Purpose & Overall Relevance for the Organization:

The Senior Specialist eCom & Consumer Service EMC, based in Egypt covering all EMC countries, is responsible for delivering a premium customer service experience for consumers purchasing through eCommerce and retail channels. This role drives operational excellence, revenue generation, and a membership-first approach across all contact centre service channels. Being on-the-ground the role acts as a critical bridge between eCom teams, local DC/operations teams and customer service teams, ensuring seamless communication and rapid issue resolution for all order-related topics. The role also connects local operations with hub teams/counterparts, enabling the implementation of global strategies and sharing best practices across countries. Additionally, this role supports wider ecom team on business needs and franchise ecommerce partners in best practice sharing and helps them establish best-in-class operations & consumer service channels in their respective countries.

Key Responsibilities:

• Serve as the primary on-site specialist for Consumer Services across EMC , providing immediate support and escalation for local teams and vendors.
• Act as the key bridge between local DC/operations teams and customer service teams, ensuring all order related communications are clear, timely, and accurate.
• Update, maintain shared order sheet and escalate where needed, to either courier or warehouse team.
• Ensure rapid response to operational challenges, acting as the first escalation point for contact centre or order related issues.
• Assist in all online customer service processes including but not limited to, call centre support and guidance, implementation of new features ensuring a smooth customer experience
• Facilitate alignment and feedback between local operations and hub teams, driving the implementation of global initiatives at the local level.
• Monitor, steer, and improve open case backlogs, service levels, quality standards, revenue, and premium membership experiences in close cooperation with the contact centre.
• Carry out necessary tasks to ensure a smooth refund process with payment partner, identifying orders with incorrect statuses, customers with profile issues and escalating matters accordingly.
• Lead weekly/monthly/quarterly business reviews with Ecom team & CS vendors, identifying opportunities for efficiency and improved consumer experiences.
• Support the delivery of Consumer Service targets on a country level across channels and markets, executing in a fast-paced, agile environment.
• Manage relationships with third-party vendors (contact center providers, specialist providers), ensuring consistent and high-quality service delivery.
• Oversee the formalization and documentation of defined processes, providing transparency and a foundation for continuous improvement.
• Identify and prioritize opportunities to enhance the consumer experience, gathering stakeholder feedback and supporting KPIs and better outcomes.
• Collaborate with leadership in regular connects and performance reviews, sharing insights and best practices.
• Oversee daily operations, ensuring service levels, quality standards, and revenue targets are met.
• Drive accountability for achieving KPIs and metrics, holding CS vendors to high standards.
• Ensure compliance with data privacy, security, and regulatory requirements in all consumer interactions.
• Champion consumer advocacy, proactively identifying pain points and driving solutions.
• Support crisis management and business continuity planning for Consumer Services operations.
• Ensure all order communications between DC/operations and customer service teams are managed efficiently and accurately.
• Assist social media team in query resolutions in a timely manner
• Work closely with legal team to support with Ministry complaint resolution
• Create and execute vouchers where necessary for customers.
• Support local ecom team in daily operations, reporting & business insights
• Support franchise ecommerce partners by sharing best practices and helping them establish and optimize consumer service channels in their countries.

Key Relationships:

• External CS Vendor
• Cluster & Local Country Leadership
• Data & Analytics Team
• Hub Teams and Counterparts (critical bridge role)
• Local DC/Operations Teams (key bridge for order communications)
• Internal & External Franchise Ecommerce Partners

Knowledge, Skills and Abilities:

• Results-driven mindset with the ability to maintain a big-picture view
• Strong risk identification and mitigation planning
• Adaptability to changing business processes and partners
• Excellent communication and negotiation skills, comfortable presenting complex topics to diverse stakeholders
• Effective stakeholder management and collaborative working environment
• Ability to manage multiple complex topics simultaneously
• Fluent in Arabic and English, both verbal and written is a must
• Experience with enterprise-level platforms and technologies (Salesforce, JIRA, SAP, Omnihub preferred)
• High proficiency in KPI reporting platforms
• Project management and monitoring experience

Requisite Education and Experience / Minimum Qualifications:

• University degree
• 2+ years of experience in contact centre/vendor management in Retail, Digital, and/or eCommerce environments 
• Expert knowledge in Consumer Service domain (experience of supply chain & logistics is a plus)
• Experience managing complex processes involving multiple teams in different countries

Key Performance Indicators (KPIs):

• Net Promoter Score (NPS)
• Resolution SLA adherence (e.g., % of cases resolved within target timeframes)
• Reduction in escalation rates
• First Contact Resolution (FCR) rate
• Average Handle Time (AHT)
• Service level achievement and backlog reduction
• Speed and effectiveness of issue resolution
• Quality and timeliness of order communications between DC/operations and customer service teams
• Effectiveness of support and best practice sharing with franchise ecommerce partners