Sr. Manager - Dubai - HR Ways

    HR Ways
    HR Ways Dubai

    1 day ago

    د.إ260,000 - د.إ430,000 (AED) per year *
    Description

    About the company we're hiring for currently:

    UAE-based pioneer delivering customer-centric experiences and unparalleled opportunities through cutting-edge technology, with six innovative tech ventures across the globe.

    Job Description:

    We are seeking a Senior Manager – Customer Experience (CX) who will lead and enhance the customer experience across all touchpoints with The Company. This role demands a balance of strategy, empathy, and operational excellence. You'll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

    You'll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand.

    Key Responsibilities

    • Own and evolve the end-to-end customer experience strategy , from onboarding to retention.
    • Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
    • Develop CX frameworks and KPIs to measure and continuously improve performance.
    • Design and refine customer journeys , identifying friction points and optimizing touchpoints.
    • Partner with technology and product teams to integrate CX insights into platform improvements.
    • Implement VOC (Voice of Customer) programs and feedback loops to inform decisions.
    • Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
    • Handle escalations and critical cases with professionalism and tact.
    • Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.
    • Champion a customer-first culture across the organization.

    Requirements

    • Proven track record of leading CX teams and driving measurable improvements in satisfaction and loyalty.
    • Strong analytical mindset — able to translate data and feedback into actionable strategies.
    • Deep understanding of CX tools, CRMs, and service technologies (Zendesk, Salesforce, Freshdesk, etc.).
    • Excellent communication, leadership, and problem-solving skills.
    • Passion for delivering exceptional, emotionally resonant customer experiences .
    • Bachelors/Masters degree in Business, Marketing, or related field.
    • Experience: 10–12 years of experience in customer experience, customer success, or service operations , preferably in retail, e-commerce, or lifestyle brands.

    Other Details:

    • Work Mode: ONSITE - Full Time
    • Location: Dubai, UAE
    • Experience: 10-12 years
    • Days: Monday to Friday
    • Timing: 9 am-6 pm

    Benefits:

    • Health insurance for employee & family
    • Annual Ticket
    • 24 Annual leaves on year completion
    • Annual Bonus - based on company performance
    • Annual increment
    #J-18808-Ljbffr
    * This salary range is an estimation made by beBee
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