Customer Experience Assistant Manager

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.

• Own and improve overall CS and CX performance across all central-team markets, covering CSAT, FCR, and complaint rate
• Track performance by market and channel, and take corrective action where results fall short
• Set and maintain the service standards the central team operates to, consistently across every market served
• Produce the performance narrative for central-team markets, with clear cause and clear action
• Ensure improvements hold once implemented, rather than reverting after the review cycle

• Support the Customer Care Sr. Manager on department development initiatives and strategic projects
• Contribute to the design of department-wide operating standards, structures, and ways of working
• Lead assigned work streams end-to-end, from scoping through to embedded adoption
• Build the business case for proposed changes, including benefit, cost, and delivery risk
• Close the loop on every initiative, confirming the intended benefit was actually realised

• Identify and drive cost-reduction and process-efficiency opportunities across the CS technology stack
• Analyse contact drivers and remove avoidable demand at source with the owning function
• Rationalise licences, vendors, and overlapping tools where value is not evidenced
• Quantify and report savings delivered against target, with a clear baseline
• Protect service quality while cost is taken out, and flag early where the trade-off becomes real

• Support evaluation and rollout of CS systems and AI tools across central-team markets, including chatbot, voice bot, and QA tooling
• Partner with Tech and vendor teams on implementation, defect resolution, and enhancement priorities
• Own user acceptance testing, go-live readiness, and post-launch stabilisation for assigned tools
• Drive adoption and correct usage across teams, and track realised benefit against the original case
• Maintain configuration and process documentation so the setup remains auditable and transferable

• Lead, coach, and manage the performance of CS and CX agents and supervisors across central-team markets
• Set clear objectives, run regular performance conversations, and address gaps with structured development plans
• Build capability in the team so improvement work is sustained locally rather than centrally supervised
• Support recruitment, onboarding, and certification for new joiners in the central team
• Model the service behaviours expected of the team, particularly when the operation is under pressure

• Own escalation handling and complaint resolution across central-team markets through to closure
• Set resolution standards, response expectations, and goodwill parameters for escalated cases
• Run root cause analysis on repeat complaint themes and drive the fix with the accountable function
• Ensure escalated customers receive a resolution they recognise as complete, not merely closed in the system
• Report escalation trends and systemic issues into the department review cycle

Bachelor's degree in Business Administration, Management, or a related field

5+ years in customer service or customer experience leadership, including multi-market or central-team exposure

CS platforms (Genesys or Infobip an advantage); process improvement and analytical capability; project delivery; fluent Arabic and English

Founded 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…