Customer Experience Supervisor

About the role

The Customer Experience Supervisor leads a customer service team while managing the company’s loyalty program. The role ensures high‑quality support, resolves complex issues, and drives initiatives that increase customer retention and advocacy.

Key responsibilities

• Supervise daily customer service operations, assign tasks, and manage shift schedules.
• Identify training needs, coach agents on communication, conflict resolution, and handling difficult customers.
• Monitor calls, chats, and emails for quality assurance and compliance with brand standards.
• Handle escalated customer issues and complaints directly.
• Track and report team KPIs such as First Response Time, First Contact Resolution, and overall satisfaction.
• Oversee loyalty program administration, including member registration, point accrual, and reward redemption.
• Design and launch loyalty campaigns in partnership with Marketing and Sales.
• Analyze purchasing data to segment members and deliver personalized offers.
• Coordinate with IT/Product teams to resolve technical issues on the loyalty platform.
• Manage relationships with external partners for co‑branded rewards, when applicable.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Public Relations or a related field.
• 3‑5 years of customer service experience, with at least 2 years in a supervisory role or managing loyalty/retention programs.
• Professional fluency in English and Arabic (written and spoken) is preferred.
• Strong analytical mindset with the ability to interpret metrics and develop data‑driven loyalty strategies.
• Resilience under pressure and ability to multitask in fast‑paced environments.

Required skills

• Salesforce
• Zendesk

What we offer

• Opportunity to lead a dynamic team and shape the company’s loyalty strategy.
• Collaborative work environment with cross‑functional projects.