Customer Experience Lead

Job Overview:

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.