Customer Experience Lead
نُشرت في :
03-10-2025
صاحب العمل نشط
1 وظيفة شاغرة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
شارك هذه الوظيفة
أرسل لي وظائف مشابهة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
الوصف الوظيفي
The Customer Experience Lead will oversee Mazad s customer interactions across pre-sale post-sale and operations ensuring a seamless and trustworthy experience for buyers and sellers. The role includes leading the CX team managing escalations monitoring service standards and driving continuous improvements. Working closely with cross-functional teams the Lead will enhance customer satisfaction strengthen relationships and embed a customer-centric culture across the organization.
Qualifications/certifications/skillset :
- Bachelor s degree in Business Administration Marketing Communications or a related field (Master s preferred).
- 8 10 years of progressive experience in customer experience operations or client-facing roles ideally within e-commerce digital marketplaces or financial services.
- Fluency in Arabic and English (written and verbal) is required.
- Demonstrated leadership ability with proven experience managing CX/support teams and driving performance.
- Strong knowledge of CX frameworks service standards and performance metrics (NPS CSAT SLAs).
- Proficiency in CRM systems reporting dashboards and customer feedback tools.
- Excellent analytical problem-solving and conflict-resolution skills.
- Ability to foster strong customer and stakeholder relationships while aligning CX strategies with business goals.
- Innovative and strategic thinker with a track record of implementing process improvements and customer-centric initiatives.
Duties & Responsibilities:
- Supervise and guide the CX team in handling inquiries complaints and escalations across multiple channels (phone email chat and digital platforms).
- Define and implement customer service standards ensuring alignment with Mazad s values marketplace integrity and regulatory requirements.
- Act as the escalation point for complex or high-value cases driving strategic resolutions while safeguarding customer trust and company reputation.
- Drive adoption of a customer-centric culture across the organization through training coaching and active stakeholder engagement.
- Oversee daily service levels turnaround times SLAs and ensure timely closure of cases across all pre-sale and post-sale touchpoints.
- Implement dashboards and reporting frameworks for real-time visibility of CX performance metrics (NPS CSAT complaint resolution turnaround times).
- Monitor and optimize refund return and dispute-handling processes coordinating with Finance Legal and Product to ensure compliance and timely settlements.
- Ensure smooth reconciliation of payments between buyers sellers and Mazad minimizing disputes and enhancing trust in the marketplace.
- Verify seller compliance with platform policies including listing quality delivery standards and warranty obligations.
- Lead onboarding and training programs for sellers ensuring adoption of efficient workflows such as bulk listing automated invoicing and platform tools.
- Collaborate with Business and Marketing teams to clarify auction terms service commitments and marketplace policies for prospective buyers and sellers.
- Establish service-level frameworks for pre-sale inquiries ensuring clarity accuracy and responsiveness before auction participation.
- Support post-sale buyer engagement through structured feedback loops loyalty programs and tailored initiatives such as upselling or cross-selling.
- Drive loyalty and retention efforts including repeat-buyer rewards trust guarantees and proactive retention of at-risk customers.
- Collaborate with Finance and Logistics to ensure seamless post-sale processes including settlement fulfillment and customer follow-up.
- Build and maintain strong relationships with market place private buyers and sellers acting as their primary operational point of contact.
- Develop account management practices to enhance seller satisfaction encourage repeat listings and reduce churn.
- Engage with key partners vendors and service providers to ensure aligned service delivery and value creation.
- Act as a trusted advisor to sellers by sharing insights best practices and marketplace intelligence that support their growth on Mazad.
- Represent the CX function in leadership forums and cross-functional meetings ensuring customer perspectives are integrated into business decisions
- Identify friction points and recurring issues in customer journeys recommending and executing process and policy improvements.
- Provide actionable insights from customer feedback to influence product design auction flows and service enhancements.
- Conduct periodic reviews of CX and operations trends publishing monthly and quarterly reports with recommendations for leadership.
- Partner with Product Tech Legal and Finance to continuously evolve CX tools workflows and platform features.
نوع التوظيف
دوام كامل
المهارات المطلوبة
الإبلاغ عن هذه الوظيفة
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