Customer Care Manager

About the role

The Customer Care Manager is responsible for directing, coordinating and improving the performance of the Customer Care team at City Edge. Working across the New Cairo Sales Center and the Head Office in El Sheikh Zayed, the role ensures excellent service, drives customer loyalty and supports the company’s client‑centric strategy.

Key responsibilities

• Lead department performance reviews, capacity planning and system audits.
• Develop and manage the business customer portfolio and loyalty reward programmes.
• Monitor and improve customer evaluations, service standards and SLA/CSAT compliance.
• Train representatives on new software, products, promotions and service procedures.
• Own customer complaints, guide the team to resolution and ensure adherence to policies.
• Design and implement service procedures, policies and quality standards.
• Track marketing metrics, conversion rates and web analytics to inform strategy.
• Select and oversee software tools that meet departmental needs.
• Support VOC (voice‑of‑customer) initiatives and contribute to the overall customer‑centric strategy.

Required profile

• Proven experience managing customer service or call‑center teams.
• Strong analytical and problem‑solving abilities.
• Ability to develop and execute loyalty programmes and service policies.
• Excellent communication and coaching skills.
• Strategic mindset aligned with corporate objectives.

Required skills