Customer Excellence Manager

Customer Excellence Manager

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Customer Excellence Manager
"

1. Main Job Purpose

The Customer Service Manager is accountable for creating and maintaining a world-class customer experience ecosystem
that strengthens customer loyalty, drives repeat business, and supports commercial growth. The role manages five critical areas:

1. Call Center (Inbound & Outbound):
   Efficient management of customer queries, service requests, spare parts, and proactive engagement calls.
2. Tele-Sales:
   Driving incremental revenue through proactive customer contact, upselling, cross-selling, and lead conversion.
3. CRM:
   Managing customer data integrity, ensuring accurate reporting, and enabling insights for business growth.
4. Complaints Management:
   Delivering swift and fair resolutions while ensuring root cause analysis and systemic improvements.
5. Quality Assurance:
   Monitoring service quality, coaching teams, and ensuring compliance with service excellence standards.

The role bridges
Sales, Aftersales, Marketing, and Supply Chain
to guarantee a
seamless 360° customer journey
.

2. Key Responsibilities

Overall Customer Service Leadership

• Develop the
  Customer Experience Strategy
  aligned with company objectives.
• Define departmental KPIs, SLAs, and annual budgets.
• Establish
  customer-centric policies and service level agreements (SLAs)
  .
• Regularly review and optimize
  customer journey mapping
  .
• Represent the "Voice of the Customer" at executive management meetings.
• Lead, coach, and mentor team leaders (Call Center, Tele-Sales, CRM, Complaints, Quality).
• Introduce
  digital innovation
  : AI chatbots, omnichannel service (WhatsApp, social media, live chat).
• Conduct
  quarterly competitor benchmarking
  to keep service competitive.

A. Call Center (Inbound & Outbound)

• Manage operations
  7 days a week
  with SLA-driven inbound & outbound handling.
• Ensure call routing (IVR/ACD) provides
  ≤30 seconds wait time
  .
• Oversee
  inbound calls
  : warranty claims, service bookings, spare parts, order tracking.
• Manage
  outbound calls
  : renewal reminders, post-service feedback, seasonal promotions.
• Standardize
  call scripts, escalation paths, and knowledge base articles
  .
• Measure
  Agent Productivity
  : calls per day, average handling time (AHT), adherence to schedule.
• Coordinate with
  Supply Chain
  to provide accurate delivery timelines during calls (Delivery of Product Timing).

B. Tele-Sales

• Build and execute
  tele-sales strategies
  targeting retail, B2B fleets, and distributors.
• Manage dedicated tele-sales teams with daily/weekly revenue targets.
• Align tele-sales with
  marketing campaigns
  (new product launches, promotions).
• Use
  CRM-based lead allocation
  and ensure proper follow-up.
• Provide agents with sales scripts, objection handling guides, and incentive programs.
• Track tele-sales
  conversion rates, sales per call, revenue contribution
  .

C. CRM (Customer Relationship Management)

• Own the
  CRM platform governance
  (data quality, access rights, workflows).
• Ensure
  real-time logging of 100% interactions
  (calls, visits, complaints).
• Design
  customer segmentation models
  (VIP, fleet, distributor, retail).
• Use CRM to generate
  predictive analytics
  (customer churn, lifetime value).
• Integrate CRM with
  ERP, Aftersales, and Marketing Automation tools
  .
• Produce
  weekly dashboards
  : sales pipeline, churn rates, complaint analysis.
• Train employees on CRM best practices and enforce
  data accuracy ≥ 99%
  .

D. Complaints Management

• Create a
  multi-channel complaint intake system
  (phone, email, social media, website).
• Define
  tiered escalation levels
  (service team → department manager → executive).
• Ensure
  acknowledgment within 24h
  and closure within SLA.
• Conduct
  root cause analysis
  on recurring issues, with corrective actions.
• Provide compensation / goodwill offers for critical cases (within authority).
• Report
  monthly complaint trends
  and ensure preventive actions.
• Establish
  customer recovery processes
  (follow-up surveys post-resolution).

E. Quality Assurance

• Develop
  Customer Service Quality Framework
  (KPIs, audit scores, training).
• Conduct
  weekly call monitoring audits
  for all agents.
• Create
  quality scorecards
  for each service function.
• Standardize
  customer scripts, FAQs, and escalation templates
  .
• Design
  mystery customer programs
  to test service quality.
• Run
  quarterly training sessions
  for call handling, soft skills, and product knowledge.
• Drive
  Voice of Customer (VoC) programs
  via CSAT, NPS, and CES (Customer Effort Score).
• Benchmark against
  ISO Complaints Handling)
  and
  ISO Customer Contact Centers)
  standards.

3. Qualifications

• Bachelor's in
  Business, Marketing, or Communications
  .
• MBA or professional certification in
  Customer Experience Management (CEM), CRM, or Call Center Management
  preferred.
• 10–15 years of experience
  in customer service with
  5+ years managerial
  in automotive/heavy equipment/FMCG.
• Advanced knowledge of
  CRM, tele-sales, call center systems, complaints handling frameworks
  .
• Multilingual (Arabic & English required; French is a plus).

4. Personal Skills

• Excellent leadership, coaching, and team-building skills.
• Strong negotiation, conflict resolution, and persuasion.
• High emotional intelligence (empathy + resilience).
• Analytical, structured, and process-oriented.
• Ability to thrive in
  high-pressure environments
  .
• Strategic thinker with hands-on operational capability.

5. Technical Skills

• Call Center Workforce Management (WFM).
• Tele-sales campaign design.
• CRM data analytics & segmentation.
• Complaint resolution models (5 Whys, Fishbone, RCA).
• Service Quality Auditing & Scorecards.
• Proficiency in
  Excel, Power BI, Tableau
  .
• Knowledge of
  ISO, COPC, and customer service benchmarking frameworks
  .