customer service director

RATP Dev

<div>
 RATP Dev is a subsidiary of the RATP Group, global leader in high-capacity urban rail and the world's third largest public transport operator. All over the world, our 25,000 people design, operate, maintain and modernize public transit networks of automated metros, commuter rail, tramway, bus and many other modes.
 
 
 We have built our expertise in the ultra-dense, constantly-modernized Paris network. Since 120 years our experts manage complex projects, improve passenger experience, participate in large-scale sport or cultural events.
 
 
 Thanks to this unrivalled know-how, we serve more than 100 cities in 17 countries and 5 continents. We provide custom-made solutions that meet their specific challenges in terms of the environment, social inclusion, growth or attractiveness.
 
 
 We build, deliver and commit for the best of public transport, every day, everywhere, for everybody &ndash; to make it the natural choice for cities and passengers.
 
 
 
 RATP Dev Mobility Cairo
 
 operates the Green Line 3 and the LRT Capital Train, essential components of Cairo&rsquo;s public transportation network. We are dedicated to providing high-quality service and ensuring customer satisfaction across these lines.
 
 
 Are you a strategic leader with a passion for public transport excellence? RATP Dev Mobility Cairo is seeking a
 
 Service Delivery Director
 
 to lead and elevate the performance of our operations and passenger services.
 
 
 
 Key Responsibilities Will Include
 
 
 
 <ul>
 <li>
 Lead the Service Delivery Department with a vision rooted in excellence, partnership, and sustainability.
 </li>
 <li>
 Ensure safe, reliable, and high-quality service delivery aligned with contractual KPIs.
 </li>
 <li>
 Drive operational efficiency, customer satisfaction, and continuous improvement.
 </li>
 <li>
 Collaborate with cross-functional teams to optimize cost, safety, and service standards.
 </li>
 <li>
 Champion a culture of safety, inclusivity, and performance.
 
 
 </li>
 </ul>
 
 Profil De Candidat Recherch&eacute;
 
 
 
 <ul>
 <li>
 10+ years in public transport operations, including senior leadership roles.
 </li>
 <li>
 Proven experience in rail operations and customer-facing services.
 </li>
 <li>
 Strong knowledge of railway safety, operational planning, and workforce management.
 </li>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s in Transport, Engineering, Business, or related fields.
 </li>
 <li>
 Fluent in English; Arabic and French are a plus.
 
 
 </li>
 </ul>
 Why RATP Dev ? Be part of a global leader in mobility solutions, shaping the future of urban transport in Cairo. Lead impactful initiatives, work with passionate professionals, and make a difference in millions of daily journeys.
 
 
 If you're driven by operational excellence, committed to safety and customer satisfaction, and ready to lead transformative transport services in Cairo, we want to hear from you!
 
 
 RATP Dev is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees.
 
 Join us in making a difference through transporation excellence!
 
 
 
 
 Comp&eacute;tences
 
 
 
 customer service
</div>

Service Delivery Director (F/M)

Eren Perakende

<div>
 
 For more than 35 years, Eren Retail has been bringing the world&rsquo;s leading brands to customers in Turkey. In 1990, the company entered into a partnership with Devanlay, beginning the licensed production and distribution of Lacoste. Since then, Eren Retail has served as the Turkish distributor for globally renowned brands such as Burberry, Gant, Nautica and Converse.
 
 
 
 
 
 In 2008, it launched Occasion stores, followed by the creation of the SuperStep store concept in 2012. Strengthening its online presence in 2020 through a multi-channel strategy, Eren Retail redefined retailing as an experiential journey with House of SuperStep.
 
 
 
 
 
 Expanding its portfolio with brands such as Intersport, SuperKids, Fashfed, United4 and HeartBeat, Eren Retail continues to operate with an experience&ndash;focused strategy. Today, the company has a presence in 25 countries, employs over 8,000 people and manages nearly 700 stores along with 17 digital channels worldwide.
 
 
 
 
 
 In line with our innovative approach to enhancing the customer journey across all channels, we are looking for a
 
 Customer Experience Director
 
 to design and deliver premium experiences for our brands.
 
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 
 <ul>
 <li>
 Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity,
 </li>
 <li>
 Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience,
 </li>
 <li>
 Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions,
 </li>
 <li>
 Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies,
 </li>
 <li>
 Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives,
 </li>
 <li>
 Handle escalated customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives,
 </li>
 <li>
 Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ul>
 <li>
 10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles,
 </li>
 <li>
 Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture,
 </li>
 <li>
 Experience in process improvement, change management, and performance optimization,
 </li>
 <li>
 Advanced analytical skills, data-driven decision making, and KPI management,
 </li>
 <li>
 Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively,
 </li>
 <li>
 Excellent communication, negotiation, and presentation skills, influencing at all organizational levels,
 </li>
 <li>
 Bachelor&rsquo;s degree in a relevant field.
 </li>
 </ul>
 
 
</div>

Customer Experience Director

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

Dubai Holding

<div>
 
 
 About Dubai Holding Real Estate:
 
 
 
 
 
 
 Dubai Holding&rsquo;s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai&rsquo;s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.
 
 
 
 
 
 Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
 
 
 
 
 
 
 About the Job:
 
 
 
 
 
 
 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'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'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' 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's overall goals and objectives.
 </li>
 </ul>
 
 
 
 
 
 About you:
 
 
 
 
 
 
 The ideal candidate for this position will have the following experience and qualifications:
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in business/ Marketing/ Communication Management. Master's degree preferred.
 </li>
 <li>
 Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred
 </li>
 <li>
 Minimum 8 to 10 years of experience in customer service, customer relationship management, sales, or marketing, with at least 5 years in a leadership or management role.
 </li>
 <li>
 Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
 </li>
 <li>
 Ability to resolve customer complaints and develop strategies to improve customer satisfaction.
 </li>
 <li>
 Work under stringent deadlines and high-pressure environment and also motivate others.
 </li>
 <li>
 Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/ or Arabic. &middot; Proven ability to develop and implement successful customer management strategies.
 </li>
 <li>
 Ability to work effectively with other senior leaders to achieve business objectives.
 </li>
 <li>
 Excellent customer service skills, with a deep understanding of customer needs and expectations.
 </li>
 </ul>
 
 
 
 
 
 About the Benefits:
 
 
 
 
 
 
 At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.
 
</div>

Director - Residential Customer Care - Dubai Holding Real Estate

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)

On Hire

A leading company in financial services industry is seeking for the head of customer experience strategy and ensuring a seamless and engaging journey for all customers. In this role, you will oversee all aspects of customer interactions and develop strategies to enhance customer satisfaction, loyalty, and advocacy.
 
Key Responsibilities: 
<ul>
<li>Define and implement the customer experience vision and strategy across all touchpoints.</li>
<li>Lead and mentor a team responsible for delivering high-quality customer service and support.</li>
<li>Analyze customer feedback and insights to identify areas for improvement and drive necessary changes.</li>
<li>Collaborate with product, marketing, and sales teams to ensure a customer-centric approach in all initiatives.</li>
<li>Monitor customer experience metrics and KPIs to assess the effectiveness of strategies.</li>
<li>Develop and manage customer experience programs to foster customer loyalty.</li>
<li>Stay informed on industry trends and best practices in customer experience management.</li>
<li>Serve as the voice of the customer within the organization, advocating for their needs and preferences.</li>
</ul>
Requirements: 
1. Bachelor’s degree in Business Administration, Marketing, or related field.
 2. 10+ years of experience in customer experience, customer service, or related roles, with at least 5 years in a leadership position.
 3. Proven track record of designing and implementing customer experience strategies.
 4. Strong analytical skills and experience in using data to drive decision-making.
 5. Excellent leadership and team management skills.
 6. Exceptional communication skills, both verbal and written.
 7. Customer-focused mindset with the ability to foster strong relationships.
 8. Familiarity with customer experience technologies and tools.
 
Benefits: 
Attractive Package

Head Of Customer Experience

Magid Glove & Safety

<div><div>What Matters at Magid? YOU do!</div> 
<div></div>
<div>
&quot;The number one key to growth is having good people and that&rsquo;s what has driven us at every stage of the game.&quot; - Greg Cohen, CEO</div> 
<div></div>
<div>
At Magid Glove and Safety, we're honored to be recognized as a Top U.S. Workplace. This is a reflection of our passion for keeping workers safe and our commitment to fostering an innovative, collaborative environment where diversity is celebrated, people feel valued and supported, and growth never stops.</div> 
<div></div>
<div>
Are you a transformational leader ready to redefine what exceptional customer experience looks like? At Magid, we&rsquo;re searching for a Vice President of Customer Experience (CX) who can inspire, innovate, and elevate how we serve our customers&mdash;today and into the future.</div>
<div></div>
<div>This role is for a dynamic, people-first leader who has proven success managing up, across, and down. You&rsquo;ll bring curiosity and flexibility when partnering with senior leaders, empathy and influence when leading across departments, and a passion for building a culture of accountability, ownership, and continuous improvement&mdash;all while keeping work engaging and fun.</div>
<div></div>
<div>As Magid looks ahead, we&rsquo;re focused on building the next chapter of how we serve our customers&mdash;one that&rsquo;s simpler, smarter, and more connected. The VP, CX will play a key role in shaping that future, helping our teams strengthen relationships, improve how we work, and find better ways to deliver a great experience every time. Working side by side with Customer Service, Inventory Services, Field Service, and Account Management, this leader will help create a customer experience that&rsquo;s reliable, easy, and true to Magid&rsquo;s spirit of care, quality, and continuous improvement.</div>
<div></div>
<div>If you&rsquo;re energized by leading through people, rolling up your sleeves to demonstrate what great looks like, transforming insights into action, and shaping a customer experience that drives loyalty, innovation, and growth, we invite you to bring your vision&mdash;and your voice&mdash;to Magid.</div> 


What You Wil Do:
<ul><li>
Develop and execute a forward-looking customer experience strategy that not only delivers excellence today but also builds the foundation to scale and grow with Magid&rsquo;s future needs.</li><li>
Establish and monitor meaningful metrics to measure customer satisfaction, team performance, and the organization&rsquo;s ability to support sustainable growth.</li><li>
Deliver insights from customer data and feedback across all service departments, using these to shape business decisions and drive continuous learning in service quality.</li><li>
Standardize core processes and partner with IT to design and implement technology solutions that improve efficiency, enhance responsiveness, and strengthen the overall customer journey.</li><li>
Partner with the executive team to address systemic challenges that create barriers for customers or impede accurate, timely order fulfillment.</li><li>
Analyze historical performance and market trends to anticipate future needs, ensuring CX capabilities, staffing, and resources are aligned to support sales growth and evolving customer expectations.</li><li>
Ensure all CX teams are equipped with the right tools, training, and resources to consistently deliver on business objectives and customer commitments.</li><li>
Foster a strong OneMagid culture that inspires collaboration, accountability, and engagement, creating an environment where people can do their best work.</li><li>
Build and develop a high-performing, future-ready team with clear succession plans to ensure long-term organizational strength and leadership continuity.</li></ul> 
What You Need:
<ul><li>
Deep commitment to fostering a customer-first culture across departments that also empowers team members to thrive.</li><li>
Experience implementing process improvements and technology solutions to enhance efficiency, service quality, and scalability.</li><li>
Experience designing and scaling customer experience initiatives</li><li>
Analytical and data-driven decision-maker with the ability to use customer insights and trends to inform business strategy.</li><li>
Skilled at executive-level collaboration, influencing cross-functional peers, and resolving systemic challenges that impact customer experience.
</li><li>Ability to balance customer satisfaction with operational and financial objectives</li><li>
Expertise in order fulfillment, logistics coordination, and customer service operations</li><li>
Experience with service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics (e.g., NPS, CSAT, CES)</li><li>
Strong track record of building, scaling, and leading high-performing teams, including succession planning and leadership development.</li></ul> 


Experience/Education:
<ul><li>
Proven senior level leadership experience in customer experience, customer success, or related functions, ideally in a growth-oriented company.</li><li>
Bachelor&rsquo;s degree required; MBA or advanced degree preferred.</li><li>
10+ years of leadership experience in customer experience, client success, or related roles, ideally in manufacturing, logistics, or PPE industries.</li><li>
Proven experience managing customer experience in both B2B and distribution contexts.</li><li>
Strong operational understanding of supply chain and manufacturing processes.</li><li>
Exceptional communication, leadership, and strategic thinking skills.</li></ul> 


Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training, geographic location, additional qualifications such as licensure or certifications, market factors, and responsibilities. 


Magid offers a variety of benefits to our team members including:
<ul><li><div>
Health, dental, vision, life and disability insurance</div></li><li><div>
Bonus plan</div></li><li><div>
401k retirement plan with company match</div></li><li><div>
Company provided Profit Sharing</div></li><li><div>
Participation in Magid Paid Time Off (PTO) Policy</div></li><li><div>
9 Paid Holidays</div></li></ul><div>
<div>
Press Apply now to join us on our mission to keep workers safe.</div> 
<div></div>
<div>
And follow our social media to see how we make a difference and have fun!</div> 
<div></div>
<div>
Website: www.magidglove.com</div>
<div>
Career site: https://www.magidglove.com/careers-in-safety</div>
<div>
YouTube: https://www.youtube.com/@MagidGlove</div>
<div>
LinkedIn: https://www.linkedin.com/company/magid-glove-&amp;-safety/</div></div> 
<div></div>
<div>Magid Glove and Safety is a leading manufacturer and distributor of safety products and head-to-toe personal protective equipment (PPE). Over the last 78+ years, Magid has developed numerous innovative products that have revolutionized the safety industry, and we have played a significant role in enhancing safety standards worldwide.</div> 
<div></div>
<div></div>
<div>Magid is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.</div></div>

Vice President Customer Experience

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