Customer Service Team Leader

Role Purpose

Operational Leadership

• Lead, coach, and develop the CRC team to deliver exceptional customer service.
• Drive workflow optimization, resource planning, and operational efficiency.
• Monitor team performance against agreed KPIs and SLAs.
• Manage customer goodwill budgets and related reporting.
• Support retailers in delivering best-in-class customer experiences.

Strategic Management

• Analyze customer service trends and provide insights to senior management.
• Partner with regional market teams on market-specific opportunities and challenges.
• Lead digital transformation and customer service improvement initiatives.
• Drive continuous improvement across the regional CRC network.
• Collaborate with Sales, Marketing, and Brand teams.

Customer Experience

• Oversee complex customer cases and high-priority escalations.
• Manage mystery shopping programs and service quality initiatives.
• Implement improvements based on customer feedback.
• Drive adoption of new communication channels and digital engagement tools.

Process and Systems

• Lead CRM enhancements and deployment initiatives.
• Optimize customer case management processes.
• Develop and implement standard operating procedures.
• Promote digital tools and best practices across markets.

Requirements

• At least 5 years of experience in a Customer Relationship Centre or Customer Experience environment.
• Proven experience leading customer service teams.
• Experience with digital transformation or process improvement projects.
• Strong stakeholder management skills across multiple markets.
• Fluent English is required, while Arabic is preferred.
• Experience with CRM platforms and customer service technologies.
• Automotive industry experience is required.

Additional Qualifications

• Strong analytical, problem-solving, communication, organizational, and time-management skills.
• Ability to work independently in a fast-paced, results-driven environment.
• Knowledge of premium automotive customer service operations is desirable.

What the Client Offers

• Leadership influence over customer experience strategy across multiple markets.
• Exposure to large-scale customer transformation and digital initiatives.
• Professional development and career growth opportunities within an internationally recognized automotive organization.