Customer Experience Manager

What we're looking for

We’re looking for a Customer Experience Manager to lead and grow MNZL’s Customer Experience function. This role is responsible for how clients experience MNZL throughout the full digital financing journey, from first interaction to successful loan disbursement.

This is not just a people management role. It sits between clients, operations, and product. You will lead the CX team, but you’ll also turn real customer conversations into insights that help improve our product, processes, and conversion.

Your goal is to build a CX function that delivers a strong client experience while actively contributing to product quality and business growth

Key Responsibilities

• Own the customer experience across the full digital financing journey, from lead qualification to loan disbursement.
• Lead, coach, and develop the Customer Experience Specialists and Customer Support team. Set clear standards for quality, tone, and performance.
• Own conversion outcomes for qualified digital leads and ensure clients move smoothly through the funnel without losing trust or clarity.
• Act as the voice of the customer. Translate feedback, objections, and friction points into clear inputs for Product and Business teams.
• Define and maintain the team's communication standards and tone of voice across all client-facing channels, ensuring every interaction reflects the brand consistently.
• Design, document, and continuously improve CX processes, scripts, SLAs, and escalation paths as the product evolves.
• Work closely with Product, Credit, Risk, Legal, Operations, and Collections to ensure smooth handoffs and a consistent end to end experience.
• Track CX performance, quality, and client outcomes. Use both data and real conversations to drive continuous improvement.

Qualifications

• 5+ years of experience in Customer Experience, Customer Operations, Client Success, or similar roles within fintech, banking, mortgage, or financial services in Egypt.
• Proven experience leading client facing teams and improving performance through structure and coaching.
• Strong understanding of customer journeys and digital flows, not just individual cases.
• Comfortable owning conversion and funnel performance while protecting long term client trust.
• Solid operational mindset with experience managing SLAs, escalations, and cross team dependencies.
• Experience in environments where clients make big, trust-heavy decisions and need to be guided through the process.
• Familiarity with Egyptian loan processes, credit regulations, and financial compliance.
• Comfortable using CRM systems, internal dashboards, Notion, Slack, and similar tools.
• Professional proficiency in Arabic and English.

How to Apply

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