Job Description
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.
