Job Title:

Customer Experience Manager with Arabic

Job Description

The role

As CX Manager you will lead a consulting team for BFSI&Telco&Retail industry and/or in the CX to analyze the business processes and supporting data of internal and external clients, assess current performance levels and identify opportunities for improvement. You will report to our Regional Director

What you need to have is?

Bachelor's degree in related field from a four-year college or university with five or more years of related consulting or analytical experience; orEquivalent combination of education and experienceGuide and manage large-scale business transformation projects and associated customer relationshipsDevelop growth and business strategies based on analysis of the customer experienceRecognized as an expert in consulting field, knowledgeable of new trends and industry best practicesExperience with contact centers and self-service channelsExperience in the following sectors: BSFI (Banking, FS, Insurance), Telco, RetailExperience in Customer strategy/CX rolesExperience with PowerPoint and Excel (can maintain complex spreadsheets), and PowerBI,Technology project delivery and exposure to CX tech (e.g. Contact Centre as a Service) or broader technology experience (AI based solutions would be advantageous)Oral and written fluency in English English & ArabicExperience of a data analysis methodology, desired Green or Black Belt Six Sigma certificationLean Methodology experienceMinimum 5 years' experience in consulting, customer relationship management, analytical analysis

Responsibilities:

Definition and redesign of Customer strategy (relational ambition, relational posture, organization of customer relationship activities, realization of benchmark / strategic studies, etc.)Definition, design and optimization of omnichannel customer journeysSupport for the opening of new relational channels (chat, bot, etc.) and deployment of these solutionsDefine outsourcing strategyRedesign / optimization of commercial acquisition systemsContribute to our business development actionsAs Experience interpreting and responding to customer requests, you will deliver presentations and workshops to clients, and to internal team members.Lead multiple, simultaneous consulting engagements with clients on business operations and performance improvement programsUse structured problem solving skills to develop a work plan and approach to answer business questions in the defined timelineDevelop new insights and understanding of our performance based on data and statistical methods

Location:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

English

Time Type:

Full time

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