Customer Experience Manager - Dubai, United Arab Emirates - Talent Pal

Talent Pal
Talent Pal
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description
Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues.

In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services.

We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity

We are looking for a CX Manager to take accountability in the overall delivery of world class customer service across the portfolio to all passengers.

They will be the central point of contact for the CX Supervisors and will be empowered to make decisions that will either enhance the service or mitigate a potential increase in passenger flow.

The CX Manager will manage multiple locations and will be fully accountable for the operational team and delivery of KPIs in line with client requirements.


The CX Manager will be expected to effectively manage their time, resources and relationships to ensure that work is completed efficiently.

He/She will be supporting the development of colleagues through the provision of timely and constructive feedback and by willingly sharing own skills, knowledge and networks.

Identifies innovative ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.

This role will be based in Dubai Airports.

Key Accountabilities

Responsible for holistic management of operations.

Processing and analysing CX Supervisor and CX Team Leader data flows.

Working with the client on operations initiatives and manage high level operational stakeholder engagement and reporting on performance.

Examining and determining short, medium and long-term objectives and KPI's and maintain a culture of continuous improvement.

Manage escalations from CX Supervisors on shift, identifying trends and driving continuous improvement of the Passenger experience.

Report and rectify any issues that occur with other stakeholders or operational roadblocks that CX Supervisors cannot manage.


Team leadership - The role holder will guide, coach and mentor CX Supervisors to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.

Deputize for Account Manager as required and interface with client on improvement initiatives.


Work with CX Programme Manager as required and direct the CX Supervisors to provide support on gaining Passenger insights and driving improvements in customer service experience.

Must have high school diploma or degree in General Education or equivalent professional qualification.

Should have minimum 5 years of experience in management role.

Must have minimum 8 years of experience in customer service.
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Should possess knowledge or experince of transport operations and security.

Essential to have industry experience from Retail, F&B, hotel, hospitality.

Must have strong organisational skills, detail oriented, and the ability to handle multiple priorities.

What's in it for you?

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization.

We are proud to offer a total reward package at Serco which includes:

Competitive monthly pay and allowances that are commensurate with the role and industry standards
Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture

We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.

As a global organization, we offer a vast array of career paths for our employees to choose from.

The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.

We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.


Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

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