Senior Manager – Process Development & Programs, Customer Service (MENA)

About the role

We are looking for a Senior Manager to lead the design, standardisation and continuous improvement of Customer Service processes across the MENA region. You will ensure world‑class service delivery at every customer touchpoint while supporting the company’s strategic objectives.

Key responsibilities

• Lead the design, harmonisation and documentation of Customer Service processes, standards and reference guides for the MENA region.
• Identify best practices, recommend improvements and drive digitalisation initiatives to eliminate manual, redundant steps.
• Manage end‑to‑end delivery of regional Customer Service programmes and projects, defining plans, timelines, resources and risk mitigation.
• Act as the Customer Service lead for cross‑functional projects and represent regional priorities in global forums.
• Collaborate with country and regional stakeholders to align initiatives with business objectives and drive cost‑efficiency.
• Support governance through audits, performance reviews and Centre of Excellence certification activities.

Required profile

• Proven experience in process development, standardisation and continuous improvement within a customer‑service or logistics environment.
• Strong project‑management skills with a track record of delivering complex, cross‑functional programmes.
• Excellent stakeholder‑management and communication abilities, capable of influencing at regional and global levels.
• Analytical mindset with a focus on data‑driven decision making and service excellence.

Required skills