Group Contact Center Sales & Customer Care Manager

**Group Contact Center Sales \& Customer Care Manager** **Kuwait \| Group Commercial \| Manager Level** **The Bakery** is appointing a Group Contact Center Sales \& Customer Care Manager to transform its current phone and WhatsApp team into a disciplined, scalable capability serving The Bakery and future group brands. This is not a conventional call center supervision role. The successful candidate will redesign the operating model, develop the current team, improve sales conversion and customer care, establish CRM and data discipline, prepare the center for multi\-brand operations and lead the automation of customer\-contact workflows as far as practical. **Key Responsibilities:** \- Transform the current team into a measured, trained and scalable group function \- Lead daily phone, WhatsApp and assisted digital sales and customer care operations \- Build SOPs, quality assurance, knowledge, escalation and performance\-management systems \- Improve conversion, average order value, response, order accuracy and complaint closure \- Prepare and operate brand\-specific routing, scripts, knowledge and reporting within one shared platform \- Lead CRM discipline, workflow design, automation requirements, UAT, adoption and benefits measurement \- Coordinate closely with Commercial, Operations, Quality, Digital Product, IT and HR **Minimum Profile:** \- 7\+ years in contact center, telesales, customer operations or related high\-volume B2C operations, including at least 3 years in people management \- Proven responsibility for sales and service KPIs \- Evidence of team or operating\-model transformation \- Hands\-on CRM, contact center, WhatsApp, workflow or automation implementation experience \- Strong analytical, workforce\-planning and cross\-functional leadership ability **\- Professional Arabic and strong working English** \- F\&B, food delivery, hospitality, e\-commerce or multi\-brand experience strongly preferred **What Success Looks Like: A stable group\-ready contact center, stronger sales and service performance, reliable customer data, fewer manual errors, measurable automation benefits, and a team capable of serving multiple brands without confusing their customer experiences** Work Location: In person