Customer Experience Lead

About the role

Azadea Group, a lifestyle retail company operating more than 40 international franchise concepts across 15 countries in the Middle East and Africa, is hiring a Customer Experience Lead. The role supports customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures that improve productivity and performance.

Key responsibilities

• Guide coordinators on best practices and strategies for handling complex cases and challenges.
• Extract key performance indicators (KPIs) for the call center and drive improvements through strategic initiatives.
• Monitor daily workflows to ensure adherence to procedures and protocols.
• Identify opportunities to improve systems and workflows, and research new trends and best practices in customer experience.
• Test new system implementations and workflows before deployment, troubleshoot system issues and ensure accurate data processing and extraction.
• Identify risks in current and future policies and workflows, and communicate with stakeholders to streamline and automate processes where possible.
• Recruit, train, motivate and evaluate the team so that it has the right skill base and is well supported.

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, including 3 years in a managerial position.
• Fluency in English and Arabic; French is a plus.

Required skills

• Proficiency in MS Office.