Browse Jobs
For Employers
Post JobLog inGet Started

Executive Customer Relations Manager

Souq.com, An Amazon Company
Dubai, United Arab Emirates
Posted 5 years ago
300People have clicked1 open position
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

We are looking for an Executive Customer Relations (ECR) Manager to lead a team of L3/4 ECR Specialists who solve the most egregious problems for our customers in the Middle East. The Executive Customer Relations teams are located in Dubai, Riyadh and Egypt.

This role will be based in Dubai. In this role you will:

  • Lead and manage teams of Executive Customer Relations Specialists; responsible for the overall direction and performance of the team.
  • Create metrics and dashboards to measure the team’s performance.
  • Coach and develop the team to raise the bar on handling egregious CX issues.
  • Solving complex customer service issues and proactively preventing negative service trends.
  • Build ECR project roadmaps for Middle East and create scalable mechanisms to improve CX through Voice of the Customer (VOC).
  • Effectively partner and build productive working relationships with direct reports. Through VOC, create and influence/deliver projects where you will have the freedom to try bold new ideas and influence senior stakeholders in various teams (Retail, 3P, TRMS, Trans, FC and many others) to drive Customer Experience (CX) improvements and raise the bar in all areas.
  • Solve ‘Trust busters’ working together with other teams on most egregious and complex customer pain points.
  • Create, review, and refine detailed root cause analysis from escalations for the top level executives.
  • Identify root cause system and quality concerns contributing to poor customer experience and communicate actionable remedies as appropriate to CS management and department liaisons.
  • Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business.
  • Manage the career growth and development of the team by driving focus on Amazon's Core LPs.
  • Managing workflow, escalations and effectively delegating workload across the team.
  • Cultivate relationships across Amazon organizations to ensure successful business operations, quick identification and resolution of emerging issues.
  • Drive senior management understanding of issues affecting customers through customer advocacy, using data.
  • Serve as consultant and SME for CS to guide business decisions in the best direction for customers.

Job Requirements

BASIC QUALIFICATIONS

  • Experience of handling highly visible Executive Customer Relations
  • Excellent written and oral communication skills.
  • Influencing skills and ability to work under pressure and cope with ambiguity.
  • Experience in direct interactions with senior stakeholders (Snr Managers, Directors and above)
  • Knowledge of Six Sigma/Lean Processes
  • Good knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvements.
  • Executive presence and presentation skills.
  • Experience leading and motivating a diverse team.
  • Ideal candidate will be a role model on Customer Obsession, Ownership, Bias for Action and Insist on Highest Standards.

PREFERRED QUALIFICATIONS

  • Bachelors or Masters degree.
  • Experience in SQL use.
  • Previous ECR experience.

Featured Jobs

  • Commercial Account Manager - 6th of October, Giza11 days ago
    Logo
  • Sales Account Executive - Obour City, Cairo2 months ago
    Logo

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportExecutive Customer Relations Manager