Customer Contact Centre Manager - dubai - ARK HR Management Consultancy

    ARK HR Management Consultancy
    Description
    Senior Manager - Customer Contact Centre

    A fast-growing lifestyle hospitality group is looking for an operationally strong quality‑driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.

    This isn't a back‑office reservations role.
    You'll lead the team that shapes the guest journey before check‑in even begins.

    In this role, you'll:
    Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
    Drive booking conversion and revenue performance across all contact channels
    Design and implement innovative, technology‑enabled solutions that enhance efficiency and deliver measurable commercial impact
    Coach and develop a high‑performing, multi‑channel team across voice, email, and digital platforms
    Establish clear KPIs, performance standards, and a strong culture of accountability
    Leverage data and analytics to optimise service levels, conversion, and customer engagement
    Partner closely with Revenue, Digital, and Operations teams to align strategy, inventory, and demand performance
    Ensure every guest interaction is seamless, responsive, and commercially effective
    Build a scalable, future‑ready Contact Centre model to support business expansion

    You'll thrive in this role if you:
    Have led a large‑scale Contact Centre, Central Reservations or Customer Experience function with full ownership of performance outcomes
    Have managed multi‑channel environments (voice, digital, chat, automation) in hospitality, airline, travel, retail, e‑commerce or similar high‑volume sectors
    Think commercially and understand conversion, yield, upsell strategy and revenue impact
    Have successfully implemented technology, automation or digital optimisation initiatives
    Use data confidently to make decisions, drive accountability and improve measurable results
    Are energised by transformation not just maintaining the status quo
    Build and develop high‑performing teams
    Balance customer‑centric thinking with operational discipline
    Thrive in fast‑growth environments where scalability and agility matter
    #J-18808-Ljbffr

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