Job Description
JOB PURPOSE
To lead and oversee the end-to-end customer care operations across call center, WhatsApp, and social media channels, ensuring timely, consistent, and high-quality customer interactions. The role plays a critical leadership position in acting as the voice of the customer, connecting customer feedback, issues, and insights with internal stakeholders to continuously improve customer satisfaction, loyalty, and brand trust across all touchpoints.
- JOB ACCOUNTABILITIES
- Lead and manage all customer care channels including inbound and outbound call center operations, WhatsApp communication, and social media customer handling, ensuring consistent service standards and brand tone across all platforms.
- Define and implement customer care strategies, policies, and service standards aligned with the company's customer experience vision and business objectives.
- Oversee workforce planning, performance management, and capability development of customer care teams, including team leaders, agents, and outsourced partners where applicable.
- Establish and monitor key performance indicators (KPIs) such as service level, response time, resolution time, customer satisfaction (CSAT), NPS, and complaint resolution effectiveness, driving continuous improvement actions.
- Act as the primary bridge between customers and internal teams (operations, digital, marketing, loyalty, IT, and store operations), ensuring customer issues, feedback, and insights are translated into actionable improvements.
- Lead the handling of escalations, critical complaints, and reputational risks, ensuring swift resolution, root cause analysis, and preventive measures.
- Leverage customer interaction data and insights to identify recurring issues, experience gaps, and improvement opportunities, contributing to product, process, and policy enhancements.
- Ensure compliance with regulatory requirements, data privacy standards, and internal policies, particularly across recorded calls, digital communications, and social media interactions
- JOB DIMENSIONS
Operating Budget:
Customer Care operational budget (Call center operations, tools, outsourcing, platforms)
Total No. of Staff:
Multi-layer team (Team Leaders, Agents, Quality, Workforce Management; internal and/or outsourced)
Area / Nature of Impact:
Customer Satisfaction, Brand Reputation, Loyalty, Complaint Resolution, Operational Excellence
- KEY WORKING RELATIONSHIPS
(Explain the relationships involved with what type of people and level of communication)
Internal:
- Customer Experience & Loyalty
- CRM & Digital Channels
- Marketing & Communications
- Store Operations & Field Teams
- IT & Technology
- Legal, Compliance & Risk
- Senior Management & Executive Leadership
External:
- Outsourced call center partners
- Social media management agencies
- Customer care technology providers (CRM, ticketing, omnichannel platforms)
- Regulatory bodies (when required)
Skills Description
Qualifications:
Bachelor's degree in Business Administration, Customer Experience, Communications, Marketing, or a related field. Master's degree is a plus.
Professional Certifications:
Customer Experience (CX), Contact Center Management, or Service Excellence certifications are preferred. CRM or omnichannel platform certifications are an advantage.
Experience:
Minimum
4-6 years of experience in customer care, contact center operations, or customer experience roles, preferably within retail, grocery, FMCG, or high-volume consumer environments in KSA or GCC.
Key Competencies:
- Customer-centric leadership
- Omnichannel customer care management
- Call center & digital service operations
- Stakeholder management & cross-functional collaboration
- Complaint & escalation management
- Data-driven decision making
- Service quality & continuous improvement
- Strong communication and influence skills
- Crisis and reputational risk handling
