Job Title: Head of Customer Service.Reporting Line: Chief Quality and Service Officer. We are looking for you as early as possible as Head of Customer Service for DB-El Sewedy Rail Operation Egypt for the primary location Cairo.The role: Reporting to the Chief Quality and Service Officer, the Head of Customer Service will be responsible for developing, implementing and continuously updating customer oriented commercial strategies that manage and optimize revenue, pricing, and drive passenger growth and service quality for the high-speed railway project in Egypt. This role ensures that fare structures and customer service processes for both passenger and freight are designed, implemented and managed to meet market demand, achieve financial targets, and position the railway as a competitive and attractive mobility solution for passengers and cargo customers.Responsibilities: Lead the drafting, updating and implementation of revenue strategy for railway high-speed, regional and freight transport based on contract requirements and own suggestions:Passenger fares policy (including yield management and demand forecasts)Rail freight rates the transportation of cargo on the freight services Continuously engage, discuss and achieve approval of the client (NAT) for the revenue strategy. Support the Sales and Revenue Manager in the development of the fares collection plan as part of the Revenue Strategy.Lead the development of suggestions for prices and price changes, communicate and align them with all relevant stakeholders.Support the development of demand forecasts considered in proposed revenue strategy including how the revenue per product will perform.Continuously engage, discuss and achieve approval by the client (NAT) of the revenue strategy.Lead customer service and perform sales activities to attract new passenger or freight customers. Align and engage with the client, seeking his support to increase demand.Develop, update and implement fare strategies, ancillary revenues and customer service solutions (e.g. onboard sales, optional online and mobile ticket sales webpage, peak/off-peak fares or other variable fare types). Engage with other departments, representing the customers’ perspective.Lead the development of external communication strategies for the company with customers, including publishing and communicating ticket prices to the public. Engage with Operations to develop contingency external communications.Lead the development, implementation and management of customer service helpline/helpdesk concept and processes for passenger and freight clients including methodologies to report, handle, manage, respond and resolve customer questions and complaints.Develop the methodology, implement and execute Customer Satisfaction & Mystery Shopper Surveys according to the contractual requirements, ensuring continuousQualifications:University degree in engineering science, business or equivalent area (min. Bachelor). Master’s degree is an advantage.Min 10 years of professional experience in a similar role ideally in transport or in a similar industryProven knowledge and experience in developing demand/ridership forecast, pricing strategies, customer service or communication strategies in public transport or a price sensitive and highly competitive industry.Excellent communication skills towards customers, employees, national and international shareholders and state organizations.Strong analytical skills and the ability to think and work independently as well as distinctive collaboration and team working skills.High level of integrity and discretion in handling confidential information and dealing with professionals inside and outside the company.Strong international and intercultural competencies. International experience is an advantage Excellent English and Arabic skills.General Information:DB-El Sewedy Rail Operation Egypt is committed to providing equal employment opportunities and welcomes applications from all qualified candidates, regardless of gender, age, nationality, religion, disability, marital status, or any other characteristic protected by law. We believe that diversity of backgrounds, perspectives, and experiences strengthens our organization and contributes to a respectful, inclusive, and high-performing work environment.