Customer Experience Operations Senior Manager

• Develops sustainable strategies that support investment, provider and employer of choice.
• Ensure high level of technical expertise and services in the fields of Customer Care and continuous improvement.
• Ensure that the department is strictly following the Continuous Improvement methodology (GEMBA, PDCA, LEAN, ETC…)
• Formulate and communicate Customer Care policies, performance measures and voice of the customer to the Country Manager
• Support the development of the Customer Experience Strategy of the Carrefour by primary market research, internal consulting, business analysis, and projects in all Customer Care functions.
• Create flow mapping for the existing customer journeys and support in the future one.
• Prioritize enhancements following the 80/20 rules.
• Ensure all strategies are aligned with the four pillars (motivate people, customer at heart, loyal customers and cost-efficient department).
• Develop, install and embed the continuous improvement culture within the department. Train and mentor the team members on contributing towards this vision.

REQUIREMENTS

• Bachelor's degree in business management.
• 7-10 years in managing Customer Care, VOC.
• Certified six sigma & Project Management.
• English & Arabic Languages (Full professional proficiency - Required).
• Deep knowledge and understanding of Customer experience tools (NPS, VOC, CSAT, CES, etc.…).
• Expert in Customer data analysis and insights.