Customer Experience Lead

Job Overview: The Customer Experience Lead will oversee Mazads customer interactions across pre-sale, post-sale, and operations, ensuring a seamless and trustworthy experience for buyers and sellers. The role includes leading the CX team, managing escalations, monitoring service standards, and driving continuous improvements. Working closely with cross-functional teams, the Lead will enhance customer satisfaction, strengthen relationships, and embed a customer-centric culture across the organization.

Qualifications/certifications/skillset :

• Bachelors degree in Business Administration, Marketing, Communications, or a related field (Masters preferred).
• 810 years of progressive experience in customer experience, operations, or client-facing roles, ideally within e-commerce, digital marketplaces, or financial services.
• Fluency in Arabic and English (written and verbal) is required.
• Demonstrated leadership ability with proven experience managing CX/support teams and driving performance.
• Strong knowledge of CX frameworks, service standards, and performance metrics (NPS, CSAT, SLAs).
• Proficiency in CRM systems, reporting dashboards, and customer feedback tools.
• Excellent analytical, problem-solving, and conflict-resolution skills.
• Ability to foster strong customer and stakeholder relationships while aligning CX strategies with business goals.
• Innovative and strategic thinker with a track record of implementing process improvements and customer-centric initiatives.

Duties & Responsibilities:

• Supervise and guide the CX team in handling inquiries, complaints, and escalations across multiple channels (phone, email, chat, and digital platforms).
• Define and implement customer service standards, ensuring alignment with Mazads values, marketplace integrity, and regulatory requirements.
• Act as the escalation point for complex or high-value cases, driving strategic resolutions while safeguarding customer trust and company reputation.
• Drive adoption of a customer-centric culture across the organization through training, coaching, and active stakeholder engagement.
• Oversee daily service levels, turnaround times, SLAs, and ensure timely closure of cases across all pre-sale and post-sale touchpoints.
• Implement dashboards and reporting frameworks for real-time visibility of CX performance metrics (NPS, CSAT, complaint resolution, turnaround times).
• Monitor and optimize refund, return, and dispute-handling processes, coordinating with Finance, Legal, and Product to ensure compliance and timely settlements.
• Ensure smooth reconciliation of payments between buyers, sellers, and Mazad, minimizing disputes and enhancing trust in the marketplace.
• Verify seller compliance with platform policies, including listing quality, delivery standards, and warranty obligations.
• Lead onboarding and training programs for sellers, ensuring adoption of efficient workflows such as bulk listing, automated invoicing, and platform tools.
• Collaborate with Business and Marketing teams to clarify auction terms, service commitments, and marketplace policies for prospective buyers and sellers.
• Establish service-level frameworks for pre-sale inquiries, ensuring clarity, accuracy, and responsiveness before auction participation.
• Support post-sale buyer engagement through structured feedback loops, loyalty programs, and tailored initiatives such as upselling or cross-selling.
• Drive loyalty and retention efforts, including repeat-buyer rewards, trust guarantees, and proactive retention of at-risk customers.
• Collaborate with Finance and Logistics to ensure seamless post-sale processes including settlement, fulfillment, and customer follow-up.
• Build and maintain strong relationships with market place private buyers and sellers, acting as their primary operational point of contact.
• Develop account management practices to enhance seller satisfaction, encourage repeat listings, and reduce churn.
• Engage with key partners, vendors, and service providers to ensure aligned service delivery and value creation.
• Act as a trusted advisor to sellers by sharing insights, best practices, and marketplace intelligence that support their growth on Mazad.
• Represent the CX function in leadership forums and cross-functional meetings, ensuring customer perspectives are integrated into business decisions
• Identify friction points and recurring issues in customer journeys, recommending and executing process and policy improvements.
• Provide actionable insights from customer feedback to influence product design, auction flows, and service enhancements.
• Conduct periodic reviews of CX and operations trends, publishing monthly and quarterly reports with recommendations for leadership.
• Partner with Product, Tech, Legal, and Finance to continuously evolve CX tools, workflows, and platform features.