Lavndry is a forward-thinking company reshaping the laundry service sector in Saudi Arabia, with a focus on innovation and growth. As Sr. Customer Operations Manager, you will lead and oversee three critical functions: Customer Care, Client Success, and Customer Experience. Your role will be pivotal in ensuring customer satisfaction, loyalty, and engagement through streamlined operations and a customer-centric approach. Reporting to the Chief Commercial Officer, this role offers an opportunity to contribute to a fast-growing organization by driving exceptional service standards and enhancing the overall customer journey. If you feel ready to lead transformative initiatives and make a significant impact, we’d love to hear from you.

Responsibilities:

1. Oversee and manage the Customer Care, Client Success, and Customer Experience teams to deliver exceptional service and ensure operational excellence.
2. Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
3. Establish and refine Standard Operating Procedures (SOPs) for all customer-facing operations to ensure consistency and efficiency.
4. Lead efforts to enhance the end-to-end customer journey, addressing pain points and optimizing touchpoints across all regions in Saudi Arabia.
5. Collaborate with cross-functional teams to align customer operations with broader business objectives.
6. Monitor and analyze customer feedback, complaints, and satisfaction metrics to drive continuous improvement.
7. Implement tools and systems to enhance customer engagement and streamline service delivery.
8. Provide leadership and mentorship to the customer operations team, fostering a culture of accountability and customer focus.
9. Deliver regular insights and reports to the Chief Commercial Officer on customer trends, challenges, and opportunities.

Preferred Candidate:

1. Strong understanding of customer care, client success, and customer experience principles.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal abilities.
4. Analytical mindset with a focus on data-driven decision-making.
5. Ability to work under pressure and handle multiple tasks simultaneously.
6. Proficiency in customer relationship management (CRM) software.
7. Strong problem-solving skills and a proactive approach to challenges.
8. Flexibility to adapt to changing business needs and environments.
9. Commitment to continuous professional development and improvement.
10. Fluency in both English and Arabic is preferred.

Skills

• Strong knowledge of customer service principles and practices.
• Experience with operational management in the hospitality sector.
• Proficient in CRM software and data analysis tools.
• Exceptional communication and negotiation skills.
• Ability to lead and motivate a diverse team.
• Strong organizational and time management abilities.
• Capability to analyze customer feedback and implement improvements.
• Understanding of budget management and financial reporting.