Complaints & CX Manager

The Complaint & Customer Experience (CX) Manager is responsible for leading end-to-end complaint management and driving continuous improvement across the customer journey. The role acts as the voice of the customer, ensuring customer issues are resolved effectively while transforming complaint insights into strategic CX enhancements that improve customer satisfaction, retention, and brand trust.

The position requires strong leadership, analytical thinking, and exceptional communication skills to manage sensitive cases, influence senior stakeholders, and embed a customer-centric culture across the organization.

• Deep understanding of end-to-end customer journey mapping
• Proven experience in complaint governance, escalation models, and SLA management
• Ability to differentiate between operational complaints vs. systemic CX issues
• Strong background in root cause analysis (RCA) and corrective/preventive action (CAPA)

• Ability to translate complaints data into actionable CX improvement initiatives
• Experience in building and managing VOC programs (complaints, NPS, CSAT, CES)
• Capability to design CX frameworks, playbooks, and standards
• Strong business acumen to balance customer advocacy with cost, risk, and policy

• High proficiency in CX KPIs and dashboards (complaint trends, repeat drivers, aging, SLA breaches)
• Ability to tell a clear story from data for senior stakeholders
• Comfortable working with CRM, case management systems, and reporting tools
• Experience linking CX outcomes to retention, loyalty, and revenue impact

• Proven ability to lead, coach, and develop complaint/CX teams
• Capability to manage high-pressure situations and emotionally charged cases
• Strong delegation, ownership mindset, and follow-through
• Ability to build a culture of accountability, learning, and customer centricity

• Excellent communication with senior leadership, operations, legal, and frontline teams
• Ability to challenge constructively and push for change without conflict
• Strong negotiation and alignment skills across multiple business units
• Confidence to represent the customer voice at executive and committee levels

• Strong understanding of regulatory, compliance, and audit requirements
• Ability to manage sensitive cases (legal, reputational, regulatory)
• Experience setting up policies, SOPs, and escalation matrices
• High ethical standards and confidentiality awareness

• Exposure to automation, AI, chatbots, self-service, or CRM enhancements
• Ability to re-engineer complaint journeys for speed, transparency, and scalability
• Continuous improvement mindset using design thinking

• Customer-centric but firm and objective
• High emotional intelligence and resilience
• Ownership mindset ("I fix, not escape blindly")
• Structured, proactive, and solution-oriented
• Credible, calm, and trusted by leadership
• Languages:
  
  Arabic:
  Fluent - English:
  Professional (Written & Spoken)
• MS office:
  Expert

• Demonstrated ability to work collaboratively across multiple departments (Operations, Aftersales, Sales, Legal, Compliance, IT, Call Center, and Marketing) to resolve complex customer issues and drive systemic improvements
• Strong capability to align conflicting priorities while maintaining a customer-centric and commercially balanced approach
• Proven experience in influencing without direct authority to secure ownership, timely actions, and sustainable solutions
• Ability to build trusted working relationships with internal and external stakeholders, including senior leadership and regulators
• Acts as a connector and facilitator, ensuring end-to-end accountability rather than siloed problem-solving

• Define, implement, and continuously refine CX and complaint-related KPIs aligned with business objectives and customer promise
• Establish clear performance measures across the complaint lifecycle, including SLA adherence,…