Head of Client Experience – Retail (Egypt)

About the role

As the Head of Client Experience you will lead the retail customer experience function for our operations in Egypt. You will be responsible for shaping and continuously improving the end‑to‑end customer journey, ensuring every interaction is seamless and satisfying. This senior role combines strategic oversight with hands‑on leadership of a dedicated team.

Key responsibilities

• Define and implement the overall client experience strategy across all retail touchpoints.
• Analyse customer feedback and journey data to identify improvement opportunities.
• Lead, coach and develop a team of client‑experience professionals.
• Collaborate with cross‑functional partners such as sales, marketing and operations to align initiatives.
• Monitor key performance indicators (KPIs) related to satisfaction, loyalty and service quality.
• Drive a culture of customer‑centricity throughout the organization.

Required profile

• Proven experience in leading client or customer experience functions, preferably in retail.
• Strong leadership and people‑management skills.
• Excellent communication and stakeholder‑management abilities.
• Analytical mindset with a data‑driven approach to decision making.
• Ability to work in a fast‑paced, results‑oriented environment.

Required skills