CS Manager of Business Process Innovation

Keeta; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading company in the FMCG sector seeks a CS Manager of Business Process Innovation to enhance customer service experiences across the region. The ideal candidate will design effective service journeys, manage a large team, and optimize processes based on customer feedback, catering to the unique needs of Saudi customers. Fluency in Arabic and English is essential.

Qualifications

• Knowledge of the takeaway industry and current market demands.
• Experience in service process design and customer experience management.
• Familiar with service rules for customers, merchants, and riders.

Responsibilities

• Output service rules for users, merchants, and riders.
• Design the service journey from AI to manual service.
• Develop customer service processes and tactics.

Skills

Data Analysis

Problem-Solving

Communication

Collaboration

Job description

CS Manager of Business Process Innovation

1. Output service rules for the takeaway industry, including the user side, merchant side, and rider side, to ensure a balanced experience on all three sides.
2. Design the entire service journey from AI customer service to manual customer service, including service routing, layering, risk control, etc.
3. Develop takeaway journeys and scenarios aligned with Saudi customers' habits, providing applicable service processes, solutions, and communication tactics.
4. Focus on frontline customer service in the customer service center, ensuring processes are clear, concise, and easy to operate, with continuous optimization to improve resolution rates.
5. Analyze service data and customer feedback to identify pain points and suggest improvements to reduce issues.

6. Manage a team of approximately 400 agents across multiple regions in the Middle East.
7. Collaborate on business opportunities, focusing on experience, and participate in strategy formulation and optimization.
8. Foster a positive organizational atmosphere, promote collaboration, and encourage cross-national and cross-cultural exchange.

Desired Candidate Profile

1. Knowledge of the takeaway industry and current market demands; familiar with service rules for customers, merchants, and riders.
2. Experience in service process design and customer experience management throughout the service journey.
3. Strong data analysis, problem-solving, communication, and collaboration skills; able to identify issues and propose solutions.
4. Customer-centric mindset with a service-oriented attitude.
5. Rigorous, practical work ethic, strong sense of responsibility, and willingness to travel across countries.
6. Experience in the Middle East market; proficiency in Arabic and English is required.

Company Industry

• FMCG
• Foods
• Beverages

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• CS Manager Of Business Process Innovation

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