Head of Customer Operations
Cairo Customer Experience – Customer Experience / Full-Time / On-site We are seeking an enthusiastic Head of Customer Experience to join our rapidly expanding team and revolutionize the process of buying and selling used cars in the Region. In this role, you will have the opportunity to make a significant impact by improving and refining the overall customer experience at Sylndr. Your strategic mindset will be instrumental in devising and implementing customer-centric strategies, guaranteeing that every interaction with our brand surpasses expectations. As the ideal candidate, you possess a profound comprehension of automotive industry trends, customer preferences, and emerging technologies. Drawing upon this knowledge, you will leverage innovative tools and approaches to create extraordinary experiences for our customers. Your responsibilities will encompass shaping and enhancing customer touchpoints throughout their journey, ensuring a seamless and exceptional experience from start to finish. + Develop and implement a comprehensive customer experience strategy that aligns with the company's vision and objectives.
+ Enhance customer journey and touchpoints, analyze and optimize all customer touchpoints across various channels (virtual, physical onsite, and offsite) and interactions to ensure a seamless and positive customer experience throughout the entire customer journey. This involves identifying pain points, removing obstacles, and implementing improvements to deliver an exceptional experience at every stage.
+ Monitor and measure customer satisfaction, and establish mechanisms for monitoring and measuring customer satisfaction, such as customer surveys, feedback systems, and Net Promoter Score (NPS).
+ Drive customer-centric culture, and foster a customer-centric mindset across the organization by promoting a culture that prioritizes customer satisfaction and understands the value of delivering exceptional experiences.
+ Collaborate with internal teams, such as customer success, marketing, inspection, transaction, product development, and operations, to ensure a coordinated approach to delivering a consistent and positive customer experience.
+ Develop customer service standards: Establish and communicate clear customer service standards and expectations to all employees. Define service level agreements (SLAs), performance metrics, and quality assurance measures.
+ Establish mechanisms for capturing, analyzing, and acting upon customer feedback, gathering feedback through different feedback channels, and using insights to drive continuous improvement.
+ Be the advocate for the customer's voice throughout the organization.
Who you are!!
+ Bachelor's degree in business, marketing or any related field. Advanced degree is a plus.
+ Proven track record of successfully developing and implementing customer experience strategies in the automotive or related industry.
+ Extensive knowledge of customer experience principles, methodologies, and best practices.
+ Strong analytical skills with the ability to interpret data and extract actionable insights.
+ Excellent leadership and team management abilities, with experience in leading cross-functional teams.
+ Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
+ Innovative and forward-thinking mindset, with a passion for delivering outstanding customer experiences.
+ Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
