Customer Service Manager

About the role

The Customer Service Manager will lead and develop the customer service function for a leading home furniture brand in Iraq. This role ensures a professional service experience that reflects the brand identity and standards across all branches and channels.

Key responsibilities

• Lead and develop the Customer Service function to ensure a professional service experience that reflects the brand identity and standards.
• Oversee customer service operations across all branches and communication channels, ensuring consistency in service quality and operational performance.
• Drive continuous service improvement initiatives through performance analysis, customer feedback, and operational development strategies.
• Lead and develop the Customer Service team while building a high‑performance environment centered on professionalism, accountability, and quality execution.
• Collaborate closely with executive management and relevant departments to ensure alignment of customer service operations with overall business objectives.
• Monitor key performance indicators, analyze customer service performance, and identify opportunities for improvement.
• Develop and maintain customer service standards and procedures to ensure a consistent and high‑quality customer experience.

Required profile

• Proven experience in customer service management or customer experience leadership within professional and fast‑growing environments.
• Strong leadership capabilities with experience in building and managing high‑performance teams.
• Deep understanding of customer experience principles, service operations, and quality standards.
• Excellent communication, problem‑solving, and decision‑making skills.
• Analytical mindset with the ability to identify improvement opportunities and drive operational development.
• Ability to work effectively in dynamic environments that require adaptability, discipline, and operational excellence.
• Experience in retail, furniture, or customer experience‑driven industries is highly preferred.

What we offer

• A professional and collaborative work environment.
• Career growth and development opportunities.
• A leadership opportunity to directly contribute to the development of customer service standards.
• The opportunity to work with one of Iraq’s leading home furniture and furnishings brands.