Community & Quality Assurance Assistant Manager.Customer Engagement Job Jeddah area,Saudi Arabia,Customer Service/HelpDesk

JOB PURPOSE

To lead and oversee the end-to-end customer care operations across call center, Whats App, and social media channels, ensuring timely, consistent, and high-quality customer interactions. The role plays a critical leadership position in acting as the voice of the customer, connecting customer feedback, issues, and insights with internal stakeholders to continuously improve customer satisfaction, loyalty, and brand trust across all touchpoints.

2.

JOB ACCOUNTABILITIES

Lead and manage all customer care channels including inbound and outbound call center operations, Whats App communication, and social media customer handling, ensuring consistent service standards and brand tone across all platforms.

Define and implement customer care strategies, policies, and service standards aligned with the company’s customer experience vision and business objectives.

Oversee workforce planning, performance management, and capability development of customer care teams, including team leaders, agents, and outsourced partners where applicable.

Establish and monitor key performance indicators (KPIs) such as service level, response time, resolution time, customer satisfaction (CSAT), NPS, and complaint resolution effectiveness, driving continuous improvement actions.

Act as the primary bridge between customers and internal teams (operations, digital, marketing, loyalty, IT, and store operations), ensuring customer issues, feedback, and insights are translated into actionable improvements.

Lead the handling of escalations, critical complaints, and reputational risks
, ensuring swift resolution, root cause analysis, and preventive measures.

Leverage customer interaction data and insights to identify recurring issues, experience gaps, and improvement opportunities, contributing to product, process, and policy enhancements.

Ensure compliance with regulatory requirements, data privacy standards, and internal policies
, particularly across recorded calls, digital communications, and social media interactions.

3. JOB DIMENSIONS

Operating Budget: Customer Care operational budget (Call center operations, tools, outsourcing, platforms)
Total No. of Staff: Multi-layer team (Team Leaders, Agents, Quality, Workforce Management; internal and/or outsourced)
Area / Nature of Impact: Customer Satisfaction, Brand Reputation, Loyalty, Complaint Resolution, Operational Excellence

4. KEY WORKING RELATIONSHIPS

(Explain the relationships involved with what type of people and level of communication)

Internal:

Customer Experience & Loyalty
CRM & Digital Channels
Marketing & Communications
Store Operations & Field Teams
IT & Technology
Legal, Compliance & Risk
Senior Management & Executive Leadership

External:

Outsourced call center partners
Social media management agencies
Customer care technology providers (CRM, ticketing, omnichannel platforms)
Regulatory bodies (when required)

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