Customer Excellence Manager

Digital transformation solutions provider for industrial operations, helping manufacturers improve efficiency, safety, and decision-making through real-time data, automation, and integrated software tools.Service Delivery & Maintenance Operations: Lead and oversee the delivery of technical support and maintenance services.Supervise a team of engineers and service professionals, ensuring high service standards.Develop and maintain proactive maintenance schedules to reduce client downtime.Work closely with clients to tailor support based on their operational needs.Quality Assurance & Process Optimization: Monitor performance metrics and implement continuous improvement initiatives.Conduct service review meetings with clients to gather feedback and refine offerings.Introduce best practices to elevate the overall quality of service.Team Management & Development: Hire, train, and coach customer service staff.Lead performance management and professional development efforts.Foster a collaborative, customer-focused team culture.Client Engagement & Retention: Act as the primary point of contact for post-sale client issues.Build trusted relationships with key stakeholders.Anticipate and resolve client concerns to support retention.Data Management & Reporting Tools: Maintain accurate documentation of client interactions and service activities.Provide regular reports on service delivery and customer satisfaction.Use CRM and service platforms to monitor progress and track KPIs.Bachelor's degree in Engineering or a related discipline.10+ years of experience in customer service or maintenance management within a digital, technical, or industrial environment.Strong team leadership and communication skills.Proficient in CRM and maintenance software.Fluent in English; Arabic is strongly preferred. #J-18808-Ljbffr