Our client is a prestigious global automotive brand renowned for delivering exceptional customer experiences and setting industry benchmarks in innovation, quality, and premium service.
As part of its continued growth and customer-centric transformation, our client is seeking an experienced Customer Relationship Centre (CRC) Team Leader to lead regional customer service operations, drive operational excellence, and champion continuous improvement across multiple markets.
Role Purpose
The CRC Team Leader will be responsible for leading a high-performing Customer Relationship Centre team, ensuring exceptional service delivery, driving strategic customer experience initiatives, and improving operational performance across the regional retailer network.
This role combines people leadership, customer experience management, project delivery, and process improvement to enhance customer satisfaction while supporting business objectives.
Key Responsibilities
Operational Leadership
- Lead, coach, and develop the CRC team to deliver exceptional customer service.
- Drive operational efficiency through workflow optimisation and resource planning.
- Monitor team performance against agreed KPIs and SLAs.
- Manage customer goodwill budgets and related reporting.
- Support the retailer network in delivering best-in-class customer experiences.
- Foster strong relationships between customers and the retailer network.
Strategic Management
- Analyse customer service trends and provide insights to senior management.
- Partner with regional market teams to address market-specific opportunities and challenges.
- Lead digital transformation and customer service improvement initiatives.
- Drive continuous improvement and operational excellence across the regional CRC network.
- Collaborate closely with Sales, Marketing, and Brand teams.
Customer Experience
- Oversee complex customer cases and high-priority escalations.
- Manage mystery shopping programmes and service quality initiatives.
- Implement customer feedback-driven improvements.
- Drive adoption of new customer communication channels and digital engagement tools.
Process & Systems
- Lead CRM enhancements and deployment initiatives.
- Optimise customer case management processes.
- Develop and implement standard operating procedures.
- Promote adoption of digital tools and best practices across markets.
Key Performance Indicators
- Customer Satisfaction (CSAT)
- Case Closure Time
- First Contact Resolution
- Call Quality Scores
- Average Handling Time
- Service Level Compliance
- Call Abandonment Rate
- Outbound Call Performance
- Digital Customer Engagement
- Customer Case Throughput
Requirements
- Minimum 5 years experience within a Customer Relationship Centre or Customer Experience environment.
- Proven experience leading customer service teams.
- Strong analytical and problem-solving skills.
- Experience managing digital transformation or process improvement projects.
- Excellent stakeholder management skills across multiple markets.
- Fluent in English and Arabic.
- Experience using CRM platforms and customer service technologies.
- Knowledge of premium automotive customer service operations is highly desirable.
- Strong communication, organisational, and time management skills.
- Results-driven with the ability to work independently in a fast-paced environment.
What Our Client Offers
- Opportunity to join a prestigious automotive brand with a strong regional presence.
- Leadership role influencing customer experience strategy across multiple markets.
- Exposure to large-scale customer transformation and digital initiatives.
- Competitive compensation and benefits package.
- Professional development and career growth opportunities within an internationally recognised automotive organisation.
- Experience in events management, activations, or creative production, including end-to-end project oversight from concept through execution.
- Team leadership capabilities, including task delegation, performance monitoring, coaching, and conflict resolution.
- Excellent communication and interpersonal skills, with proficiency in presenting ideas, managing expectations, and collaborating across disciplines.
- Solid organizational and time-management skills, with attention to detail and a focus on delivering accurate, high-quality work under tight deadlines.
- Comfort with technology and event-related tools or platforms; ability to quickly learn new systems and workflows.
- Relevant bachelor's degree (e.g., Marketing, Communications, Business, Events Management) or equivalent professional experience.
- Previous experience in the Middle East market and fluency in English; Arabic language skills are an advantage.
Note: Please note that only Arabic-speaking candidates based in the UAE with prior automotive industry experience will be considered.
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