Customer Care and Services Manager

Key Responsibilities

Deliver exceptional customer experiences across all channels, resolving complex cases professionally and in line with Customer Care standards
Maximize sales outcomes through strong product knowledge, cross-selling, and personalized customer interactions
Collaborate with store operations, people and organization, IT, supply chain, and merchandising teams to resolve customer issues and improve service delivery
Use CRM and e-commerce systems accurately, ensuring complete documentation and strict data protection compliance
Ensure adherence to company policies, processes, and procedures across customer care operations
Monitor schedules and operational forecasts to maintain efficient workflows and service levels
Train, coach, and mentor customer care representatives, supporting performance management and continuous development
Provide inputs on training needs, manpower planning, and operational improvements to senior management
Bachelor s degree in Business, Marketing, or a related discipline

Minimum 3 years of experience in a similar customer care or services management role
Previous exposure to sales or retail environments such as FMCG, department stores, or travel and leisure
Strong communication skills with high accuracy in both Arabic and English
High technical proficiency with strong understanding of premium customer service standards
Commercially driven mindset with excellent problem-solving and influencing skills
Proactive, flexible, and collaborative leader with a positive and energetic approach