Customer Service Performance & First Choice Manager – MENA

About the role

We are looking for a Customer Service Performance & First Choice Manager to lead performance initiatives and voice‑of‑customer analysis across the MENA region. Reporting to the MENA CS Performance Senior Manager, you will ensure operational excellence and continuous improvement in service delivery.

Key responsibilities

• Assist in implementing and monitoring KPIs for customer service across the MENA region.
• Analyse performance data, produce actionable insights and develop dashboards for real‑time reporting.
• Drive corrective actions and improvement plans to exceed customer expectations.
• Identify best practices and support knowledge sharing across country teams.
• Coordinate deployment and utilisation of First Choice tools and the “Voice” system, aligning them with regional objectives.
• Gather and analyse customer feedback from surveys and other channels to spot trends and pain points.
• Collaborate with service teams to design and implement strategies that enhance the customer journey.
• Present structured analyses and propose solutions or programmes that meet customer needs.
• Evaluate business processes, explore alternative approaches and recommend feasible improvements.

Required profile

• Proven experience in customer service performance management or similar analytical roles.
• Strong analytical mindset with ability to translate data into clear recommendations.
• Excellent communication skills to work with regional and country stakeholders.
• Familiarity with performance dashboards, KPI tracking and continuous‑improvement methodologies.

Required skills