Customer Experience Lead

About the role

The Customer Experience Lead supports a company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. The role involves leading the call‑center team, monitoring KPIs and driving continuous improvement.

Key responsibilities

• Guide coordinators on best practices and strategies for handling complex cases and challenges effectively.
• Extract and improve call‑center KPIs through strategic initiatives.
• Monitor daily workflows to ensure adherence to correct procedures and protocols.
• Identify system and workflow improvement opportunities to boost team efficiency.
• Research new trends and best practices in customer experience to develop innovative strategies.
• Test new system implementations and workflows before workplace deployment.
• Troubleshoot system issues and ensure accurate data processing.
• Communicate with stakeholders to streamline and automate processes where possible.
• Recruit, train, motivate and evaluate the team to maintain a high‑skill, high‑performance department.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 6–8 years of experience in retail, call‑center management or a similar role, with at least 3 years in a managerial position.
• Fluency in English and Arabic; French is a plus.
• Proficiency in Microsoft Office.