Worood, a leading international modest hijab brand is hiring Customer Satisfaction Manager

The manager will oversee both the Social Media Moderation Team and the Call Support Team

Key Responsibilities

1. Strategy Development & Global Customization

Develop and implement customer support and retention strategies customized to meet the needs of a global audience.

Align all customer interactions with the brands tone, voice, and cultural sensitivities.

Continuously develop templates and scripts for social media moderation and call support, ensuring they evolve to reflect customer needs and the brands identity.

2. Social Listening & Collaboration

Implement and lead social listening practices across all social media platforms to identify trends, concerns, and customer feedback.

Collaborate with the marketing team to gather and analyze customer insights from social media channels, ensuring feedback loops are used to enhance both customer support and brand strategies.

Proactively engage with the audience on social media to foster a positive brand image and address concerns promptly.

3. Customer Retention & Crisis Management

Develop and execute effective customer retention strategies to foster loyalty and enhance satisfaction.

Proactively identify potential issues and implement solutions to prevent escalations.

Manage crises and escalated cases professionally, turning negative situations into positive outcomes while safeguarding the brands reputation.

4. Team Supervision & Daily Operations

Oversee the Social Media Moderation Team and Call Support Team to ensure smooth daily operations.

Monitor and ensure consistent, high-quality responses across all channels, tailored for different regions and audiences.

5. Performance Monitoring & Team Development

Measure team performance using established KPIs and provide regular feedback, training, and coaching.

Set clear goals for team members and support their development to achieve individual and departmental objectives.

6. Content & Resource Development

Continuously develop and refine scripts, templates, and FAQs for customer interactions to ensure clarity, efficiency, and alignment with the brands tone and values.

7. Data Analysis & Strategic Improvement

Compile and analyze data from support, retention efforts, and social media to assess performance and identify areas for improvement.

Collaborate with senior management to enhance customer satisfaction and service strategies.

Qualifications

Proven experience in customer satisfaction or customer support & leadership/managerial experience in a related role.

Proficiency in both English and Arabic (written and spoken) to communicate effectively with diverse audiences.

Strong understanding of social listening practices, customer retention strategies, and crisis management.

Experience collaborating with marketing teams to leverage customer insights and feedback.

Proven ability to lead diverse teams, including social media moderation and call support staff.

Excellent communication and interpersonal skills, with a focus on conflict resolution and customer advocacy.

Proficiency in data analysis, KPI tracking, and reporting.

Familiarity with social media platforms, customer engagement strategies, and resource creation (templates/scripts).

What We Offer

A dynamic and inclusive environment in a globally recognized modest fashion brand.

Opportunities for growth and professional development in an international setting.

The chance to make a meaningful impact by shaping customer satisfaction and retention strategies for a global audience.

Location: New Cairo

Hybrid