Customer Experience Manager

About Bosta:

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

About the role:

We are seeking a highly skilled and motivated Customer Experience Manager to join our team. As the Customer Experience Manager, you will play a critical role in leading and overseeing two teams: the Operations Investigation and Fleet Investigation teams.

What you will do:

• Team Leadership: Provide leadership, guidance, and support to the Operations Quality Team, the Fleet Quality Team. Foster a culture of teamwork, accountability, and continuous improvement
• Performance Monitoring and Reporting: Establish CX strategies and key performance indicators (KPIs) to measure the performance of the customer experience, quality, and investigations teams. Regularly assess team performance, provide feedback, and present reports to senior management
• Operations Quality Management: Oversee the Operations Quality Team, ensuring that operational processes and procedures are in place to deliver exceptional customer experience. Monitor and analyze customer feedback, identify areas for improvement, and implement strategies to enhance customer satisfaction
• Fleet Quality Management: Oversee the Fleet Quality Team in maintaining high standards for the shipping fleet. Establish quality control measures, conduct audits, and collaborate with relevant stakeholders to address any quality issues or concerns
• Investigations Team Management: Oversee the Investigations Team responsible for handling cases related to lost and damaged items. Ensure timely and thorough investigations, documentation, and resolution of customer claims. Implement preventive measures to minimize future incidents
• Continuous Improvement: Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality management. Identify opportunities for process optimization, recommend and implement solutions, and monitor the impact of implemented changes
• Cross-functional Collaboration: Collaborate with other departments, such as Operations, Logistics, and Customer Service, to ensure seamless coordination and alignment of customer experience initiatives. Foster effective communication and cooperation between teams
• Compliance and Regulatory Requirements: Ensure compliance with industry regulations, company policies, and relevant legal requirements related to customer experience, quality management, and investigations
  
  
  

Who are you:

• 5 + years of experience in customer experience management “in a managerial role”, within the logistics or e-commerce industry
• Strong leadership skills and experience in managing teams. Ability to inspire, motivate, and develop team members
• Excellent problem-solving and analytical abilities, with a focus on identifying root causes and implementing effective solutions
• Exceptional communication and interpersonal skills, with the ability to interact with stakeholders at all levels
• Solid understanding of quality management principles and methodologies
• Experience in managing investigations and handling customer claims related to lost and damaged items
• Knowledge of relevant industry regulations and compliance requirements
• Strong organizational and project management skills, with the ability to prioritize and manage multiple tasks simultaneously
• Proficiency in using relevant software applications and tools for data analysis and reporting
  
  
  

If you are a customer centric, customer-focused, and results-driven professional with a passion for driving excellence in customer experience management, we encourage you to apply!