Sr. Manager – Customer Experience – Dubai, UAE

🔹 Key Responsibilities:

• Strategic CX Ownership: Design and evolve the holistic customer experience roadmap, focusing on touchpoints from initial onboarding to long-term advocacy.
• Operational Excellence: Lead and scale multi-channel customer service teams, ensuring industry-leading responsiveness and resolution quality.
• Framework Development: Build robust CX frameworks and performance measurement tools to quantify customer sentiment and operational efficiency.
• Retention & Loyalty: Spearhead data-driven initiatives to reduce churn and increase customer lifetime value (CLV) through personalized engagement.
• Technology Integration: Leverage and optimize CRM and CX platforms (Salesforce, Zendesk, Freshdesk) to create a unified view of the customer.
• Cross-Functional Advocacy: Collaborate with Product and Marketing teams to ensure the “Voice of the Customer” (VoC) informs all business decisions.

🔹 Requirements:

• Experience: 10–12 years of high-level experience in Customer Experience, Customer Success, or Service Operations.
• Domain Expertise: Strong background in tech-heavy sectors such as E-commerce, Retail, or Lifestyle brands is highly preferred.
• Leadership: Proven ability to manage large CX teams and deliver measurable improvements in NPS (Net Promoter Score) and CSAT.
• Technical Stack: Deep knowledge of CX/CRM systems like Zendesk, Salesforce, or Freshdesk.
• Education: Bachelor’s Degree in Business, Management, Marketing, or a related field.
• Location: Must be based in or willing to work onsite in Dubai.

What We Offer:

• Tech Giant Exposure: Lead the CX vision for one of the most prominent technology companies in the region.
• Strategic Influence: A high-impact role where you define the standards for customer success and retention.
• Innovation Hub: Work in a dynamic, tech-driven environment in the heart of Dubai.
• Compensation: Monthly salary of AED 5,000 to 6,000, adjusted according to your senior leadership profile and experience.