Customer Experience Assistant Manager

Job Purpose:The Customer Experience Assistant Manager supports the strategic development of the Customer Service department across all CS functions for the markets served by the central team, not customer experience alone. The role drives service excellence and operational performance while contributing directly to department-wide improvement work, covering cost reduction, systems optimisation, and the adoption of AI tools. It carries both a delivery mandate for central-team markets and a development mandate for the department as a whole.

Key Responsibilities

CS and CX Performance Across Central-Team MarketsOwn and improve overall CS and CX performance across all central-team markets, covering CSAT, FCR, and complaint rateTrack performance by market and channel, and take corrective action where results fall shortSet and maintain the service standards the central team operates to, consistently across every market servedProduce the performance narrative for central-team markets, with clear cause and clear actionEnsure improvements hold once implemented, rather than reverting after the review cycleDepartment Development and Strategic ProjectsSupport the Customer Care Sr. Manager on department development initiatives and strategic projectsContribute to the design of department-wide operating standards, structures, and ways of workingLead assigned workstreams end-to-end, from scoping through to embedded adoptionBuild the business case for proposed changes, including benefit, cost, and delivery riskClose the loop on every initiative, confirming the intended benefit was actually realisedCost Reduction and Process EfficiencyIdentify and drive cost-reduction and process-efficiency opportunities across the CS technology stackAnalyse contact drivers and remove avoidable demand at source with the owning functionRationalise licences, vendors, and overlapping tools where value is not evidencedQuantify and report savings delivered against target, with a clear baselineProtect service quality while cost is taken out, and flag early where the trade-off becomes realSystems, AI Tools, and Vendor PartnershipSupport evaluation and rollout of CS systems and AI tools across central-team markets, including chatbot, voice bot, and QA toolingPartner with Tech and vendor teams on implementation, defect resolution, and enhancement prioritiesOwn user acceptance testing, go-live readiness, and post-launch stabilisation for assigned toolsDrive adoption and correct usage across teams, and track realised benefit against the original caseMaintain configuration and process documentation so the setup remains auditable and transferableTeam Leadership and CoachingLead, coach, and manage the performance of CS and CX agents and supervisors across central-team marketsSet clear objectives, run regular performance conversations, and address gaps with structured development plansBuild capability in the team so improvement work is sustained locally rather than centrally supervisedSupport recruitment, onboarding, and certification for new joiners in the central teamModel the service behaviours expected of the team, particularly when the operation is under pressureEscalation and Complaint OwnershipOwn escalation handling and complaint resolution across central-team markets through to closureSet resolution standards, response expectations, and goodwill parameters for escalated casesRun root cause analysis on repeat complaint themes and drive the fix with the accountable functionEnsure escalated customers receive a resolution they recognise as complete, not merely closed in the systemReport escalation trends and systemic issues into the department review cycleQualifications & Experience :EducationBachelor's degree in Business Administration, Management, or a related fieldExperience5+ years in customer service or customer experience leadership, including multi-market or central-team exposureSkillsCS platforms (Genesys or Infobip an advantage); process improvement and analytical capability; project delivery; fluent Arabic and EnglishAbout Floward :Floward Life PageFloward CorporateFounded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion. We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes, cakes and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.