Customer Success Lead

Role Purpose

The Customer Success Lead is responsible for delivering an outstanding end-to-end customer experience. Serving as the customer advocate at the branch, this position collaborates across departments to oversee service delivery, address concerns, and foster ongoing improvements. The role ensures that operations align with customer expectations to uphold high satisfaction and loyalty levels.

Key Responsibilities

• Serve as the main contact for handling customer escalations within the branch.
• Analyze complaints and take full responsibility for resolving issues promptly in accordance with service standards.
• Oversee the entire post-sales process, including order processing, delivery, installation, and after-sales support, to guarantee a smooth and high-quality customer journey.
• Coordinate effectively with logistics, warehouse, installation, and after-sales teams to ensure operational alignment and timely execution.
• Track key customer success indicators such as resolution times, customer satisfaction scores (CSAT), and Net Promoter Score (NPS), and report these metrics to management for informed decisions.
• Identify root causes of recurring problems and suggest actionable improvements, sharing feedback with central operations and customer experience teams.
• Assist in training frontline employees on best practices for customer service and ensure compliance with company policies, service level agreements (SLAs), and customer commitments.

Experience & Qualifications

• Minimum of four years’ experience in customer service, operations, or customer experience roles, preferably within retail, logistics, or service sectors.
• In-depth understanding of customer service norms and complaint resolution methodologies.
• Strong communication, coordination, and problem-solving capabilities.
• Ability to manage diverse stakeholders in a fast-moving operational environment.
• Proficiency in Microsoft Office; knowledge of CRM and ERP software is advantageous.
• Fluent in both Arabic and English languages.
• A bachelor's degree in business administration, customer experience, information systems, or a related discipline is required; a master's degree is an additional asset.