Head of Customer Experience & Contact Centre
Pink Camel · Dubai
On-site · DubaiFull TimeDirector, ExecutiveCustomer Service
Posted 3 hours ago3h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 3 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Define and implement customer experience strategy across UAE and KSA
- Own omnichannel communication strategy across calls, WhatsApp, email, live chat and social media
- Take overall ownership of CRM effectiveness, lead management and data accuracy
- Drive enquiry-to-booking conversion, retention and customer lifetime value
- Lead and hold the Contact Centre Manager accountable for daily operations and service quality
- Establish KPIs and dashboards covering SLA, AHT, FCR, CSAT, QA and productivity
- Present performance insights and recommendations to the CEO
Requirements
- 8-10 years in customer experience, contact centre or CRM leadership
- At least 4-5 years in a senior management role leading contact centre operations
- Experience managing multi-location or multi-market customer operations
- Strong experience implementing and optimising CRM systems
- Understanding of contact centre KPIs including SLA, AHT, FCR, CSAT and QA
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications or related field; Master's or MBA an advantage
- Professional certifications in Customer Experience, CRM or Contact Centre Management
- UAE and KSA experience highly desirable
- Healthcare, beauty, aesthetics, wellness, retail or service industry experience
Benefits
- Salary depending on experience
About the Company
- Fast-growing health and wellness group operating across the UAE and KSA
What we look for
- 8-10 years in customer experience, contact centre or CRM leadership
- At least 4-5 years in a senior management role leading contact centre operations
- Experience managing multi-location or multi-market customer operations
- Strong experience implementing and optimising CRM systems
- Understanding of contact centre KPIs including SLA, AHT, FCR, CSAT and QA
- Bachelor's degree in Business, Marketing, Communications or related field; Master's or MBA an advantage
- Professional certifications in Customer Experience, CRM or Contact Centre Management
- UAE and KSA experience highly desirable
- Healthcare, beauty, aesthetics, wellness, retail or service industry experience
CRMLeadershipAutomationCustomer ServiceReporting
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Pink CamelDubai
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