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Customer Experience Assistant Manager
Floward
Jeddah, KSA
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Customer service operationsCustomer experience managementCSATFirst contact resolutionComplaint-rate managementProcess improvement
Free
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Customer service operationsCustomer experience managementCSAT
Role Overview
Support strategic development of the Customer Service department across all central-team markets and functions.
Drive service excellence and operational performance while contributing to cost reduction, systems optimisation, AI adoption, and department-wide improvement.
Key Skills for This Role
Customer service operationsCustomer experience managementCSATFirst contact resolutionComplaint-rate managementProcess improvement
Full Job Posting
Job purpose
Support strategic development of the Customer Service department across all central-team markets and functions.
Drive service excellence and operational performance while contributing to cost reduction, systems optimisation, AI adoption, and department-wide improvement.
Market performance
- Own and improve CS and CX performance across central-team markets, including CSAT, first contact resolution, and complaint rate.
- Track performance by market and channel, take corrective action, and maintain consistent service standards.
- Produce performance narratives with clear causes and actions and ensure improvements remain in place.
Department development
- Support the Customer Care Senior Manager on department development initiatives and strategic projects.
- Contribute to department-wide operating standards, structures, and ways of working.
- Lead assigned workstreams from scoping through adoption and confirm that intended benefits are realised.
Efficiency and cost reduction
- Identify cost-reduction and process-efficiency opportunities across the customer service technology stack.
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