We are looking for Manager Projects & Customer Excellence plays a pivotal role in leading strategic projects, driving operational improvements, and enhancing customer experience initiatives to support the growth of the iCAUR brand in Saudi Arabia. The primary objective is to ensure the delivery of high-impact projects that elevate customer satisfaction, streamline operations, and strengthen brand performance.
Key Responsibility Areas & Activities:
- Plan, execute, and manage strategic and operational projects aligned with brand objectives.
- Develop comprehensive project plans including timelines, budgets, and deliverables.
- Coordinate across departments (Sales, Aftersales, Marketing, IT, Operations) for flawless execution.
- Monitor project progress, manage risks, and report updates to the Dealer Principal and senior management.
- Ensure timely, budget-conscious, and brand-aligned project delivery.
- Lead initiatives to enhance customer satisfaction and loyalty.
- Oversee tracking and analysis of key performance indicators such as CSI, NPS, and VOC.
- Identify pain points and develop actionable plans to improve service delivery.
- Promote customer-first culture through team coaching and best practice implementation.
- Ensure a consistent and seamless end-to-end customer journey across touchpoints.
- Identify areas to streamline operations, reduce costs, and improve productivity.
- Standardize service and operational processes across all branches for consistency and quality.
- Support deployment of digital tools, CRM systems, and automation initiatives.
- Lead continuous improvement efforts and conduct performance benchmarking.
- Create and maintain dashboards and reporting tools to track project and customer initiatives.
- Present findings, insights, and recommendations to the Dealer Principal and leadership team.
- Support the development and alignment of departmental KPIs with company strategy.
- Regular updates to Dealer Principal and leadership team.
- Ongoing coordination with Sales, Aftersales, Marketing, IT, and Operations teams.
- Engagement with vendors, consultants, and technology partners for successful project execution.
- Internal: Project-related decisions, departmental improvement strategies, and resource alignment in collaboration with leadership.
- External: Coordination and negotiation with third-party vendors and tech partners.
- Managing resource constraints to maintain project timelines and quality.
- Addressing customer pain points and identifying root causes effectively.
- Aligning multiple departments under a common customer experience vision.
- Customer-Centric: Focused on service excellence and value creation.
- Technology-Driven: Embracing digital platforms and CRM tools.
- Dynamic & Cross-Functional: Collaborative across departments and functions.
Qualifications, Experience & Skills:
- Bachelor's Degree in Business Administration, Project Management, Industrial Engineering, or a related field.
- MBA or PMP Certification is an added advantage.
- 35 years of relevant experience in project management, customer experience, or operational improvementpreferably in the automotive or service industry.
- Proven track record of leading cross-functional initiatives with measurable business outcomes.
Skills:
- Strong capabilities in process improvement, CX program management, and performance analysis.
- Proficiency in CRM platforms, project management tools, and digital transformation solutions.
- Excellent communication, leadership, and stakeholder management skills.
