🚀 Customer Excellence Manager

Digital transformation solutions provider for industrial operations, helping manufacturers improve efficiency, safety, and decision-making through real-time data, automation, and integrated software tools.

Service Delivery & Maintenance Operations:

• Lead and oversee the delivery of technical support and maintenance services.
• Supervise a team of engineers and service professionals, ensuring high service standards.
• Develop and maintain proactive maintenance schedules to reduce client downtime.
• Work closely with clients to tailor support based on their operational needs.

Quality Assurance & Process Optimization:

• Monitor performance metrics and implement continuous improvement initiatives.
• Conduct service review meetings with clients to gather feedback and refine offerings.
• Introduce best practices to elevate the overall quality of service.

Team Management & Development:

• Hire, train, and coach customer service staff.
• Lead performance management and professional development efforts.
• Foster a collaborative, customer-focused team culture.

Client Engagement & Retention:

• Act as the primary point of contact for post-sale client issues.
• Build trusted relationships with key stakeholders.
• Anticipate and resolve client concerns to support retention.

Data Management & Reporting Tools:

• Maintain accurate documentation of client interactions and service activities.
• Provide regular reports on service delivery and customer satisfaction.
• Use CRM and service platforms to monitor progress and track KPIs.

• Bachelor's degree in Engineering or a related discipline.
• 10+ years of experience in customer service or maintenance management within a digital, technical, or industrial environment.
• Strong team leadership and communication skills.
• Proficient in CRM and maintenance software.
• Fluent in English; Arabic is strongly preferred.