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Head of Customer Excellence Job in Jordan
Foodics , Jordan

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Mar 18, 2021
Last Date
Jun 18, 2021
Location(s)

Job Description

About Foodics

Foodics, a Saudi fast-growing startup in MENA, offers a complete Cloud point-of-sale SaaS with tools that help Famp;B and retail businesses start, track and grow. B2B sellers use Foodics to accept payments, track inventory, monitor sales, send orders to the kitchen, digitize menus, manage employees and analyze the whole business with smart reports, anytime and anywhere on the cloud. Available in English, Arabic, Spanish and French. Foodics works offline with iOS apps that securely store data on the cloud and can integrate with third-party apps. Founded in 2014 and headquartered in Riyadh, Foodics is currently available across the MENA region, with offices based in Saudi Arabia, United Arab Emirates, and Egypt with a culture retaining talents and promoting creativity and efficiency. Foodics today is one of the most promising SaaS companies in MENA and future Unicorn (1 Billion USD company) and we are looking for people like you to help shape tomorrow at Foodics.

Vision

To become a leading Fintech and software trusted partner globally, for retailers and sellers who want to grow their business.

Mission

We empower sellers with a comprehensive point of sale platform to enrich their operations. We give complete business control and offer smart reports on sales, customers, employees, and inventory. We also provide an ecosystem of tools to seamlessly accept payments and finance growth.

Job Brief

We are looking for a well-seasoned professional to lead the Customer Excellence department. You’d own, improve, and constantly grow the relationship between Foodics and its clients by providing tactical guidance, knowledge, technical and non-technical support to our customers through multiple real time communication channels.

You should build a center to adopt a proactive approach to customer excellence, aim to build its employees as a team of advisors and analysts who will utilize each interaction with the client as an opportunity to enhance relationships and positively impact customer growth within Foodics.

The center should be positioned as the first and main focal point to designated customers, service them in the most creative, innovative and customer-centric ways, positioning the center as a reliable solid information exchange channel between the customers' on ground and the business at top.

If you’re someone who likes technology, have solid experience in Customer excellence Management, with passion to lead, grow and support business and teams, we would like to meet you!


Key Responsibilities

  • Design, monitor and implement center objectives, culture, processes and efficiencies to guarantee a fulfilling customer excellence framework/experience within the Center’s different functions to best guide, serve and support Foodics customers.
  • Manage end to end the customer relation management workflow, ensuring we constantly deliver excellence to customers, resulting in tangible results for Foodics (churn reduction, reduced time to revenue, increased cross and up-selling, better win back strategies...etc.).
  • Work with internal teams to ensure maintaining an agile feedback loop and address issues encountered by Foodics customers.
  • Analyze center data to provide actionable insights about customer behaviors, emerging needs and demands, and internally influence stakeholders to make better product, process and customer decisions.
  • Oversee and guarantee the successful on ground operations of the center different functions and activities to achieve required targets - technical and growth related.

Requirements

  • 10-15 years of proven experience in Customer Excellence , Success , Customer Ops , and /or Professional Services leadership ,management and delivery in a related field.
  • Experience in SaaS industry is a big plus.
  • Tech savvy: a high level of "technical comfort" that makes it easier to understand the product and its potential.
  • Customer-centric, strategic thinking, problem-solving, and analytical mindset, with a clear understanding of the wider issues impacting the relevant customer groups.
  • Strong coaching and leadership skills, ability to motivate teams.

Benefits

  • Attractive compensations and benefits.
  • Accelerated learning experience.
  • Flexible, people-focused culture .

Job Specification

Foodics

Information Technology and Services - Riyadh, Saudi Arabia