Channels Manager

As a Channels Manager, you will have a significant impact on our both efficiency and experience. You’ll be expected to manage all digital and alternative channels, aiming to reduce need to seek help as well as improve experience. Key responsibilities include:

Manage the design and implementation of all customer channels including IVR, website help/FAQ's, chat...etc. Drive contact rate reduction as well customer satisfaction Communicate effectively with key stakeholders cross-functionally to ensure full alignment on content and workflows Implement Omni-channel strategy ensuring best-in-class customer experience.

Requirement Summary: The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications include: 5+ years of work experience in a customer facing environment Proven track record in channel management Understanding of Omni-channel and industry best-practices Excellent analytical skills with an actual experience in strategic decision making and problem solving Ability to develop a process map and identify areas for improvement Excellent project/program management skills with proven track record of successfully owning the end to end development and implementation of a project Ability to manage multiple tasks and work to tight deadlines Proven experience in developing and maintaining strong partner relationships Mastery of MS Excel, Word ,PowerPoint & Visio Process improvement experience/certification is a plus Must be able and willing to travel regionally

Benefit Summary:We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction