Aftersales Manager لشركة Noon | وظائف مصرية

 Aftersales Manager لشركة Noon | وظائف مصرية

Aftersales Manager لشركة Noon | وظائف مصرية
Aftersales Manager لشركة Noon | وظائف مصرية

A homegrown tech platform, noon has rapidly built deep native capabilities in its marketplace, fulfilment, logistics, and payment platforms. noon has a bold mission: we want to build a world-class suite of products and services to shape the future of the digital landscape in the Middle East. Along the way, we want to empower a digital-first generation and drive technology innovations to solve challenges in the region. Join us. Be part of the digital evolution.


About the role


The Aftersales team serves as an internal consultant to measure noon's end-to-end aftersales experience in the GCC region. The team drives changes and solves identified issues across multiple businesses and departments (Retail, Operations, Technology, etc.) and includes defining scope with business leaders, program design, data collection, data analysis, and recommendations.

We are looking for talented people with a passion for change in this exciting time for our business. The Manager will take ownership of a program or complex group of projects from initiation through to completion of handover to Business as Usual. You will be accountable for all aspects of program delivery to agreed time, cost and quality outputs. You will engage across the senior leadership team at noon.com, ensuring that sponsors and stakeholders understand and fulfil their roles in the assurance of a great business outcome.

You will also own and contribute to studies that measure noon's end-to-end aftersales experience. You will innovate and build new methodologies to improve the service - all in an effort to better serve our customers. Leveraging your analytical skillset, you will use qualitative and quantitative methodologies to drive studies across multiple categories (e.g. consumer electronics, apparel), geographies (e.g., UAE, KSA and EGY), and departments (e.g., Retail, Marketplace), partnering with senior business leaders in developing and improving the shopping experience on noon.


Essential Duties and Responsibilities:


  • Drive Aftersales projects to measure and improve end-to-end customer experience and manage customer cycle for returns, warranty and installations.
  • Design and execute in-house projects across various GCC countries, generate quantitative and qualitative insights, and deliver actionable recommendations to stakeholders 
  • Cross-team coordination, project management and appetite to resolve problems leveraging Analytics/Technology are key for this role.


What’s in it for you:


You will join the rapidly growing Customer experience team where you will hold ultimate accountability for the successful delivery of key projects within the program and realization of the business outcomes.


What are we looking for:


  • Our ideal candidate will have a passion for transformation and change, and the delivery of a first-class customer experience, gained from business improvement experience in a complex customer-centred Business.
  • A detailed understanding of the e-commerce market dynamics and associated business models
  • Experience with e-commerce players and exposure to the digital start-up industry will be preferred 
  • An MBA from a Top tier Institute
  • Ability to independently manage multiple workstreams will be a crucial success factor for the role 
  • Candidate should be organized, resourceful with strong attention to detail
  • Strong experience of CX Strategy, development, implementation and problem solving


Who will excel?


The ideal candidate will be comfortable in a fast-paced, multi-tasked, high energy environment. They will be a creative and analytical problem solver with a passion for delivering results.

At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have.

If you feel the above values resonate with you – you will enjoy this incredible journey with us!

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