Customer Experience & Operations Manager

Customer Experience & Operations Manager at MDLBEAST

We are looking for a proactive and detail-oriented Customer Experience and Operations Manager to lead and support customer experience and operations within the Commercial & Products department at MDLBEAST. In this role, you will manage the call center team, handle complaints, and provide on-ground support during music events. You will also oversee operational tasks related to Purchase Orders, budget monitoring, and governance within the commercial department to ensure exceptional customer service standards.

Responsibilities:

• Lead and manage the call center team to provide high-quality customer service and resolve queries promptly.
• Handle escalated customer complaints and oversee the resolution process.
• Collaborate with cross-functional teams to enhance customer experience touchpoints across various channels.
• Develop and update FAQs and customer service guidelines for team training and consistency.
• Monitor performance metrics related to customer satisfaction and implement necessary improvements.
• Provide hands-on support at customer resolution centers during music and entertainment events.
• Oversee customer service teams on-site to ensure efficient resolution of customer issues.
• Collaborate with event operations teams to address logistical challenges impacting customer experience.
• Manage Purchase Orders for the customer experience team and commercial department, ensuring accuracy and timely processing.
• Monitor departmental budgets and ensure compliance with financial guidelines and limits.
• Assist in governance tasks such as creating reports and ensuring compliance with company policies and procedures.

Job Requirements for Customer Experience & Operations Manager at MDLBEAST

To be considered for the Customer Experience & Operations Manager role at MDLBEAST in the Commercial & Products department, candidates must meet the following criteria:

• Bachelor's degree in Business, Operations, Events, or a related field.
• Excellent written and verbal command of Arabic and English are a must, additional languages are a plus.
• 3+ years of experience in customer service, call center management, or operations within a fast-paced environment.
• Previous experience in managing customer complaints and conflict resolution is preferred.
• Strong organizational and multitasking skills, with a high level of attention to detail.
• Excellent communication and interpersonal skills, with the ability to lead a team and collaborate across departments.
• Proficiency in Microsoft Office (Excel, PowerPoint) and experience with CRM software.
• Experience with event operations is a plus.
• Strong understanding of the entertainment and events landscape, including relevant trends, technologies, and competitors.
• Familiarity with the reseller and affiliate ecosystem, including key players, best practices, and success metrics.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with partners and internal stakeholders.
• Highly organised and detail-oriented, with the ability to manage multiple projects and priorities simultaneously.
• Strong analytical and problem-solving skills, with the ability to identify trends and opportunities within partner accounts and the broader market.
• Self-motivated and results-driven, with a strong desire to exceed expectations and achieve success.
• Adaptable and flexible, with the ability to thrive in a fast-paced, dynamic environment.
• Collaborative and team-oriented, with a willingness to work closely with colleagues across various departments and levels within the organisation.
• A passion for the entertainment and events industry, and a genuine interest in the success of MDLBEAST and its partners.