Customer Experience Manager

Smart GYM -
New Cairo, Cairo

Customer Experience Manager

Full Time

On-site

Smart GYM -
New Cairo, Cairoposted 1 month ago

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Job Description

Since 2003, Smart Gym has been a leading brand name in the Fitness Industry. With over 22 years of success, We've built a solid reputation through dedication, consistency and premium service delivery. We proudly operate 10 branches across Nasr City, Heliopolis, Sheraton & New Cairo, serving thousands of loyal members every day.

We’re currently looking for a dynamic Customer Experience Manager to lead customer engagement, ensuring the highest level of satisfaction and service excellence across all customer touchpoints. This role requires a hands-on leader with strong communication, problem-solving, and people management skills.

Key Responsibilities:

-Build and maintain strong relationships with clients to ensure long-term satisfaction and retention.

- Handle escalated customer issues with professionalism and efficiency.

-Supervise day-to-day operations, ensuring smooth workflow and high service standards.

- Set performance goals and KPIs for team members and monitor results.

- Train, mentor, and motivate the team to deliver exceptional service.

- Develop and implement customer service policies and procedures.

- Collaborate with other departments (sales, operations, etc.) to ensure a seamless customer experience.

- Analyze customer feedback and complaints to improve service quality.

- Prepare and present regular reports on service performance to management.

Job Requirements

Requirements:

- Bachelor’s degree in Business Administration or a related field.

- 3-5 years of experience as a Customer Success Manager or a similar role.

- Strong leadership, communication, and interpersonal skills.

- Experience in handling complaints and conflict resolution.

- Ability to work under pressure and manage a team effectively.

What We Offer:

- Competitive salary + performance-based bonuses.

- Medical & social insurance.

- Free Gym Membership

- Growth opportunities within a fast-expanding company.

- A supportive and dynamic work environment.

If you're passionate about making an impact, growing your career and being part of a well-established yet forward-thinking company, then Smart Gym is the place for you.