Sr. Manager Customer Experience

At a Glance:

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Position:Senior Manager – Customer Experience

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Team:Customer Experience & Operations

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Location:Dubai, United Arab Emirates

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Contract:Full-time

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Type:On-site

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Benefits:Competitive package with performance incentive

At
Idealz Holding
, we’re redefining retail with our unique“Shop & Win”model — transforming everyday shopping into extraordinary experiences 🎉. With a footprint across 4 continents and over$100M in prizes awarded
, Idealz stands at the intersection of
commerce, innovation, and customer delight
🚀.

Customer experience is at the heart of everything we do. Every purchase, every draw, every win — it all begins and ends with how we make our customers feel.

We’re looking for a
Senior Manager – Customer Experience
who will lead and elevate how customers interact with Idealz across every touchpoint. 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 🎯.

• 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.

• 10–12 years of experience in
  customer experience, customer success, or service operations
  , preferably in retail, e-commerce, or lifestyle brands.
• 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
  .
• Bachelor’s/Master’s degree in Business, Marketing, or related field.

• Initial screening with Global Head of HR
• Case study / customer journey assignment
• Interview with General Manager
• Final interview with CEO

⏱️ Process typically concludes within 3–4 weeks

At
Idealz Holding
, you’ll join a
fast-paced, globally recognized brand
where innovation meets customer obsession.

This role offers the opportunity to
shape the customer experience backbone
of a company reinventing retail 🌍. You’ll have the autonomy to build, lead, and transform — making every customer interaction a winning one 🏆.