Customer Experience Manager
Nasr City, Cairo
Customer Experience Manager
Nasr City, CairoPosted 3 hours ago6Applicants for1 open position
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Job Description
Designs and oversees the execution of customer service and experience strategies. Ensures high service quality, fast resolution, and loyalty-building interactions across all customer touchpoints.
- Develop customer experience frameworks, policies, and training modules
- Monitor NPS, CSAT, and other service performance metrics
- Manage a team of agents and supervisors across phone, email, and digital channels
- Resolve high-level customer complaints and develop corrective procedures
- Collaborate with marketing, sales, and fulfillment teams to remove friction
- Lead the deployment of CRM and ticketing platforms
- Conduct customer satisfaction surveys and feedback loops
- Develop VIP customer retention strategies
Job Requirements
- Bachelor’s degree in Business, Marketing, or Customer Service Management
- 12+ years of experience in customer support/experience roles
- Experience leading multi-channel customer service teams
- Proficiency with CRM systems (e.g., Zendesk, Salesforce)
- Knowledge of AI
- Strong leadership, empathy, and problem-resolution capabilities
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