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    Customer Experience Service Management Manager - Cairo, مصر - al futtiam

    al futtiam
    al futtiam Cairo, مصر

    منذ 6 أيام

    Default job background
    وصف

    Customer Experience & Service Management Manager

    • Leading and driving initiatives related to the company's Customer Experience strategy.
    • Driving Voice of Customers initiatives and providing senior leadership with customer feedback, data, and insights
    • Enhancing the overall customer experience across all touchpoints
    • Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities
    • Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction
    • Managing the development and implementation of a new unified service management tool
    • Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards
    • Identifying bottlenecks or issues in service delivery processes and implementing solutions for improvement

    Requirements

    • Bachelor's degree in business, management, or a related field.
    • Proven experience in Customer Experience management, service delivery, or related roles, with minimum 8 years' experience in a CX/ service management role in a well-established organization.
    • Experience in Business management consultancy is preferred.
    • Strong ability to work with external vendors/suppliers and play a pivotal cross-function role with Functions within GS.
    • Knowledge of customer service tools, CRM systems, and service management platforms.
    • Analytical mindset with the ability to use data-driven insights for decision-making.
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