systems, processes and practices considering &lsquo;international leading practices&rsquo;, and/or other changes in the business environment.
 </li>
 <li>
 Manage the development and implementation of Departmental policies, systems, processes, and procedures to ensure operational excellence.
 </li>
 <li>
 Identify and manage the implementation of improvements to ensure compliance with ASMO&rsquo;s standards and regulatory requirements that are aligned to business needs to increase operational effectiveness.
 </li>
 <li>
 Present regular and ad-hoc management reports related to the function, provide recommendations to the Chief Commercial Officer on new opportunities, highlight critical issues and challenges, and provide strategic insight to ensure effective decision-making.
 </li>
 </ul>
 
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, or equivalent from a recognized and accredited university is required.
 </li>
 <li>
 Master&rsquo;s degree in Business Administration, or equivalent from a recognized and accredited university is preferred.
 </li>
 <li>
 Demonstrated proficiency in oral and written English.
 </li>
 <li>
 13 years&rsquo; experience in similar or related field, out of which 7 years at a managerial / leading position.
 </li>
 <li>
 Demonstrated success in leading and developing high-performing teams
 </li>
 <li>
 &squf; A proven track record of experience in sales and customer service roles.
 </li>
 </ul>
</div>

Director of Sales & Customer Service

Virtucruit

VirtuCruit is partnering with a leading Saudi group to launch an automotive platform headquartered in Riyadh. We are seeking a Customer Experience Director to design a world-class customer journey and service culture.Role OverviewThe CX Director will establish customer experience frameworks, build omnichannel support, and ensure exceptional service delivery from launch.Key Responsibilities<ul><li>Journey Mapping: Design end-to-end customer journeys for all platform touchpoints.</li><li>Service Operations: Establish call centers, chatbots, and digital support tools.</li><li>Customer Insights: Use data to track satisfaction, NPS, and loyalty KPIs.</li><li>Training: Implement customer service training for front-line teams.</li><li>Continuous Improvement: Lead initiatives to enhance the customer lifecycle experience.</li></ul>Qualifications & Experience<ul><li>12+ years of CX leadership in automotive, retail, or digital platforms.</li><li>Strong CRM and customer service systems knowledge.</li><li>Experience in building CX functions from the ground up.</li></ul>What This Role OffersA career-defining opportunity to set the gold standard for customer experience in Saudi Arabias automotive sector. Required Skills: <ul><li>Automotive</li><li>Offers</li><li>Operations</li><li>CRM</li><li>Service Delivery</li><li>Customer Experience</li><li>Retail</li><li>Continuous Improvement</li><li>Design</li><li>Customer Service</li><li>Leadership</li><li>Training</li></ul><img src="https://www.jobg8.com/Tracking.aspx?St%2ffOczetkbIEP7Oz28Mzob4Y52tg1dft" width="0" height="0" />

Customer Experience Director

Talents Tide

<div>
 
 
 🌟 Hiring Now: Director &ndash; Customer Happiness | Dubai, UAE
 
 
 
 
 
 
 
 Location:
 
 Dubai, UAE
 
 
 
 Department:
 
 Corporate Support Services
 
 
 
 Reports To:
 
 Executive Director &ndash; Corporate Support Services
 
 
 
 
 
 Are you a visionary leader passionate about creating exceptional customer experiences?
 
 
 Our client is seeking a
 
 Director &ndash; Customer Happiness
 
 to lead the strategic direction, innovation, and operational excellence of our customer happiness department. This role plays a key part in shaping service excellence across all touchpoints and ensuring every customer interaction reflects our commitment to Dubai&rsquo;s world-class service standards.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead the
 
 strategic development and execution
 
 of customer happiness initiatives that align with corporate objectives.
 </li>
 <li>
 Drive
 
 service innovation, process improvement, and digitisation
 
 to elevate overall customer experience.
 </li>
 <li>
 Oversee
 
 customer journey mapping
 
 , ensuring seamless and positive interactions across all channels.
 </li>
 <li>
 Collaborate with cross-functional teams (IT, HR, Finance, and Business Units) to ensure unified service delivery.
 </li>
 <li>
 Manage
 
 performance metrics, SLAs, and SOPs
 
 to maintain operational excellence.
 </li>
 <li>
 Analyse
 
 customer feedback and insights
 
 to drive data-informed decisions and continuous improvement.
 </li>
 <li>
 Foster a
 
 high-performance culture
 
 , developing and mentoring teams to deliver exceptional service.
 </li>
 <li>
 Ensure compliance with
 
 organisational policies, health &amp; safety, and information security standards.
 
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 <ul>
 <li>
 
 Bachelor&rsquo;s degree
 
 in Business Administration, Service/Operations Management, or related field.
 </li>
 <li>
 
 8+ years of experience
 
 in business administration or service management, including
 
 at least 2 years in a leadership role.
 
 </li>
 <li>
 Proven expertise in
 
 customer experience design, process optimisation, and stakeholder engagement.
 
 </li>
 <li>
 Preferred certifications in
 
 Six Sigma, Lean, or Kaizen methodologies.
 
 </li>
 </ul>
 
 
 
 
 
 Key Competencies
 
 
 <ul>
 <li>
 Customer-Centric &amp; Results-Oriented
 </li>
 <li>
 Strategic Thinking &amp; Innovation
 </li>
 <li>
 Team Leadership &amp; Empowerment
 </li>
 <li>
 Change Management &amp; Agility
 </li>
 <li>
 Strong Communication &amp; Influence Skills
 </li>
 </ul>
 
 
 
 
 ✨
 
 Join us in shaping the future of customer happiness in Dubai!
 
 
 
 If you are passionate about service excellence and thrive in a dynamic, forward-thinking environment, we&rsquo;d love to hear from you.
 
 
 📩
 
 Apply Now or DM your updated CV
 
 
 
 #CustomerHappiness #Leadership #DubaiJobs #ServiceExcellence #CustomerExperience #HiringNow #UAEJobs
 
 
 
</div>

Director- Customer happiness

DUBAI PROPERTIES GROUP LLC

An opportunity has arisen for a Director - Residential Customer Care to join Dubai Holding Real Estate. The main duties and responsibilities of this role:<ul><li>Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.</li><li>Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.</li><li>Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.</li><li>Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.</li><li>Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.</li><li>Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA&#x27;s (Delegation of Authority).</li><li>Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.</li><li>Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA&#x27;s (Service Level Agreements).</li><li>Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.</li><li>Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.</li><li>Provide high quality and consistent customer service to address the customers&#x27; business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.</li><li>Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.</li><li>Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.</li><li>Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.</li><li>Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.</li><li>Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.</li><li>Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.</li><li>Work closely with other senior leaders to ensure that customer management activities are aligned with the company&#x27;s overall goals and objectives.</li></ul>

Director - Residential Customer Care

Ministry of Education Dubai

Job Description Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership. Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market. The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness. Department Definition: Director of Customer Services to lead and oversee the operations of Call Centre Operations, Customer Happiness Centre Operations, and Service Quality &amp; Continuous Improvements sections. The role focuses on ensuring exceptional customer experiences, optimizing operations, and driving continuous improvements across all service channels. Main Job Duties &amp; Responsibilities: Call Centre Operations Section: - Oversee the Call Centre Operations, ensuring efficient and timely handling of customer inquiries. - Develop and implement strategies to improve call response time, first-call resolution, and overall customer satisfaction. - Monitor performance metrics, such as Average Handling Time (AHT) and service level adherence, to achieve organizational targets. - Provide leadership and support to call center teams through training, coaching, and performance monitoring. - Leverage technology and tools to enhance operational efficiency and automate call center processes. Customer Happiness Centre Operations Section: - Ensure Customer Happiness Centers deliver high-quality, customer-centric services aligned with organizational values. - Streamline operations to reduce waiting times, optimize workflow, and ensure timely resolution of inquiries. - Develop initiatives to improve customer experience and achieve high satisfaction rates. - Monitor and analyze customer feedback to identify trends, gaps, and opportunities for service enhancement. - Collaborate with internal departments to resolve systemic issues impacting customer happiness. Service Quality &amp; Continuous Improvements Section: - Develop and implement frameworks for monitoring service quality across all customer service channels. - Define and track Key Performance Indicators (KPIs) to measure and enhance service performance. - Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions. - Conduct regular audits and evaluations to ensure compliance with organizational standards and service policies. - Leverage customer satisfaction surveys and feedback to implement targeted improvements. - Foster a culture of innovation and excellence to consistently improve service delivery and operational performance. Skills - 15+ years of experience in customer service operations, proven expertise in managing call center operations, customer happiness centers, and service quality improvements. - A bachelor s or master s degree within business administration, Customer Service Management, or within a relevant field. - Customer Service Platforms: Expertise in implementing and overseeing customer service management systems (e.g., CRM tools like Salesforce, Zendesk, or Microsoft Dynamics). - Performance Monitoring Systems: Strong ability to analyze metrics and dashboards for service quality, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). - Process Improvement Frameworks: Familiarity with methodologies like Six Sigma or Lean Management to enhance operational workflows. - Customer Service Excellence: Ability to deliver high-quality customer service, with a strong commitment to customer satisfaction. - Performance Optimization: Skilled in optimizing call center and in-person service operations to improve efficiency and customer satisfaction. - Problem Solving &amp; Escalation Management: Strong problem-solving skills with experience in orchestrating escalation management frameworks and resolving complex customer issues. - Leadership: Effective team leadership and management skills, fostering a positive and productive work environment. - Communication: Strong communication skills for effective collaboration with cross-functional teams and clear, empathetic customer interaction. - Speaking, Reading &amp; Writing English &amp; Arabic.

Director of Customer Service

Circles

<div>
 
 
 About Us
 
 
 
 Founded in 2014,&nbsp;Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.
 
 
 &nbsp;
 
 
 Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&amp;), AT&amp;T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
 
 
 &nbsp;
 
 
 Besides its SaaS business, Circles operates three other distinct businesses:
 
 
 &nbsp;
 
 <ul>
 <li>
 Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles&rsquo; SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
 </li>
 </ul>
 
 &nbsp;
 
 
 Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 About the Role
 
 
 
 &nbsp;
 
 
 We are seeking a results-driven, customer-obsessed leader to build and scale the Customer Service &amp; Operations function for a newly launching digital telco brand in the MENA region. This is a foundational leadership role responsible for delivering exceptional customer experiences, driving operational rigor, and embedding customer-centricity into every part of the business.
 
 
 The ideal candidate brings deep experience in CX strategy, digital operations, and service design, with a proven track record of leading high-performing teams in fast-paced digital consumer or B2C telco environments.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What you will be doing
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 
 Lead end-to-end Customer Operations:
 
 
 Oversee the full customer lifecycle, from onboarding to issue resolution, ensuring every customer touchpoint is optimized for speed, simplicity, and satisfaction.
 </li>
 <li>
 
 
 Design and scale service models:
 
 
 Design scalable, digital-first service operations leveraging chatbots, AI-assisted support tools, self-service journeys, and CRM platforms to reduce customer friction and increase resolution rates.
 </li>
 <li>
 
 
 Deliver on key customer metrics:
 
 
 Drive measurable improvements in CSAT, NPS, TAT, first-contact resolution and other customer metrics, ensuring alignment with business KPIs / OKRs
 </li>
 <li>
 
 
 Operational transformation:
 
 
 Collaborate with the Circles Digital Advisory &amp; Support Services (&ldquo;DASS&rdquo;) Customer Services &amp; Operations teams to design and implement policies, processes and controls that improve service delivery, while management vendor performance, SLAs and compliance standards; as well as delivering on key CX transformation initiatives
 </li>
 <li>
 
 
 Cross-functional collaboration:
 
 
 Collaborate closely with the country operations team to ensure seamless execution of service initiatives and customer-impacting programs
 </li>
 <li>
 
 
 Build and lead a high-performing team:
 
 
 Recruit, mentor, and empower a lean, agile operations team that thrives on data, accountability and efficiency-first thinking
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What we are looking for
 
 
 
 &nbsp;
 
 <ul>
 <li>
 15+ years of leadership experience in customer service, CX, and operations within consumer-facing (B2C) industries, such as telecom, fintech, e-commerce, or digital tech
 </li>
 <li>
 Proven success leading large, distributed teams (25+ FTEs and / or BPO agents) across operational and customer support functions
 </li>
 <li>
 Strong understanding of CX lifecycle management and success in improving customer satisfaction
 
 (NPS, CSAT, CES)
 
 through both strategy and execution
 </li>
 <li>
 Demonstrated ability to manage complex programs, large-scale transformation projects, and third-party service/vendor ecosystems
 </li>
 <li>
 Excellent stakeholder management and communication skills, with demonstrated ability to manage senior stakeholders
 </li>
 <li>
 Experience designing and managing AI-enabled service journeys, automation tools, and digital support platforms strongly preferred
 </li>
 <li>
 Ability to thrive in high-growth, fast-paced environments with a startup mindset strongly preferred
 </li>
 <li>
 Deep operational mindset with experience in LEAN / Six Sigma or other continuous improvement frameworks strongly preferred
 </li>
 <li>
 Prior experience in the MENA region and knowledge of local consumer dynamics and habits is strongly preferred
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
 
 
 &nbsp;
 
 
 To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.
 
 
 &nbsp;
 
 
 Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.
 
</div>

Head of Customer Service & Operations, Digital Brand (MENA)

<div>YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. 
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express 
Do you want to make a difference? Then come to our &quot;Insanely Customer Centric&quot; Team and become a Certified International Specialist!
Overall Role Purpose
Manage and lead the strategic deployment and continuous enhancement of Customer Experience tools and technologies across the MENA region. Drive digital transformation initiatives within the Customer Service function, ensuring alignment with global standards and leveraging innovation to improve customer satisfaction, operational efficiency, and cost effectiveness.
Your Tasks:
Customer Service:<ul><li>
Work closely with Global, Regional, and Country Customer Service Heads to identify, develop, and support ongoing customer service activities and technology deployments that align with corporate and regional business objectives.</li><li>
Champion digitalization by identifying and implementing emerging technologies (e.g., AI, automation, data analytics) to enhance customer experience and streamline service operations.</li><li>
Lead and develop standardization &amp; harmonization of tools, processes/standards/programs</li><li>
Manage cross-functional projects related to customer service technology and tools, ensuring they are delivered on time, within budget, and meet quality standards.</li><li>
Assist in the execution of general assignments related to the customer service function, demonstrating flexibility and adaptability to evolving business needs.</li></ul>
DHL Customers:<ul><li>
Act as the primary contact point for customer service-related matters, facilitating communication and coordination of customer issues to ensure timely resolution and alignment with regional initiatives.</li></ul>
Vendor Management &amp; Stakeholder Engagement:<ul><li>
Oversee the work of external consultants and vendors, ensuring deliverables align with business requirements and are completed on schedule.</li><li>
Maintain effective relationships with internal and external stakeholders to facilitate project progress and alignment with strategic goals.</li></ul>
CS Tools and Technology:<ul><li>
Take primary responsibility for the timely, budget-compliant, and high-quality delivery of Tools and Technology in the MENA Region, following DP DHL's standard project management methodology.</li><li>
Gather and coordinate regional and country-specific requirements and business capabilities to inform the Business Requirements Statement for global programs/projects.</li><li>
Oversee daily management of the delivery of programs/projects/tools/systems, collaborating closely with project members and providing expertise to review and recommend improvements on all project aspects.</li><li>
Monitor interdependencies and risks among programs and individual projects, ensuring they are thoroughly assessed, mitigated, and communicated to the Project Board as necessary.</li><li>
Manage the change control process, ensuring that the deliverables of programs/projects/tools/systems are completed within the established cost, timeline, and resource budgets, and receive appropriate sign-off.</li><li>
Conduct post-implementation reviews to assess outcomes and share best practices and opportunities for future programs and projects.</li></ul>
Finance and Projects:<ul><li>
Promote cost and productivity management from both regional and country viewpoints, aligning with the overall business strategy (e.g., achieving best-in-class sizing and productivity targets).</li><li>
Ensure that all project deliverables are completed on time, within budget, and fulfil the business requirements of both the Global office and regional stakeholders.</li></ul>
Driving Customer Service Excellence:<ul><li>
Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.</li><li>
Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.</li><li>
Ensuring COE standards are successfully implemented in countries, and support in COE assessments when needed</li><li>
Continuously drive quality improvement by providing support with required tools, systems and processes to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback</li></ul>
Maximizing Revenue Generating Opportunities:<ul><li><div>
Identify and promote areas with potential for revenue generation to cross-sell, upsell services including but not limited to (e.g. SI, TDX, EXT and the use of ecom tools).</div></li></ul><div></div>
Standardization and Consistency of Practices:<ul><li>
Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.</li></ul>
People &ndash; Management:
Assist the Regional Head to:<ul><li>
Develop high-performance Service Culture by developing KPI&rsquo;s to support quality performance within the region.</li><li>
Prioritize and manage the proper allocation of resources and staff to countries and departments.</li></ul>
Your Profile:<ul><li>
Minimum 10 years of experience in the customer service field.</li><li>
University degree</li><li>
Communication skills, spoken &amp; written (excellent)</li><li>
Presentation skills (excellent)</li><li>
Software skills (Word, Excel, PowerPoint, PowerBI &amp; Visio) - (excellent)</li><li>
Possess excellent English language skills, with Arabic as an advantageous additional language.</li><li>
Knowledge/Experience on Business Process Model and Notation (BPMN) Systems Engineering or Communications Technology Experience would be advantageous</li><li>
Develops and delivers innovative, high-quality services and solutions while maintaining strong customer relationships.</li><li>
Secures organizational alignment to meet customer needs and maintains a strategic, global perspective.</li><li>
Creates sustainable strategies that position the organization as an Investment, Provider, and Employer of Choice, aligning resources for successful implementation.</li><li>
Establishes clear, challenging objectives and regularly reviews progress, championing continuous improvement and innovation.</li><li>
Inspires results through empowerment and accountability, providing employees with development opportunities and feedback.</li><li>
Communicates personal goals and values clearly, actively seeks feedback for performance improvement, and takes responsibility for personal and professional development.</li><li>
Delivers effective verbal and written communication, develops efficient processes and systems, and utilizes advanced work methods and tools.</li><li>
Possesses in-depth knowledge of DHL Express products, services, and processes, contributing to strategic discussions and shaping long-term plans.</li><li>
Acts as a subject matter expert in Customer Service tools and technology, promoting best practices and building senior-level relationships for continuous access to these practices.</li><li>
Influences key stakeholders to effectively resolve conflicts.</li></ul>
Our Offer:<ul><li>
Strong career support in an international environment.</li><li>
Great culture and colleagues.</li><li>
Multifarious benefit program.</li></ul>
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!</div>

Senior Manager CS Tools and Technology

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