Role Purpose:

The Customer Experience Leader is responsible for the end-to-end delivery of Sogemall's customer service programme at the Mall, ensuring that every visitor interaction reflects the highest standards of service quality. The role leads and coaches the Customer Service team, maintains operational discipline at all customer-facing touchpoints, and acts as the primary escalation point for complex visitor concerns in the absence of senior management.

Key Responsibilities & Accountabilities:

• Lead and coordinate the Customer Service team across all shifts, managing scheduling, daily briefings, and performance oversight to ensure continuous coverage of all customer-facing touchpoints.
• Implement and continuously improve the Mall Customer Service Programme in line with Sogemall policies, operational guidelines, and service quality benchmarks.
• Develop, update, and enforce the Customer Service Manual; ensure all team members are trained and compliant with its provisions, including new recruits.
• Act as the primary point of escalation for complex or sensitive visitor complaints; handle routine complaints directly and escalate unresolved matters to the Marketing Manager.
• Supervise call centre operations, monitoring response times, call quality, and resolution rates; report performance metrics to the Marketing Manager on a regular basis.
• Coordinate with the Marketing team to ensure in-mall directories, tenant listings, and promotional materials at Customer Service points are accurate and fully stocked at all times.
• Monitor and report on Gift Card sales performance, ensuring all cash handling procedures are followed in accordance with Company Finance policies.
• Ensure all Customer Service staff maintain consistently high personal presentation standards in accordance with Company grooming and uniform guidelines.
• Conduct regular departmental meetings and performance reviews; provide structured feedback, coaching, and development support to team members.
• Support marketing and promotional events conducted within the mall, coordinating Customer Service team involvement as required.
• Maintain compliance with all Company policies, operational procedures, and applicable Lebanese labour regulations at all times.
  Build and maintain positive working relationships with tenant representatives to support a collaborative mall community.
  
  

Education, Experience and Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related discipline.
• Minimum 3–5 years of progressive experience in customer service management, preferably within retail, hospitality, or mall management. Prior supervisory experience is required. Experience in Lebanon or the broader MENA region is advantageous.
• Microsoft Office (Word, Excel, Outlook), Familiarity with Property.
• Arabic (Native), English (Proficient).
• Prior supervisory experience essential.