Customer Experience Manager

Since 2003, Smart Gym has been a leading brand name in the Fitness Industry. With over 22 years of success, We’ve built a solid reputation through dedication, consistency and premium service delivery. We proudly operate 10 branches across Nasr City, Heliopolis, Sheraton & New Cairo, serving thousands of loyal members every day.

We’re currently looking for a dynamic Customer Experience Manager to lead customer engagement, ensuring the highest level of satisfaction and service excellence across all customer touchpoints. This role requires a hands-on leader with strong communication, problem-solving, and people management skills.

Key Responsibilities:

-Build and maintain strong relationships with clients to ensure long-term satisfaction and retention.

– Handle escalated customer issues with professionalism and efficiency.

-Supervise day-to-day operations, ensuring smooth workflow and high service standards.

– Set performance goals and KPIs for team members and monitor results.

– Train, mentor, and motivate the team to deliver exceptional service.

– Develop and implement customer service policies and procedures.

– Collaborate with other departments (sales, operations, etc.) to ensure a seamless customer experience.

– Analyze customer feedback and complaints to improve service quality.

– Prepare and present regular reports on service performance to management.