Company: Dahabshiil Motors
Location: Hargeisa, Somaliland
Position: Customer Experience Manager
Department: Operation
Reports To: Head of Operation
Position Summary
Dahabshiil Motors is seeking a highly motivated and customer-focused Customer
Experience Manager to lead and enhance our customer service operations. The
successful candidate will be responsible for managing customer interactions, improving
customer satisfaction, handling escalations, developing service standards, and ensuring
exceptional customer experience across all departments.
Key Responsibilities
• Lead and manage the Customer Experience team to deliver outstanding customer
service.
• Develop and implement customer care policies, procedures, and standards.
• Monitor customer inquiries, complaints, and feedback, ensuring timely resolution.
• Handle complex customer issues and escalations professionally.
• Track and analyze customer satisfaction metrics and service performance.
• Collaborate with Sales, Service, Spare Parts, and Operations departments to
improve customer experience.
• Prepare customer service reports and present recommendations to management.
• Conduct regular training and coaching sessions for customer support staff.
• Ensure compliance with company policies and customer service standards.
• Build strong customer relationships and maintain a positive company reputation.
• Customer Journey Mapping and Optimization
• Customer Experience (CX) Improvement
• Voice of Customer (VoC) Programme Management
• Service Recovery and Resolution Management
• Customer Complaint Trend Analysis
• Customer Satisfaction Measurement and Surveys
• Service Standards Development and Compliance

Qualifications & Experience
• Bachelor’s degree in business administration, Marketing, Management, Customer
Service, or a related field.
• Minimum 5 -7 years of experience in customer service, customer support, or
customer relations.
• At least 3 years in a supervisory or managerial role.
• Experience in the automotive industry is an added advantage.
• Proven ability to lead teams and manage customer service operations.
Required Skills
• Excellent customer relationship management skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Problem-solving and conflict-resolution skills.
• Strong analytical and reporting capabilities.
• Ability to work under pressure and meet deadlines.
• Proficiency in Microsoft Office applications.
• Experience with CRM systems is an added advantage.
Language Requirements
• English – Mandatory (Written and Spoken)
• Additional languages will be considered an advantage.
Key Performance Indicators (KPIs)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Complaint Resolution Rate
• First Response Time
• Customer Retention Rate
• Service Quality Compliance
• Team Performance and Productivity
• Complaint Closure
• Customer Feedback Improvement
• Average Response Time

How to Apply
Application Instructions
To apply for opportunities at Dahabshiil Motors, please carefully follow these
instructions:
1. Document Preparation: Combine your update resume (CV), cover letter, and
any relevant certificates into a single PDF document. Ensure all documents are
clear, legible, and professionally formatted.
2. Submission: Email your application to [email protected]
3. Deadline: Applications must be received by 25-07-2026. Applications received
after this date will not be considered.