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Customer Contact Centre Manager - dubai - ARK HR Management Consultancy
Description
Senior Manager - Customer Contact CentreA 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
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